🔒 Until now, help center articles were limited to admins and lead agents only. We’re changing this to make article content read only for all agents role!

Admin and lead agents will still maintain article editing permissions while the other agent roles will be provided with reading only permissions. All other help center settings (customization, publication, etc.) will also remain hidden & unaccessible from agents other than admins and lead.

📚 We’re hoping that this update will contribute to the help center’s usefulness for teams that can now use it as an internal knowledge base. Moving forward, we will be developing features to make articles accessible directly in tickets through command search or anywhere in the help desk via a global search.

Help center’s view for Observer, Light & Basic agents.