Right now Zendesk has the ability to grant Guide admin permissions or not. There is no in-between. We have teams that manage the internal knowledge base and then those that manage the external knowledge base.
We had the issue where teams were unarchiving articles, altering external and internal knowledge bases, creating sections, etc so we removed the permissions altogether. Now teams have to submit requests to a single entity which creates a bottleneck.
If we could have additional permissions so that teams can handle only external or internal knowledge bases. This includes the ability to:
- Unarchive articles
- Creat sections/subsections
- Bulk move articles between sections
But only articles in the internal or external knowledge base. This would help lessen the bottleneck and ensure knowledge bases do not get altered by the wrong teams.
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