Guide Agents Can't Edit or Publish Articles in Zendesk
Why can't my Guide agents edit or publish articles in Zendesk?
Guide agents need specific permissions to edit or publish articles. By default, Guide agents do not have the permissions to edit or publish articles in Zendesk. These permissions must be granted through the creation of management permissions. If you prefer, you can also give Support agents Guide admin permissions by changing their role to grant them these privileges. Support admins are automatically Guide admins and do not need additional permissions to edit and publish articles. For more details, you can refer to the article onUnderstanding Guide roles and privileges.
More related questions
How can I give Guide admin permissions to Support agents?
You can change a Support agent's role to grant them Guide admin permissions. If you want your Support agents to have the ability to edit and publish articles, you can change their role to give them Guide admin privileges. This can be done by…
Are Support admins automatically Guide admins in Zendesk?
Yes, Support admins are automatically Guide admins in Zendesk. This means they do not require any additional management permissions to edit and publish articles. This default setting allows Support admins to manage content without needing further…
Can Light agents create and edit articles in Zendesk?
Light agents can create and edit articles if they have been given the necessary permissions. Depending on your pricing plan, Light agents may have the ability to create and edit articles in Zendesk. However, they need to be granted the appropriate…
Why do some articles appear as drafts even after being published?
This issue might be due to a bug or a workflow trick. If some articles appear as drafts in the articles list but show as published when clicked, it could be a random occurrence or a bug. It's also possible that agents have found a way to bypass the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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