Agents with Editor Permissions should be able to see Article Settings

8 Commentaires

  • Commentaire officiel
    Katarzyna Karpinska
    Zendesk Product Manager

    Hi Everyone,

    To recap this discussion, we have identified two distinct challenges:

    1. Currently, agents with 'editor' permissions are unable to see article settings.
    2. Those same 'editor' permissions do not permit agents to update article attachments.

    On a positive note, we're presently working on revamping the article settings panel which should help with the first issue. With our efforts underway, we anticipate this to be addressed by the coming quarter.

    The second issue, admittedly, is a bit more complex. As it stands, updates to attachments are instantly published to the Help Center due to our existing system. Rest assured, we're aware that this is not ideal and are thinking of future improvements. In fact, our long-term roadmap includes an overhaul of the attachment behavior which we believe will lead to a more effective permissioning system.


  • Dave Dyson
    Thanks for this feedback, Ryan!
  • Sam

    This would be helpful. There could be another layer of permissions, perhaps, that allows for editing article properties. That way, a team could be flexible on who can only change content versus who can both change content and set article properties - since it is likely there could be a use case for both.

  • Malcolm Walker

    For our help center, we have some articles that have attachments.  The people who edit the content of those articles are Light Agents and this is fine; however, those agents are not able to update the attachments.

    Since the attachment is a code sample we would very much like for the article editor to be able to update the attachment somehow.

  • Rob Silverstone

    Totally agreed with the above. The current permissioning leads to a lot of extra communication and effort -- and particularly around attachments.

  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi All, 

    Thank you for raising this issue. We are considering changes both to the article settings panel and the management of attachments in the future so I've made sure to share this feedback to my team. 

  • Sofia Koivuniemi

    Any updates to this? Katarzyna Karpinska We need agents to be able to update attachments and the lack of this possibility is causing extra work for everyone in our organization. 

  • Rob Silverstone

    Thanks for the update, Katarzyna Karpinska


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