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

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88 Comments

  • Jessie Schutz
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    Hi Bart!

    It's not possible to have two separate ticket landing pages, but if you're on Support Professional or Enterprise you have the option of creating custom ticket forms, which would allow you to serve two different form options for your users, depending on their needs. You can read more about those here.

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  • Jason Selby
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    Hi There, I really want to use this feature but I am having issues. I want End-User to be able to view different user segments which is governed by tags/and or organisation but it is not working. If i change the end user to a light agent it then allows access. Please can somebody tell me what i am doing wrong?

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  • Maggie Ungerboeck
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    Hi Jason,

    There are a few different pieces to this setup:

    1 - tag the orgs or users with the tags for their user segment

    2 - create the user segment in Guide and assign the tag and/or organization to it

    3 - assign the help center section to the appropriate user segment

    Sounds like either the help center section is assigned to Agents & Managers, the tags aren't assigned on the user segment correct or the users and/or orgs don't have the correct tags on them to connect them to the user segment.

    Hope that helps!

    Maggie

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  • Jason Selby
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    Maggie,

    All the user segments are correctly tagged. The issue is if that if they are end users they cannot view but if i change their role to light agent they can then view. I am assuming that by the information supplied the users role shouldn't matter?

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  • Maggie Ungerboeck
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    Hi Jason,

    And the end users are correctly tagged?  Seems like it should be set up to work. Do you have a screen print of one of the user segments, the section assigned to the user segment and the end user with the segment assigned?  That might help figure out where the configuration isn't working. 

    Thanks,
    Maggie

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  • Jessie Schutz
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    Thanks for jumping in to help out, Maggie!

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  • Konrad Hylton
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    Hey there, am I able to manipulate user segments if I am on the "Support - Essential" Plan coupled with the "Guide - Professional" plan?

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  • Cenk Tukel
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    Hi Jessie,

    This support platform is great and the comments very to the point.

    I am also stuck with what Sheldon wrote.

    https://support.zendesk.com/hc/en-us/articles/115007686307/comments/360000030828

    In summary, to manage the access to sections, how can I add multiple user segments?

    I just couldn't find a way to add multiple user segments to a section. For specific section, I need to give access to a user segment A (with signedin end-users with certain tags) and user segment B (my staff in a certain group). I created the user segments for both, they work perfectly but I can only define one user segment as access right to a section.

    Many Thanks.


     

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  • Gail Leinweber
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    Hi Konrad,

    I'm chiming in from Zendesk Support on your question.

    If you're on Support Essential and Guide Professional you will have a limited version of the User Segments feature. You would be able to limit for agent only content, but because the Essential plan does not include the Tags feature you would not be able to limit based on those. 

    All the best,

     

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  • Cenk Tukel
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    Hi Gail,

    Many thanks for the input but I am in Support Team and Guide Professional plans.

    I can create tags, user segments, assign sections to different user segments, etc...

    I am stuck in one place where I need to assign a section both to

    a) an end-user segment and

    b) an agent-user segment.

    When creating user segments, ZenDesk does not allow me to add users both from end-users and agents (staff).

    ZenDesk forces me to choose either from the signed in users (assume these are end-users, and does not include staff even if they have the same tag as the end-user?), or from the staff. 

    I also couldn't find a way to add multiple user segments to a section (this would have made my life so easy)...

    Appreciate if you can think of any solution to my problem?

    Many Thanks,

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  • Steven Hank
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    Hello,

    The update for user permissions is much appreciated. I do have a question though. Is it correct to say that with these updates, user segments can only be used to restrict who can view certain sections, but cannot be used to restrict who can edit certain sections? I would like to grant permissions to certain agents to edit certain sections of the Guide but not the whole guide. Is that possible yet?

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  • Stephen Fusco
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    Hello Cenk, 

    Applying multiple user segments is not possible at this time, i'm afraid. 

    I see you've submitted a ticket to us on this though that was escalated to our Tier 2 team. The agent assigned to your ticket can go into a deeper dive on your particular use case and requirements though and may be able to help provide a workaround. 

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  • Thomas D'Hoe
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    If you have the condition "Signed in users with user tag xxx", does an agent that have the same user tag have the permission to read that article?

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  • Amanda
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    I see how I can set user segments so certain end-users can see posts etc, but what I also want to do is disable the ability for end users to create posts. Is that possible? Ideally, just admins would create a handful of posts that end-users could comment on/ask questions but not be able to create their own posts.

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  • Nicole - Community Manager
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    Hey Amanda -

    There's not a way to do that natively; you would need to use some custom code to hide the "new post" button from end-users' visibility.

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  • Marshall White
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    I'm curious why there is a limit of 200 user segments, and if there would be any way to increase that limit.

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  • Nicole - Community Manager
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    Hi Marshall -

    The user segment limit is due to technical and performance consequences that arise above that threshold. It's not something that can be increased.

    If you want to share more about how you're using user segments and why you would need more, we'd be happy to see if we can help you come up with a workaround or different workflow that can accomplish what you're looking for.

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  • Marshall White
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    Hi Nicole,

    We leverage a single Help Center to support a number of different companies who use our software. Sometimes those companies have help content specific to them, so historically we restricted sections to just those organizations. We'll exceed 200 companies who need custom content soon, and so far the only alternative we can think of is trying to deploy 200+ brands to keep things separate. That's obviously not ideal so I was hoping the limit could be increased

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  • Nicole - Community Manager
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    Thanks for the additional detail, Marshall. I'm going to check around with some folks internally and see if we can come up with a creative solution for you.

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  • Mary Beth
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    Hi,

    We want to serve articles to users via tickets, but not have a public KB. I've read through this and want to confirm that if we tag our users:

    • we can restrict HC access to tagged users
    • tags can be applied in bulk
    • the HC will not be "public"
    • this will not impact user ability to submit tickets

    I know we will need to upgrade to the next level of Guide - we're on Lite right now.

    Does this sound correct?

     

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  • Maggie Ungerboeck
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    Hi Mary Beth,

    From what you've written, sounds like you actually want to de-active your HC (https://support.zendesk.com/hc/en-us/articles/115001440027-Deactivating-your-Help-Center) so it's not available to end users. Tagging just allows you to control the content that users see in the HC but doesn't actually control who can get to the HC.

    Hope that helps!

     

     

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  • Mary Beth
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    Hi Maggie Ungerboeck ,

    Thanks for your response.

    I'm not sure. We still want to serve articles to customers in tickets. If we deactivate, I'm not sure customers will be able to see the served articles?

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  • Maggie Ungerboeck
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    Hi Mary Beth,

    I agree - I don't think they will be able to see them if you deactivate but then your HC will be live to your customers which you don't want either. We don't have this configuration so unfortunately I'm not familiar with the details. Maybe post this in their Guide Community area to see if there are others who have the same set up? You'll probably reach a wider audience in there and might be able to find someone who can better help!

    Thanks,
    Maggie

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  • Mary Beth
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    Thanks, Maggie Ungerboeck,

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  • Brett - Community Manager
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    @Marshal

    We were able to reach out internally and unfortunately was not able to come up with an alternative workflow that would address this limitation. The best option is to make a post in our Product Feedback Forum along with your use case for our Product Managers to view. This will help gauge interest from other users that are running into the same roadblocks

    We greatly appreciate the time you take sharing your feedback us. Thanks!

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  • Jepruitt
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    Is there also a limit on the amount of tags that can be created?

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  • Brett - Community Manager
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    Hi Jepruitt,

    There's no way to set up a tag limit at this time. What workflow have you implemented that would require this limitation?

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  • Jepruitt
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    Hi Brett, thanks for the response. After reading that there is a limit of 200 user segments, I wanted to verify if there is also such a limit for tags.

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  • Brett - Community Manager
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    Thanks for the clarification :)

    You can create as many tags as needed for your account.

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  • Jepruitt
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    Awesome! Thank you for the information.

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