Creating user segments for Guide user permissions (Guide Professional and Enterprise)

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  • Heather Rommel
    Community Moderator

    Jordan Prangnell,

    It gets a little tricky from what I understand, but assuming you have Enterprise:

    This is done as a combination of the permissions set on the articles and the Agent user profiles.

    You'll want to set User Segments up as needed and add them to the Articles. I suggest strategically planning this out and documenting as best you can to refer to later.

    Also, update the Article "Managed by" selection to roles you've set up that would be allowed the Manage Guide permissions. We have several layers of this based on experience to allow flexibility. Again, documentation is key!

    Here are a couple of visuals to help I hope!


    Agent Profile:

    I hope this points you in the right direction!




  • Jimmy Rufo

    Apologies if this has been covered, but is there any way to create a segment based on the following criteria

    (User matches any of a certain tag) OR (belongs to X organization)

    I'm trying to set up a segment for a group of customers that share one basic tag, but I also want to include internal end users from my own organization that are not agents.

    Example:  User has tag "Special", OR Organization is "My Company Name"

    It seems that no matter what I try, either I can only show the users with the tag(s) I need, or users from a certain organization, but not both.  Thoughts anyone?

  • Jimmy Rufo

    Oof.  Disregard my last comment.  I just added a new tag to my company's org, and added that tag to the former condition.  Problem solved.

  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for letting us know that you got it figured out, Jimmy!

  • Lauren Williams

    Hi, apologies if this is covered elsewhere but is there any means to arrange the user segments or management permissions in any sort of order, i.e alphabetical?

  • Gail L
    Zendesk Community Team

    Hi Lauren,

    No, the user segments do not currently have sorting options beyond the separation of Staff and Signed-In User segments. 


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