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

    • 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

    • 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

    Nederlandse Hulpbronnen


      • Recent Topics

      • Incoming 'Message' data via WhatsApp appears empty

        the Incoming 'Message' data via WhatsApp appears empty; instead of customer messages, I only see CRM system notification messages are being displayed. I have seen 3 messages like this since yesterday it seems that in 'All Message' the message snippet

      • Handling Automatic Replies in Desk

        We send out email campaigns (currently via Klaviyo) and naturally we receive "Automatic Replies" to these mass email campaigns. These responses are all being routed to Zoho Desk. We get two types of "Automatic Replies" Type 1) Customer is out of the office/holiday

      • Zoho Mail API Error EXTRA_KEY_FOUND_IN_JSON

        I have a workflow set up in Pipedream that uses the Zoho Mail API to send emails from my account. It's worked without issue for months but today I'm getting the following 404 error for every email I try to send: { "data": { "errorCode": "EXTRA_KEY_FOUND_IN_JSON"

      • How to search (web API) for a Calls record by phone number?

        Using v8 /Calls/search web api I'm unable to to complete a search request no matter how I use the api: When I try using "criteria=" I get: response: <Response [400]> response_json: { "code": "INVALID_QUERY", "details": { "reason": "the field is not available

      • [Free Webinar] Product Release Updates - Creator Tech Connect

        Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar that runs for around 45 minutes. It comprises technical sessions in which we delve deep into

      • Zoho GenAI API Error Not a valid response from zia.

        Zoho GenAI API Error Not a valid response from zia.

      • Help me to retreive my Document

        Please help me to retrieve my documents from any date between 1st February, 2025 to 20th,March 2025 .it got mistakenly deleted on the 21 of March 2025 due to phone screen malfunction I earnestly await your positive response .thank you

      • how to change the page signers see after signing a document in zoho sign

        Hello, How can I please change the page a signer sees after signing a document in Zoho Sign? I cannot seem to find it. As it is now, it shows a default landing page "return to Zoho Sign Home". Thanks!

      • Look Up Field Type not available for events and tasks?

        Look Up Field Type not available for events and tasks?    

      • I cannot check out to Zoho People.

        When I tried to check out today, there's prompt that inhibits me to check out: To add entry in Attendance, log time for any of your jobs

      • Digest Juin - Un résumé de ce qui s'est passé le mois dernier sur Community

        Bonjour à toutes et à tous, Ce mois-ci encore, tout s’est enchaîné à toute vitesse ! On vous fait un petit récap de ce qui a marqué ces dernières semaines. Zoho RPA est une solution robuste d’automatisation des processus, conçue pour s’intégrer aux systèmes

      • Different Transaction Series for Different Types of Sales

        Is there any way I can create multiple transaction series for different type of Sales? Say B2B-001 and B2C -001 for respective type of Sales.?

      • Unable to charge GST on shipping/packing & Forwarding charges in INDIA

        Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.

      • Customer Advance Zoho Book API

        All I could find was Customer Payment API, it does not have facility to add customer advances, where those are not linked to any invoice as such. How to do it?

      • Even though the received amount+tax is equal to or lesser than the invoice value, zoho doesnt allow to record

        Even though the received amount+tax is equal to or lesser than the invoice value, Zoho mentioned the error- you've recorded more payment than the actual invoice balance. please check again. screenshot also attached.  You've recorded more payment than

      • Multiple deductions in invoice

        I issue invoices to a customer that include multiple deductions that I would like to track in different expense accounts. But that is not possible in Zoho Books as there is only one Deduction field and even that I don't have control over to assign it

      • #BiginnersTips | How to bulk update closing dates for multiple deals in Bigin

        Hello Biginners! Keeping your CRM data accurate is crucial for any business- big or small. One key aspect is ensuring that closing dates for deals are always up to date. Why? Because if a deal is closed but not updated, your dashboards and reports would

      • 采购里出现付款通知 的错误

        采购里面出现付款通知错误，怎么调整，我找不到路径，好像是ZOHO 自动生成的，请问怎么调整

      • {"code":1002,"message":"Statement of Accounts does not exist."}

        Hello Zoho team, I faced an issue while trying to POST a sales order from sap to zoho books, using the below data packet: {   "customer_id": "4322967000027451968",   "line_items": [     {       "item_id": "2154170000010847685",       "rate": "752.00",

      • Add Custom Fields only in Customer module and not on supplier module!? Is not there a way to do that!?

        I am trying to create custom fields on clients module but it also gets created on suppliers module; which of course does not make sense at all as a lot of custom fields are client or supplier specific but never both. I am missing something? This seems

      • Logging website service fees

        Hello, I do a lot of freelance work on sites like Upwork and Wyzant and others and those companies take a small cut from what I pay or what I earn and I am wondering what is the correct way to log this in my books. For example if I charge $55 per hour

      • How do i clear a liability account without making a payment?

        I have a liability account with a provision for an expected bill from previous years. However the bill never arrived and the provision/liability account with Cr balance has been carried forward for many years now. How do i know clear the provision made

      • 2 Transactions for single Expense

        I have make 2 payments and have 1 Invoice containing both the items. My Bank Feeds show 2 Transactions, How can i associate them with Single Expense? I tried adding them to Advance Payment, but advance payment I can only apply to Bills It seems. Why cant

      • Everything AI in Zoho Recruit – Webinar Recording Available!

        AI is transforming the way recruiters find, engage, and hire top talent. In our latest webinar, we explored how Zoho Recruit’s AI-powered features can help streamline hiring, automate workflows, and improve decision-making. Missed the session? No worries

      • Introducing the FTP task in Deluge

        Hello everyone, We're excited to announce the launch of the FTP task, a powerful addition to Deluge that enables you to effortlessly transfer files between various Zoho apps and your own servers. Unlike the invokeUrl task, which supports various HTTP

      • The Social Wall: June 2025

        Hello everyone, We’re back with June Zoho Social highlights. This month brought some exciting feature updates—especially within the Social Toolkit—to enhance your social media presence. We engaged with several MSME companies through community meet-ups

      • Custom widgets on Zoho one dashboard

        Is it possible to create custom widgets on the Zoho One dashboard? I see there is a widget name My Open Tickets to display open tickets in my view, but I would also like to have a widget to display unassigned tickets. A widget to display unfinished projects

      • Data privacy concerns

        Does Zoho team have access to my data in the database e.g. Balance Sheet, Bank account transactions, Profit & Loss statement etc.

      • Ability to Remove/Change Zoho Creator Admins via Zoho One Interface

        Dear Zoho One Team, Greetings, We would like to request a feature enhancement in Zoho One. Currently, it is not possible to remove or downgrade a user with the Admin role in Zoho Creator from the Zoho One admin interface. Unlike other Zoho apps where

      • Zoho Sheets

        Are they ever going to set up the feature "where I left off" just as you can do in Microsoft Excel online ? For me that is the only feature missing from Zoho sheets other than that I think they are terrific and use them every day. I only occasionally

      • Canvas Detail View Related List Sorting

        Hello, I am having an issue finding a way to sort a related list within a canvas detail view. I have sorted the related list on the page layout associated with the canvas view, but that does not transfer to the canvas view. What am I missing?

      • Mass Update in Zoho CRM

        Hello, I want to update my past update records by using deluge on some conditions. anyone can please tell me how can I do it.

      • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

        Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

      • Action requested: Retain your sales journey configuration in Path Finder

        Dear Customers, We hope you're well! As you might know, we're completely overhauling our journey management suite, CommandCenter, and are in the last leg of it. As a means of getting ready to go live, we will be announcing a series of requests and updates

      • search layout in new version

        Hello where is the menu for customizing search fields (module search layout) in the new zoho version (2016) ?? thanks nono

      • Zoho Marketplace Analytcis

        Hi Team, Our Zoho Marketplace Dashboard is not showing any data. What do you think we could do?

      • if i have zoho one can i upgrade some of my staff from crm to crm plus within my organisation?

        if i have zoho one can i upgrade some of my staff from crm to crm plus within my organisation? Or because I have many licenses of ZOHO ONE , IF I upgrade some staff to ZOGO CRUM PLUS. they will not be on the same organisat

      • The problem with Commerce ownership changing

        Hi, I am changing the ownership of the company and trying to delete the previous user-owner. I changed the owner of the company from user Tatiana to user Eugene. Eugene is the owner of the organization. It's OK. I am now trying to remove the user Tatiana.

      • Secondary Emails

        I am having issues deleting a secondary email address from a couple of our users and need help. When in Directory, manage email addresses, I click the trash icon by the email address and confirm I am trying to delete the email. I click continue and I

      • Kaizen #121 : Customize List Views using Client Script

        Hello everyone! Welcome back to another interesting Kaizen post. In this post, we can discuss how to customize List Views using Client Script. This post will answer the questions Ability to remove public views by the super admin in the Zoho CRM and Is

      • Next Page