James Flett

Please do not require Zendesk admin permissions to be able to delete an article placement. 

Those that already have access to create, edit, publish, and un-publish articles should be allowed to remove an article placement. 

The overhead of providing admin access for something like this (which the user had access to do before it became a placement) is ‘all or nothing’ - as it is for arranging categories and sections - in which granting admin access allows users to delete an entire Help Center and view every ticket and article across all brands. Please please help fixing these permissions, it'll be much appreciated! Thanks!

Agree! Would make life much easier (and error prone) to have an option to select the default 'Visible to' settings to any user segment. That way, companies/individuals can decided whether to keep it as 'agents and admins' or move it to a segment of their choice. Our use of Zendesk is internally within the company, so it would be better to have 'signed in users' (or 'everyone') as the default as teams often publish articles and aren't aware of the need to update the setting.

We have the exact same issue, needing to create increasing multiples of user segments which has been getting out of hand.

Maybe there's more to it, but the ability to have a Guide article visible to multiple user segments seems a simple fix to this issue, which everyone in this thread appears to fully agree to.

We use Zendesk internally and are migrating from Jira/Confluence on a per-team basis, promising employees that Zendesk is the future, but don't have an answer for restricting access per article/section to users/groups, which they are used to being able to do. Instead, for each user/group requested, we have to create multiple user segments, try to explain why an article they post has to be visible to a very specific one of many user segments, and encourage employees to avoid granular access as they have been used to. We've tried mapping out user segments per team, role, region, and also found that a sync from Okta deletes custom user tags, which broke our original workaround setup.

To allow Guide articles to be visible to multiple user segments would be (I assume) a relatively easy win, that would fix a frustrating issue and help many existing and new Zendesk customers.

Do the Product team have an update since the reply two years ago? Please let me (or any of the others in this thread) know anything more that can be done to bump this request as it'll be hugely appreciated.

Thanks in advance!

Hey!

Zendesk Support pointed me here to raise my feature request, which has two parts:

• Allow Badges to be used in Zendesk for orgs not using Communities (e.g. internal)
• Assign Badges automatically upon thresholds being met (e.g. 100 articles published)

My work use of Zendesk is internal only, therefore, we don't have Communities enabled. Badges is an awesome idea, but currently only available for Communities.

We want to reward/encourage employees from different teams that are contributing high volumes of articles, or receiving particularly positive feedback, comments, etc to 'achieve' Badges, visible in articles. We also use different levels of Guide admin access, for example, HR Staff Writers (Silver), HR Staff Writers (Gold), and Zendesk Guide admins (Platinum). Using a Badge banner to display the user's level of access would also be super cool.

In addition, automatic assigning of badges would help this scale. For example, Badges automatically being awarded to an employee that completes the following examples:

• Publishes ~100 articles
• Reviews ~50 articles
• Receives ~80 comments on articles they've posted

Thanks!

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.