With the approval workflow now available in the Freshdesk Knowledge base, admins can now provide specific levels of access to agents, based on the part they play during a content approval process. 


A quick guide on customizing roles for agents involved in a content approval process


  •  Go to Admin settings > Roles under General settings
  • Click on New Role
  • Provide the necessary Title or description for the role that you are creating (eg: Content approver or content writer)
  • Scroll to the Solutions category to find the levels of access that can be provided for your agents who are using the Knowledge Base



  • Within the access levels available under Solutions, you will find that you can now enable/disable approval access for an agent



  • You can also ensure that an agent can only publish approved articles by enabling the corresponding checkbox.



  • It is also possible for you to restrict an agent’s access to only consume content