Knowledge Roles, Permissions, and Responsibilities

Most Knowledge Base tasks are performed within the Zendesk platform (Support and Knowledge Portal). However, some tasks by Knowledge Admins will require manual work outside of Zendesk.

Knowledge Contributors (Support Engieneers, Everyone)

Task	Executed In
Create (Draft) articles.	Zendesk knowledge
Modify (updated) articles.	Zendesk knowledge
Link Knowledge articles to ticket.	Zendesk knowledge

Technical Reviewers

Task	Executed In
Review & Approve articles	Zendesk knowledge
Publish articles.	Zendesk knowledge
Create (Draft) articles.	Zendesk knowledge
Modify (updated) articles.	Zendesk knowledge
Link Knowledge articles to ticket.	Zendesk Support
Add/Remove Guide Permissions.	support-team.yaml See: support-team-yaml docs
Archive Articles	Zendesk knowledge

Knowledge Champions

Task	Executed In
Review & Approve articles	Zendesk knowledge
Publish articles.	Zendesk knowledge
Create (Draft) articles.	Zendesk knowledge
Modify (updated) articles.	Zendesk knowledge
Link Knowledge articles to ticket.	Zendesk Support
Add/Remove Guide Permissions.	support-team.yaml See: support-team-yaml docs

Knowledge Admins (Customer Support Operations)

Task	Executed In
Review & Approve articles	Zendesk knowledge
Publish articles.	Zendesk knowledge
Create (Draft) articles.	Zendesk knowledge
Modify (updated) articles.	Zendesk knowledge
Link Knowledge articles to ticket.	Zendesk Support
Delete articles	Have Knowledge Champion archive, Feature Request Issue to have it permanently deleted
History of articles	Zendesk Knowledge (Changelog, available to everyone)
Creating permission sets	Feature Request with Customer Support Operations
Restore Articles.	Feature Request
Add/Remove Guide Permissions.	support-team.yaml See: support-team-yaml docs
Create section	Feature Request with Customer Support Operations
Update section	Feature Request with Customer Support Operations
Delete section	Feature Request with Customer Support Operations