Changing an agent's role to grant Guide admin privileges – CX Experts

Support agents have Guide agent privileges by default, see Understanding Guide roles and privileges. Support admins have Guide admin privileges. You can grant agents Guide admin privileges as needed.

This article covers the following topics:

Giving agents Guide admin privileges

Note: This procedure applies to plans without custom agent roles. If you have custom agent roles, see Giving agents in custom roles Guide admin privileges.

Zendesk Support admins are Guide admins by default. You cannot change the Guide role for a Support admin.

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 Admin Center > People > Team > Roles, open the profile for the agent you want to make a Guide admin.
If you need to add the agent first, see Adding 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.
In Role, click Manage in Admin Center.
The agent's Roles and access setttings are displayed in Admin Center.
Click the Guide menu, then select Admin.

Giving agents in custom roles Guide admin privileges

Note: This procedure applies to plans with custom agent roles. If you do not have custom agent roles, see Giving agents Guide admin privileges.

Zendesk Support admins are Guide admins by default. You cannot change the Guide role for a Support admin.

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.

To give agents in a custom role Guide admin permission

Click the Admin icon () in the sidebar, then select People.
Select Roles.

All of the agent roles (predefined and custom roles, if any), are displayed.
Locate the role you want to edit or clone, then select Edit.

If you need to add a new custom role, see Creating 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.
Beside Help Center, click Manage Guide to give agents in this role Guide admin permissions.

When this option is not selected, agents in this role have Guide agent permissions.

Note: When this setting is not selected, 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, see Allowing agents to add and edit articles in knowledge base sections.
Click Save.