Restricting agent access to knowledge and skills
Updated June 14, 2026
Per-agent access control
By default, every agent has access to all knowledge documents and all configured skills. Access control lets you restrict individual agents to a specific subset of each — useful when you have agents dedicated to different products, regions, or tiers.
Knowledge Base Access
The Knowledge Base Access card on the agent's Configure page lists every document in your knowledge base. Leave all unchecked to grant access to everything (the default). Check specific documents to restrict the agent to only those sources — the agent will not search or retrieve anything else.
Skills Access
The Skills Access card lists every configurable skill: Zendesk assignment rules, group rules, tag skills, macros, and notification channels. Leave all unchecked to allow the agent to use all skills. Check specific skills to limit the agent to only those actions.
Saving access control
Changes to Knowledge Base and Skills access are saved together when you click Save Access Control. The restrictions take effect immediately on the next conversation — no restart required.