Set Agent Permissions on Articles - Frequently asked questions
Discover how to set agent editing and publishing permissions on Zendesk knowledge base articles. Find answers to common questions about managing article access.
Frequently asked questions
How can I set agent editing and publishing permissions for knowledge base articles in Zendesk?
To set agent editing and publishing permissions for knowledge base articles in Zendesk, you need to apply management permissions at the article level. Management permissions define which agents can edit or publish an article. You can choose from…
Can I change the default management permissions for new articles in Zendesk?
Currently, Zendesk does not allow changing the default management permissions for new articles. By default, only Guide admins can edit and publish new articles. If you want to apply different permissions, you need to manually change them for each…
Is it possible to restrict publishing permissions to specific categories in Zendesk?
In Zendesk, management permissions are applied at the article level, not the category level. This means you cannot directly restrict publishing permissions to specific categories. To prevent users from publishing in the wrong categories, you can…
How can I create a custom management group for editing and publishing in Zendesk?
To create a custom management group in Zendesk, you can define specific user segments that have editing and publishing rights. This allows you to have a small group of agents who can edit and view articles, while only a few specific admins can…
Can I prevent editors from accessing content of other brands in Zendesk?
Currently, Zendesk does not offer a feature to brand-lock editors, preventing them from accessing or editing content of other brands. The edit permission is available at the account level, which means editors can access content across all brands….
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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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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Freecash
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