Knowledge Copilot should not require full Support Admin access
What is your request? Who does it affect in your organization?
We would like Knowledge Copilot to be available to users who have Manage Knowledge/Knowledge Admin permissions, without requiring full Support Admin access. This primarily affects colleagues whose role is focused on managing and creating Knowledge content, such as our Customer Education Specialist, but who do not need or should not have access to wider Zendesk administration.
What problem would this solve?
Currently, accessing Knowledge Copilot requires full Support Admin permissions in addition to Knowledge Admin permissions. This means we have to choose between giving a user significantly more access than their role requires or preventing them from using a Knowledge tool that is directly relevant to their responsibilities.
When did this issue last affect you? How often does it happen, and what impact does it have on your work?
This issue came up recently when we wanted our Customer Education Specialist to use Knowledge Copilot as part of their role. We expect this to be an ongoing requirement as they continue to manage and develop our Knowledge content. Giving them full Support Admin access would provide permissions over areas of Zendesk that are unrelated to their role and could create unnecessary security and governance concerns. As a result, we are currently unable to give them access to a feature that would be useful in their day-to-day work.
Are you using any workarounds?
Our current workaround is for the user to continue managing Knowledge without access to Copilot. The alternative would be to give them full Support Admin access, but we do not consider this an appropriate workaround given the additional permissions it provides.
What would your ideal solution look like?
Ideally, Knowledge Copilot would respect the existing Knowledge Admin/Manage Knowledge permission, allowing users with responsibility for Knowledge to use Copilot without requiring full Support Admin access. This would provide the functionality they need while maintaining appropriate least-privilege access within Zendesk.