Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions
Feature Request Summary
Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions.
Many agents need to be given Manage Guide permissions so they can manage the KB and Community. But we don’t want to give them the “Help Center Set Up” permissions that currently come with Manage Guide.
Product limitation or missing feature
Separate granular permissions that can be added to a custom role to separate out the privileges to Customizing the help center design, editing user permissions, and changing help center settings. Bonus if this can be done per Guide Brand.
Business impact of limitation or missing feature
Giving too many people privileges like Customize (themes, editing code, etc.) and help center settings (including the “Delete Help Center” button) with the current Manage Guide permission is very risky to the help center’s security/stability. This missing feature keeps us from considering Guide for potential future help centers for our company.
Other necessary information or resources
Existing permissions article: Understanding Guide role and privileges
Other Community posts related to granular permissions for Guide:
- Micro permissions for Guide
- Additional Guide Manager permissions (Marked as 'complete' but it's not)
Thanks for creating.
Blows my mind that "reordering articles" is in the same tier as "delete help centre*
Article, section and category management (moderation, organisation) should be under an intermediate role between admin and agent. I.e contributer vs editor.
Thanks for raising this request and linking the other related posts.
Adding to it, we would like to have granularity over the following Guide permissions:
- Theme settings access (Changing active theme, viewing/editing/creating themes)
- Category/Sections (Order in page, hierarchy in Category/Section, Title & Description Translations, creating/enabling/disabling)
- User Segmentation (create/edit user segments, organize user segment priority order)
- per-Brand access (similar to what's possible to define in User Segmentation for view/edit access)
This becomes increasingly more relevant as our organization grows and specialized colleagues take ownership of specific functions without necessarily being knowledgeable in the other features. Limiting access to those would mitigate the risk to our different Help Centers
Currently, the only viable alternative we can work with is to ask some teams to identify the target configuration elsewhere, then rely on someone with the permissions to apply that.
This limits our working bandwidth and delays relevant changes.
We also need the splitting of rights, most of all so that editors can also change the order of articles without being guide managers.
We understand the importance of more granular permissions for Guide but unfortunately it is currently not on our radar. Thank you for the detail explanation of the suggested feature. It will help us a lot if we prioritise it one day.
We're giving up on guide -- too rigid. Migrating to our public documentation to WordPress where there's more flexibility.
A better move for SEO too.
I agree completely with your feedback, @.... The current Guide Admin permissions are too broad and expansive. The user who needs access to arrange articles is not the same user who needs access to the Customize design, User Permissions, and Settings sections.
Furthermore, deleting anything in Guide should be restricted to the fewest users possible. We have run into issues where we have granted users Guide admin access for the sole purposes of arranging articles and sections; yet, this access has led to users inadvertently deleting sections.
@..., I appreciate your acknowledgment of this feedback. I'm a little disappointed that this is not something on the product roadmap. For me, it is a gap in the current Zendesk Guide product. I hope other users will continue to upvote this original post so that it gains more visibility.
Same. This also means our admins just get bogged down with "article reordering" requests instead of actually dealing with, well, admin stuff. Permissions settings for Guide definitely need more granularity. It'd be even more useful to be able to create roles and customize what they can do (Sharepoint-style, for example)
+1 to all the sentiment shared here.
I shouldn't have to be worried that an agent with the task of translating an article has the ability to change every aspect and even delete my help center.
Our Use Case is related to having separate out privileges to moderate content, mainly User Content. We would like to have a role to moderate this content but not the rest of the functionalities of the help center.
I'd like to add another vote for creating granular options for customizing Guide admin/manager roles and permissions.
Our help center is managed by two teams: one oversees the internal knowledge base, and the other handles the public help center. We'd like to make members of each team admins over their respective content, which we have divided into distinct categories. Ideally the internal team could not edit, move, or publish articles in the public categories and vice versa.
It would be nice to have the option to give an agent admin rights, but then be able to select which categories and/or sections the admin rights apply to. In addition, I agree with the points made above that customizable roles would be very useful. We'd love to see this type of update on Zendesk's roadmap. Thank you!
We accidentally had one of our "Internal" Agents publish an article publically which had some of our internal processes listed. This has become an increased concern for our team
Same here, we have a lot of issues because of this.
Some people just delete categories...
Crazy that this isn't implemented
Also agree. We'd like to allow users to create and edit categories and sections in Zendesk Guide, however, only Zendesk Guide admins are able to. Therefore we either have to:
- Grant a large portion of users Zendesk Guide admin access, which, as mentioned in this thread, could lead to high impact mistakes; editing code, or deleting the help centre
- Create and update categories and sections upon request from users, which creates a large amount of unnecessary work, wastes times for both parties, and doesn't scale well (scalability was one of the focusses for our migration to Zendesk)
I'm surprised there isn't more granularity and would really appreciate the option to grant users access to creating content in Zendesk Guide without having to provide them enough access to bring the whole thing down.
I agree with this opinion. Additionally, it would be nice to be able to set up a separate agent for each help center administrator.
Agree with the importance of this feature request. More granularity is necessary for all permission levels.
In our case, we have hundreds of agents all over the world, who are not trained writers or content creators. We have a content team who's job it is to manage the articles in the Help Center and Knowledge Base. We would like more control over Agent editing and publishing privileges, specifically the ability to remove Agents' ability to do these things.
100% agree with all the use cases presented. This is a basic necessity. Please add this ASAP!
This is critical to maintaining user-friendly guides and content. Agents are not authors and should not have the rights to edit, delete, and publish content. Especially for more extensive documentation, this leads to chaos.
100% a fundamental requirement. Nearly a year since the last official comms on this - what is the latest @Zendesk.
Wanted to provide an update as I can see a lot of people asking.
We currently do not have plans to change this. However, I do wonder if you have looked into Management Permissions, which lets you control permissions for articles on agents (ie. not Guide Admins). This is a large part of what is being asked for, and I think the discussion points here are maybe missing that point. I agree that it shouldn't be the default that you grant all your agents Guide Admin rights, so use Management Permissions to control their article publishing permissions instead.
@... for our groups the article you linked doesn't resolve several issues that this is trying to address.
A few of the things that currently require Guide Admin that we are looking to separate:
- Add, edit, or delete categories and sections
- Reorder articles, sections, and categories
- Edit or delete comments on articles
- And many other in Gather ...
These items should not be connected to the overall settings for Guide including editing the code base for the theme, overall guide settings, etc.
To avoid giving the more critical permissions to business partners, content writers, etc. we have to do the work ourselves which creates additional work that should be able to be delegated.
It's unfortunate that Zendesk does not understand the concerns being expressed here and the unwillingness to address it keeps further adoption of Guide in our org impossible. Today we utilize other tools for externally facing KB that we can control more granularly and only use Guide for internal KBs.
Thanks for elaborating. I did not mean to say that we don't understand or are unwilling to change the product for these points. I think they're excellent points and ones that we should definitely address. They're not currently being worked on though, but they are completely valid. The only point I was trying to make was that several comments (but not all) in this thread seemed to be resolveable by using Management Permissions.
Is there an update on this feature request?
We find it difficult to assign content to be updated when the users have the power to update articles across categories and across brands they shouldn't have access to and the manage permissions is too much power at the moment.
Can there be an intermediate between Admin level and basic users?