Understanding Guide roles and privileges

Agents have Guide Viewer privileges by default. Administrators have Guide Manager privileges. You can give agents Guide Manager privileges as needed.

This article contains the following sections:

• Guide user roles overview
• Guide user privileges by role
• Setting content viewing and editing access

Related articles

• Changing an agent's role to grant Guide Manager privileges
• Understanding Guide user permissions for content access

Guide user roles overview

Guide supports the following user roles with different Help Center access privileges:

• Anonymous user is anybody who visits the Help Center without signing in.
• End user is somebody who has created an account and signed in to the Help Center.
• Guide Viewer is any regular Zendesk Support agent without Guide Manager privileges. Agents have Guide Viewer privileges by default, but you can make agents Guide Managers as needed.

  Light agents (Support Professional add-on and Enterprise add-on) have Guide Viewer privileges for accessing content. Light agents on Guide Lite and Professional cannot create or edit articles. Light agents on Guide Enterprise and Legacy can create and edit articles where agents have permission.

  Note: Permission for agents to view and edit knowledge base articles or community posts is not part of the role permissions, but is set the article level for the knowledge base and at the topic level for community (see Setting content viewing and editing access).
• Guide Manager has full privileges in Guide. All Administrators have Guide Manager privileges.

For a list of specific permissions by role, see the next section, Guide user privileges by role.