Knowledge agents are unable to edit or publish articles

Issue symptoms

My Knowledge agents do not see the option to edit or publish articles.

Resolution steps

Editing and publishing permissions for Knowledge agents are not present by default and must be granted through the creation of management permissions:

As the admin, ensure your Support agents have a Knowledge role, from Admin Center > People > Team > Team members > Find and open the agent profile > Role and Access > tick Knowledge > Ensure they have at least an Agent support role

Create a user segment and add your agent to it

Create a management permission and include to that user segment, and define edit and publishing rights

In the edit page of your article > go to Article settings > Click below Management > below Management permissions, add the management permissions you created

Click Update settings and be sure to click the drop-down arrow on the Save button, then select Publish

If preferred, Support agents can become Knowledge admin permissions. Follow the steps in changing an agent's role to grant Knowledge admin privileges.

Support admins are Knowledge admins by default and do not require a management permission to edit and publish articles. Light agents in certain pricing plans can create and edit articles where they have been given permission. For more information, see the article: Understanding Knowledge roles and privileges.