Support agents have Guide agent privileges by default, seeUnderstanding Guide roles and privileges. Support admins have Guide admin privileges. You can grant agents Guide admin privileges as needed.
Giving agents Guide admin privileges
You can add Guide admins by giving agents Guide admin privileges. You cannot make a light agent a Guide admin.
For example, the following people might need to be added as Guide admins to work on the help center: web designers, writers, editors, community moderators, and production specialists.
To give an agent Guide admin permission
- In the管理中心> > >团队角色, open the profile for the agent you want to make a Guide admin.
If you need to add the agent first, seeAdding end-users, agents, and administrators. Remember, you can change the Guide role for a Support agent, but you cannot change the Guide role for a Support admin. They are Guide admins by default.
- InRole, clickManage in Admin Center.
The agent'sRoles and accesssetttings are displayed in Admin Center.
- Click theGuidemenu, then selectAdmin.
Giving agents in custom roles Guide admin privileges
You can add Guide admins by giving Support agents in custom roles Guide admin privileges. You cannot make a light agent a Guide admin.
For example, the following people might need to be added as Guide admins to work on the help center: web designers, writers, editors, community moderators, and production specialists.
- Click theAdminicon () in the sidebar, then selectPeople.
- SelectRoles.
所有的公司ent roles (predefined and custom roles, if any), are displayed.
- Locate the role you want to edit or clone, then selectEdit.
If you need to add a new custom role, seeCreating custom agent roles. Remember, you can change the Guide role for a Support agent, but you cannot change the Guide role for a Support admin. They are Guide admins by default.
- BesideHelp Center, clickManage Guideto give agents in this roleGuide admin permissions.
When this option is not selected, agents in this role have Guide agent permissions.
Note:When this setting isnotselected, it does not necessarily mean that agents can't add and edit articles. Permission to add and edit articles is based on the article's management permissions, seeAllowing agents to add and edit articles in knowledge base sections. - ClickSave.
2 Comments
Does this immediatly effect paid licensing when switching roles?
Yes, switching agent roles from/to Admin to Agent or Custom roles takes effect immediately. Agent (including Custom roles) and Admin roles take towards your agent seat, and switching roles doesn't change your agent seat count. Only when you add/remove seats will have changes to your subscription.
This article might help:What counts as an agent seat in Zendesk?
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