Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions
已于 2021年8月17日 发布
Feature Request Summary
Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions.
Use Case
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)
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32 条评论
Shawna James
Hi everyone thank you for your continued feedback here. After speaking to our product team I have confirmed that the team has the appropriate use cases and customer interest in order to revisit this feature request in the future should they decide to prioritize it. Please review Orsolya's most up to date response above.
At this time, I am going to close this post for comment. We sincerely appreciate your providing your feedback to us!
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Thank you again!
0
Orsolya Forster
Hi everyone,
Thank you all again for the detailed feedback and requirements. Even though we currently don't have plans to make this change, Guide permissions will be put on our roadmap in the future and we will make sure to design features serving you at their highest potential. Since our focus this year is on article multi-placement and improving the article management space, I can't give you an estimate for permission improvements.
Once we'll plan to introduce more granular permission rules for Guide, we'll take your points into consideration. Thank you!
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Karl Maamets
I wonder, what's stopping zendesk from implementing better access priviledges in Guide.
Needing an admin to reorder articles is nonsense and having it so the only way to have that access is also to give access to delete the whole help center is even dumber.
That would be like having support roles be described as:
agent: can write public and internal comments, but can not re assign tickets
admins: can reassign tickets, but also is able to end contract with zendesk immediately
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Michael Mayerich
This really should have been solved by now. We have almost 1,000 light agents and we were wanting to leverage them to help build out our KB (since ZD doesn't support importing documentation). However, the cost for providing them all Admin access to simply add Categories and Sections isn't feasible and would push us further from ZD. How do orgs deploy this without these basic features?
2
Monica
Pascal's need for brand based permission settings in Zendesk is a functionality that would be beneficial to us as well. Currently trying to achieve similar division with user segments.
4
Anne Ronalter
thank you for your Feedback on that.
Unfortunately it is currently not possible to restrict Guide roles based on a Brand due to the permissions being based on the account level and not by Brand.
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pascal sala
Is it possible to brand-lock Zendesk guide editors so that they cannot access/edit content of other brands. I'm an admin of a multi-brand and currently our editors can access/edit content for all the brands even those that are not theirs this can lead to editors messing up content for other brands unknowingly hence the need to brand-lock editors so that they can only edit content under their brand. I will appreciate any response on this. Thank you in advance for your guidance.
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Kelli Cain
We are preparing to launch Gather for an internal, private community and require separate editing permissions between agents and Guide Admins. It is a concern this is not possible and may prohibit future utilization of Gather. Wondering if there have been any further discussions at Zendesk around prioritizing given the broad customer interest.
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Alana Martin
I agree that I would like some of my light agents to be able to add/edit/delete sections. I also would like them to be able to update documents on their article without having admin permissions.
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Chris H
Hi all, it would be good to have an update on this too. All we want is for our editors to be able to update the labels and placement of the article for existing articles. We are having to use a spreadsheet so that our publishers can add them in to the relevant article.
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