Set organization level access to Knowledge Base and manage duplicate article permalinks (with date appended to them)

Set organization level access to Knowledge Base and manage duplicate article permalinks (with date appended to them)

Hello everyone,

We have introduced two important updates in the Knowledge Base module:
  • Permissions - A new permission called "Admin access" has been introduced under module permission.
  • Permalink alert - Users will be alerted when an article with the same URL exists. 

Organization-level permission for the Knowledge Base

A new option under module permissions called "Admin Access" has been introduced. This permission provides users complete access to every department in KB. 



In most organizations, the support leads, content managers, and department heads require access to all departments. This allows them to add, edit, or modify articles under the relevant departments as and when needed. 

For example, a compliance guideline introduced for the organization must be included in the articles across departments to ensure all employees are aware of it irrespective of the department they belong to. Likewise, a change in the pricing plan for a product suite must be updated in all the products that belong to the suite for customers to get accurate information.

In these cases, it is essential for the writers to have the permission to access the KB modules for all the relevant departments.

The Admin access gives specific users the permission to access the KB for all the departments. 

On the other hand, the Manage KB permission gives users access to selected departments. 

That said, using Admin and Manage KB permissions, businesses can set organization wide and department wide permissions for the Desk users. 

Comparison between Admin access and Manage KB permissions


 Admin Access 
 Manage KB
 Access type
 Org level
 Department level
 Actions (View, Create, Update, Delete)
 Perform all actions across all the departments

  • View articles in all the accessible departments.
  • Create, edit, and delete articles in departments that are accessible and directly related to the primary department within the category.
 Organize Categories

 (Create, Edit, Delete, Enable/Disable, and   Ordering categories)
 Perform all actions across all the departments
  • Create, edit, delete, enable, and disable categories in all the accessible departments.
  • No access to reorder categories.
 Sort articles
 Perform all actions across all the departments
  • View articles in all the accessible departments.
  • Create, edit, and delete articles in departments that are accessible and directly related to the primary department within the category.
 Recycle Bin
 View, restore, and delete articles across all   departments

           View articles for the accessible categories

 Access Settings
 Enable or disable KB access settings 
           View only 

For more information on the permissions required, refer to Setting Up Knowledge Base Permissions. 

Alert for duplicate article titles

When multiple agents collaborate as a team to ensure that the content is easily available to the customer, it is highly possible that one or more of them may use the same naming convention for their article. This will generate similar permalinks or article URLs.

The system identifies two similar links by appending the date to the recent article: 
eg., getting-started-with-zoho-desk-25-12-2024

To help agents identify such permalinks and allow them to edit them before publishing the article, we are now showing an alert message that another article with a similar URL exists.



This ensures that none of the articles are duplicated. Also, the users are navigated to the right content. 

To remove the date appended to the article title, verify the folders and delete or rename the old article.

For more information on how article permalink works, refer to Setting 301 Redirection of Knowledge Base Articles.

These enhancements are available for all users across DC.

Regards,
B. Akshaya
Zoho Desk | User Education



      • Sticky Posts

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Using Agent Email Address as From Address

        Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

        • Recent Topics

        • Update a field in ALL all calls under a contact

          HI guys! I have written some deluge code to update a field in my calls after i have comepleted the call, i need this field to update in all my scheduled calls as well that are comeing up. I just cant seem to get it to work, i have put teh code below,

        • Verifying Zoho Mail Functionality After Switching DNS from Cloudflare to Hosting Provider

          I initially configured my domain's (https://roblaxmod.com/) email with Zoho Mail while using Cloudflare to manage my DNS records (MX, SPF, etc.). All services were working correctly. Recently, I have removed my site from Cloudflare and switched my domain's

        • Fat Download of Ulaa Browser

          I just observed that Ulaa Browser is offering an one-capsule big download. These days it is a custom to offer a small bootstrap downloader and based on user customization options an appropriate download completes. And this is particularly common with

        • Cancelled Transfer order problem

          Hello, We've canceled a transfer order, and we can't add the related items to a new Transfer Order. The system tells us that the bin doesn't have the required quantity, but when we check the item, it indicates that there are 2 units in the bin. It also

        • Billing Management: #8 Usage Billing in Logistics & Delivery Services

          The logistics and delivery industry thrives on movement and precision. Every delivery completed, every kilometre driven, and every ton transported is a measurable activity. However, billing often lags behind. Many logistics companies still rely on fixed-rate

        • Tags for New Tickets

          Hi there, When creating a new ticket, there is currently no way to choose a tag you would like to associate with the new ticket. Being able to associate a tag while creating a new ticket will be very beneficial as it will save time and flow well with

        • Zoho Desk: No Incoming email

          Is Zoho Desk services down? No incoming email reflect to desk tickets.

        • Zoho CRM - Widgets | Update #3 : Introducing SDK V1.5 along with new ZDK Methods and ZRC Support

          Hello everyone! Widgets in Zoho CRM just got a big upgrade! With the release of SDK v1.5, developers can now create more immersive widget experiences. This update elevates Widget development with new ZDK methods for easier interactivity and ZRC support

        • Unusual activity detected, account blocked

          I am unable to send emails and am getting the error "Outgoing blocked: Unusual activity detected. To unblock your account, please and submit a request. Learn more.". I am unsure as to why this is happening since all my activity is legitimate, mainly confirmation

        • Unable to Send Emails – Outgoing Mail Blocked (Error 554 5.1.8)

          Description: Hello Zoho Support Team, I am facing an issue with my Zoho Mail account ( admin@osamarahmani.tech ). Whenever I try to send an email, I get the following error: 554 5.1.8 Email Outgoing Blocked I would like to clarify that I have not done

        • Issue connecting Zoho Mail to Thunderbird (IMAP/SMTP authentication error)

          Dear Zoho Support, I am trying to configure my Zoho Mail account on Thunderbird, but I keep getting authentication errors. Account: info@baktradingtn.com Domain: baktradingtn.com Settings used: IMAP: imap.zoho.com, Port 993, SSL/TLS, Normal Password SMTP:

        • Payment issue with Mail Lite plan – personal NIF not accepted as payment info

          Hello, I have already contacted Zoho Support by email regarding this, but since I haven’t received any reply yet, I’m sharing it here as well to see if the community can help. I’m facing a payment issue for my Mail Lite plan. I have a personal account

        • Customer payment alerts in Zoho Cliq

          For businesses that depend on cash flow, payment updates are essential for operational decision-making and go beyond simple accounting entries. The sales team needs to be notified when invoices are cleared so that upcoming orders can be released. In contrast,

        • Figma in Zoho Creator

          Hi Team, I’m creating a form using Figma and would like to know how to add workflows like scheduling, custom validation, and other logic to it. Can anyone help me understand how to set this up for a Figma-based Creator UI form?

        • Not receiving Gmail confirmation email to send emails as Zoho account from Gmail

          Hello! I'm having an issue with the "Send mail as" option on Gmail. I am not receiving the confirmation email on my Zoho Mail account. A few days ago, it worked, then it stopped, and now when I try to fix it, I simply don't receive the confirmation email

        • Restore lost Invoice!

          Some time ago I tried to Upgrade from Invoice to Books. I not upgraded and staid n Invoice. Now i tried again and first i deleted the old trial of books. But now all is gone, PLEASE HELP!! i have no backup and i have to have at least 7 years data retention by law. 

        • Zoho Desk Down

          Not loading

        • lookup and integrated forms

          I might be misunderstanding things but I wanted to integrate our zoho crm contacts into creator. I imagined that when I used the integration it would mirror into creator. It did brilliant. BUT We have a ticket form in creator that we want to use a lookup

        • Partially receive PO without partial Bill?

          Most of our inventory is pre-paid. Let's say we purchase 30 pieces of 3 different items for a total of 90 pieces. It is common for our supplier to send us the items as they are ready. So we will receive 30 pieces at a time. How can I partially receive

        • 2 users editing the same record - loose changes

          Hello, I'm very new to Zoho so apology if this has been addressed somewhere i can't find. I have noticed the following: If we have 2 users put an inventory item in edit mode at the same time: say user1 click on edit and user2 while user1 is still in edit,

        • How to get the Dashboard page to be the first page when you open the app

          So when it opens on a tablet or phone it opens on the welcome page, thanks.

        • How I set default email addresses for Sales Orders and Invoices

          I have customers that have different departments that handle Sales Orders and Invoices. How can i set a default email for Sales Orders that's different than the default email for Invoices? Is there a way I can automate this using the Contact Persons Departments

        • Formula fields not refreshing until page is reloaded

          I need help/advice about the formula fields and how I can refresh the information in real-time. We have two formula fields on our deals page which show calculated prices: One formula is in a subform which calculates the subform total + 1 other field amount

        • How can I setup Zoho MCP with Chat GPT

          I can set up custom connections with Chat GPT but I cat an error when I try to set it up. The error is: "This MCP server can't be used by ChatGPT to search information because it doesn't implement our specification: search action not found" Thoughts?

        • API ZOHO CRM Picket list with wrong values

          I am using Zoho API v.8. with python to create records in a custom module named "Veranstaltung" in this custom module I've got a picket list called "Email_Template" with 28 Values. I've added 8 new values yesterday, but if I try to use on of those values

        • Group Emails

          I have synced Zoho CRM to Campaigns but there are certain email not synced. showing it is Group Emails, but this email ids belongs to different individuals. please provide a solution as i nedd to sync the same.

        • Enable Password Import option in ulaa browser

          Dear Ulaa Team, I noticed that the Ulaa Password Manager currently offers an option to export passwords, but not to import them. This limitation poses a challenge for users like me who have stored numerous credentials in browsers like Chrome. Manually

        • "Is Zoho CRM customer" vs "Is linked with Zoho CRM"

          Recently while building a Flow, I was setting up a Decision action following a Zoho Invoice Fetch record action. There were 2 choices that I had not seen as something I could manually action in Zoho Invoice: "Is Zoho CRM customer" and "Is linked with

        • Client Script | Update - Introducing ZRC: Simplified HTTP request library

          Hello Developers! Are you tired of juggling different methods to make API calls? Are you confused with multiple syntaxes and version restrictions? Have you ever wished for one simple way to make all API calls in CRM? We heard you :) Here comes ZRC (Zoho

        • Selection Filed for Data Export section

          Hi FSM Team, I hope you are all doing well. I would like to share an idea for future development based on my experience. Currently, in FSM, we can only download up to 5,000 records at a time. If the development team could add a selection option to choose

        • Text wrap column headers in reports?

          Is it possible to auto wrap column headers so that a longer multi-word header displays as two lines when the column is narrower than the width of the header title?

        • What if I dont see contacts on the left side list

          My CRM does not show the contacts tab. In order to create list this is needed and I cant find it.

        • Comments Vs. Replies

          I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!

        • Transitioning to API Credits in Zoho Desk

          At Zoho Desk, we’re always looking for ways to help keep your business operations running smoothly. This includes empowering teams that rely on APIs for essential integrations, functions and extensions. We’ve reimagined how API usage is measured to give

        • Resetting auto-number on new year

          Hi everyone! We have an auto-number with prefix "D{YYYY}-", it generates numbers like D2025-1, D2025-2, etc... How can we have it auto-reset at the beginning of the next year, so that it goes to D2026-1? Thanks!

        • Can you prevent closing Ulaa window when the last tab is closed (inadvertently)?

          Most browsers have started to bring this feature in to prevent closing their windows when the last tab is closed (inadvertently). I hope Ulaa should get this in too.

        • Microsoft Phone Link

          Does anyone know if you can use Microsoft Phone Link to make calls through Zoho?

        • Voip Phone system that integrates with Zoho

          Just checking to see if anyone could tell me what phone system they are using with Zoho that is on the list of systems that integrate with Zoho.  I use Vonage and have been with them for quite a few years but their service has really gone down hill and

        • Removing Related Modules Lookup Fields Assignment / Relationship

          Issue: When creating a related list, I accidently selected module itself creating a circle reference. See attached. Situation: I wish to relating a custom module called "Phone Calls" to Leads and Contacts. Outcome: 1) I either want to remove the this

        • Multiple email accounts, one phone

          Hi, I have my own businesses that use Zoho mail, now I would like to use zoho mail also for a local charity. But I noticed adding a phone number is compulsory for registering an account, and I only have one phone. This means I can not open an account because my phone number is already in use for another account. Can this be fixed? Thanks Vincent

        • Next Page