Creating user segments to restrict Help Center access (Guide Professional) Follow

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13 comments

  • Avatar
    Clement Tang

    Thanks for this great update :D

    Would like to know can we also restrict categories too? Because we use categories for different products.

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    Jessie Schutz

    Hey Clement!

    Your Guide content can only be restricted at the Section level. But if all Sections in a Category are restricted to a specific user segment(s), the Category itself will only be visible to that segment. 

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    Ed Ball (Edited )

    This article mentions Organizations but I do not see this option when editing a segment. Is this not an option anymore? It does seem to be there when creating it initially.

    Well I get it now..  Orgs goes away when i try to use it with agents and managers. The problem is we want to lock a section down to only certain agents and it does not seem to be working. It's a very specific number of people with a tag of xxx_support and it does not seem to be hiding it from other agents. And it have tried just signed in users and the tag xxx_support and it still shows up.

    I messed with it a little more. Even with my 'tag' on the user segment it is showing to all agents unless they are on specific roles. There are three roles that this section isn't visible to. Agent, Guided view, and light agent. All other roles can see this section. Even if the user does not have the specified tag.

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    Laura Baughman

    -Can knowledge base content be restricted at the article level or is it limited to entire sections?

    -Also is there a way for the article titles to appear to all user segments, but not necessarily be accessible? By way of having a lock icon near the content, for example?

     

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    Nicole Relyea

    Hey Laura - 

    Thanks for your questions! As far as restrictions go, that happens at the section level, unfortunately it's not available on an article-by-article basis. 

    The functionality to show but be inaccessible is not natively available. However, someone in the community may have a workaround or suggestion for you there. 

    Ed - I'm not sure about the answer to your question, but I'm looking into it. I am wondering if using groups might be helpful here. Standby. 

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    Nicole Relyea

    Hey @Ed - 

    Are your agents also members of at least one group? In order for the user segment to apply to an agent, they must both have the specified tags and belong to at least one group. 

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    Jennifer Rowe

    Ed,

    I had a thought--Guide managers can see all sections of your KB regardless of any restrictions. So check to see if the roles that can view the section have "can manage Guide" enabled.

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    Ed Ball

    Thanks for the answers.

    Yes if you have have manage guide you can not hide anything from them. But the way it works is not ideal. The section we want to use is for only a select group a agents. We have some agents and some outsource agents that are allowed to manage guide and create articles. The section we want to create should only be visible by 4 or 5 agents at most. But that is currently not possible in Zendesk. We tried to use Orgs, but that isn't possible with agents/managers. We tried to use Tags but those are ignored for agents. So we are stuck with no where to go for this.

     

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    Jessie Schutz

    Hey Ed!

    I'm sorry that it's not working for your use case...I think the general idea is that if you trust someone to create and edit content in your Guide, you trust them to see all of that content as well.

    As far as I can tell there isn't going to be a way to work around this short of keeping that specific documentation elsewhere, like in Google Drive or Dropbox. You could perhaps put a link to the external resource in the corresponding articles but have it restricted so that even if Guide Managers click them, they won't be able to see the contents. I know it's not ideal, but it would get the job done.

    I'd also encourage you to post in the Product Feedback forum about this use case. I don't see anything there to that effect right now, but it's a sufficiently unique one that I'm sure our Product Managers would be interested to see it (even if they're not able to respond).

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    Sara Hopson

    Is there any talk of increasing the maximum # of user segments? We weren't aware of the limit as we built out our helpdesk instance and were planning to use the functionality to restrict access on a per-customer basis to certain user-specific content. Thank you!

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    Nicole Relyea

    Hey Sara - 

    Welcome to the Zendesk Community! You know, I can't say we've gotten many requests for additional user segments. Can you tell us more about your use case? 

  • Avatar
    Sara Hopson

    We post customer-specific content (i.e. co-branded marketing materials) on our Guide and therefore need to restrict access to those articles/section on an organization-by-organization basis, which we have done thus far by using user segments.

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    Jennifer Rowe

    HI Sara,

    I'm going to create a ticket for you so we can talk more about what you need.

    thanks!

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