We use both Guide and Support (Enterprise) but run into limitations of Guide with respect to configuring user segments, currently only offering ‘tags’ and or ‘organization select lists’ to work with.
We want to offer our customers access to certain content based on the support subscription they have with our company. We aim to support our customers first through offering support content in Guide, if this does not resolve their query they can raise a request with Support.
Since we grow our customer list over time, the number of organizations is relatively dynamic, but Guide does not offer the possibility to create user segments based on dynamic rules like: organization is not NULL, or organization like ‘%ABC%’. We can create organizations dynamically in Support, but not update guide to add the organization to a certain user segment.
Tags provided in JWT / single sign on will overwrite all existing user tags, and is therefor not suitable to use as a means to segment signed in users based on tags, since it will limit agents and Support business rules to create contextual tags based on support queries.
So we are currently not able to support our proposed business scenario, where we allow users of a customer organization to have access to specific Knowledge Base content without the need for them to raise a request with Support first. This is limiting us in our possibility to offer gated content based on ‘subscribed support level’ to our customers’ staff.
What we would like to see is more options to create & manage user segments based on attributes available in Zendesk (Support). We work with user fields that are populated from JWT to express certain support characteristics the user is entitled to based on its organization’s support subscription. We would like to see this capability extended to Zendesk Guide.
In Support tags are created from these ‘user fields’ and assigned to a user, based on business rules, but this requires a user to (first) raise a request with Support. Looking at our business scenario where we want a user to first visit Guide before raising a request with Support we would like to be able to use ‘user fields’ in Guide to create and manage user segments.
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