Navigate to Settings > Organization > Permissions.
2. Under the ‘Agent Permissions’ and ‘Supervisor Permissions’ areas, toggle the ‘Can edit FAQs?’ and ‘Allow bulk-edit of Issues’ options as needed.
If you set the ‘Can edit FAQs?’ switch to YES, Agents/Supervisors will be able to edit FAQs. If you set the switch to NO, they will not.
If you set ‘Allow bulk-edit of Issues’ to YES, Agents/Supervisors will be able to bulk edit Issues. If you set the switch to NO, they will not.
Please note that by configuring these permissions, you are editing for ALL Agents on your team.
If you’ve configured your FAQ permissions so that Agents or Supervisors CANNOT Edit FAQs:
- They will not be able to add, edit, or delete new and existing FAQs/Sections
- They will be unable to reorder FAQs/Sections
- They will be unable to view the option to ‘Update FAQs via CSV or html’
If you’ve configured your Bulk-Edit Issue Permissions so that Agents or Supervisors CANNOT perform bulk edits:
- They will no longer see checkboxes next to each Issue row on the Issues Feed
- They will no longer be able to ‘Select All’ Issues at the top of the Issues Feed
- They will no longer see the bulk edit box which displays after bulk-selecting Issues