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

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88 Comments

  • Amy Gracer
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    How do I find the ID of a user_segment I created?

     

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  • Ed Ball
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    @Amy Gracer

    Go back to where you created the user segment in Guide. Click on the segment you created and look in the browser URL....  it will look something like this...

    https://yoursite.zendesk.com/knowledge/user_segments/xxxxxxx?brand_id=xxxxxxx

    The number in Bold is the ID of that segment.

     

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  • Ryan Mumby
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    Hey gang... the implementation of selecting a user segment is real bad. The search is terrible. Providing the whole list and letting us "command+f" would be easier/better. You have to type out the entire "Signed-in users (org: company name)" to find anything. Why doesn't this search the entire phrase instead of just the "Starts with"? 

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  • Brett - Community Manager
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    Hey Ryan,

    Thanks for sharing your feedback!

    I would recommend cross-posting in our Guide Product Feedback Forum to help provide visibility to other users experiencing the same issue as well as our Product Managers for review.

    I can also confirm that the search functionality within the visibility field is something they are looking to improve on so appreciate you sharing your ideas with us :)

    Cheers!

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  • Gregory Christen
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    Hey team, 

    When in guide, I cannot seem to locate the User permissions option on the bar tab. Is this because we are not using the enterprise version of ZenDesk?

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  • Brett - Community Manager
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    Hey Gregory,

    Can you confirm that you're on a Guide Professional plan? Guide Lite will not include this feature which may be why the options not showing up on your end.

    Let us know!

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  • Gregory Christen
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    Hey Brett, 

    You are 100% right, we are on a Guide Lite plan currently (face palm). Thanks for the quick response! 

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  • Brett - Community Manager
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    Happy to help Gregory :)

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  • James Hunyar
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    I have a use case where I need all agents AND signed in users with certain tags to be able to view certain articles. For instance, we have users that are brought in to beta test and need access to beta test documents through the help center. I've tried a few methods without success:

    It appears I cannot set more than one user segment per article, which crosses out the obvious solution of adding both user segments (Agents and Signed-in Users matching a tag or org)

    I then tried creating a new user segment based on Signed In Users with a specific tag. I manually added that tag to all agents as well as to a few end-users. When I create a new user segment using that tag, it excludes all agents.

    Is there a way to accomplish this that I'm missing?

    EDIT: I found that despite the user segment's list of users that appear when you define the tag NOT showing agents if you're in the Signed-In User mode, it does actually add the agents to the user segment. So though my list only returned 14 non-agents, it actually added every agent. A little peculiar, but it actually worked the way I desired!

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  • Kelly Lena
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    I need the ability to create a User Segment that contains users who have tag_a OR tag_b.  Currently, if I add multiple tags to the user segment, users must have ALL tags in order to be included in the segment.  How can we work around this?

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  • Brett - Community Manager
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    @James thanks for sharing! Glad you were able to get user segments working for you :)

    @Kelly Thanks for sharing your feedback! Since this functionality does not currently exist I would recommend cross-posting in our Guide Product Feedback forum which will help provide visibility to both our Product Managers as well as other users in need of the same functionality. If you could provide your use-case that will give us a better understanding of why this feature is necessary.

    Thanks again!

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  • Stephanie M
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    I am running in to some issues setting automatic Guide permissions for a specific use case.  Here is the situation:

    • I want to lock down Guide to only organizations (and their related users) that have an active support contract
    • Organizations will drift in and out of having an active support contract. 
    • Those organizations that have an active support contract are tagged as "Active".  Those that do not are tagged as "Do not support".  This tagging is automated, as we're integrating with an external CRM to synchronize account status weekly.
    • Right now, I have all organizations with an active support contract in a user segment that I had to manually place there.  This works okay, but the problem I have is with automatic management.  See below.

    My end goal is to automate this functionality.  I do not want to have to go in weekly to manage the user segment to add/remove organizations that do or do not have an active support contract.

    The difficulties I've encountered with this situation are:

    1. Organization tags do not filter down to the users under that organization.  This means granting permission to the user by 'tag' will not work.  There is no Automation or Trigger configuration that will tag users of the organization based on the existing tags in the organization. 
    2. There is no way to filter a user segment by organization tag.  The only tagging option available is by user, which won't work because of point 1.

    I am also thinking that perhaps something can be done with the CRM synchronization process, rather than just tagging the account, to tag all users under that account as well.  I'm not sure if this will work, and I'm running out of other ideas.  Any other suggestions I can explore?

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  • Brett - Community Manager
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    Hi Stephanie,

    Thanks for sharing!

    I did some digging around on my end and unfortunately I was not able to come up with an alternative workflow that would automatically take care of this for you other than using the API. You'd most likely need to create your own script that checks the users org and adds a tag based on the org tag.

    It looks like we have have a Product Feedback post that would help accomplish what you're looking for so I would recommend upvoting and providing your use-case for our Product Managers to view: Ability to check User Tags in Triggers and Automations

    I will also include this comment in our March Community Roundup to help provide visibility to other users who may be able to offer up an alternative solution for you.

    Cheers!

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  • Jennifer Rowe
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    Hi Stephanie,

    Just a note about one of the difficulties you'd mentioned. 

    Organization tags are inherited by users in that org. But because of the way tag indexing works, when a tag is added to an org after a user already belongs to the org, the tag does't filter down to the users until they log in or their profile is edited.

    It is a product feature request to change the way organization tags are associated with end-user profiles so that the tags are indexed whenever an organization is updated rather than whenever a user is updated.

    In the meantime, users can be updated to reflect the appropriate organizations tags either by bulk updating them through an SSO method or by the users logging in. When a user logs in, their profile should be indexed to match the most updated organization tags so that they'll only see content for the correct user segment.

    Hope that helps!

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  • Kelly Lena
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    Jennifer, I have a ticket open with one of your tech engineers for exactly this issue, but with the added problem that updating users in bulk does not actually cause them to inherit any new org tags.  I'm not sure if the user logging in will work (I haven't had a chance to test this specifically) but so far the only way to get a user to inherit a new tag added to their org is to manually edit the use profile.

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  • Brett - Community Manager
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    Thanks for sharing Kelly!

    Our team will follow-up in the ticket once there's more information to provide regarding this issue.

    Cheers :)

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  • Melissa Lanning
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    Our users are setup via SSO, and we don't use the Support/ticketing function, just Guide. It seems that there is no way to create tags or orgs for Guide alone. 

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  • Brett - Community Manager
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    Hey Melissa,

    You'd need to tag these users profiles or add them to an org within the Support interface to set them up in a user segment. Unfortunately there's no way to accomplish this within the Guide interface at this time.

    You shouldn't need to do anything else within Support if you're not using the ticketing system other than tagging the users profiles or adding them to an organization.

    Let me know if you have any other questions!

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  • Melissa Lanning
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    Hi Brett - Thanks for clarifying that. When I go into the Support admin panel and go to Tags under the Manage section, I just see the following message:

    "Tags are words or combinations of words you can use to add more context to tickets and forum topics.You have not used any tags in the last two months. Begin adding tags to your tickets and entries and they will appear here." 


    So if we are not using the Support function for ticketing, how can we add Tags? 


    When I try to add a Group, it simply says that Groups are meant for assigning internal Agents to work on tickets, and only shows me a handful of internal users I can select. So this is not a viable option to group external "Signed in users" either. So it seems that user access for Signed in Users in Guide cannot be controlled this way. I see that I can use domain names to add users to Organizations, but given that we have thousands of clients at thousands of different domains that need to be grouped together based on their product subscription, this solution seems pretty unmanageable, especially since we have an internal account management tool that our Client Services team is already set up to use that creates users via SSO (which is how our ZD users are being created now.)

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  • Rebecca McMurry
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    I am trying to set-up a very simple login for users.

    I created Organizations. Organizations are appearing under signed-in users. https://www.screencast.com/t/z3y9Oql0mB

    I need these Organizations to access the Submit a Ticket button however the Submit a Ticket button is not displaying.  It does display in the preview for end users. 

     

    Is an end-user the same as a signed-in user? What can I do to get the button to appear?

    Thanks.

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  • Amy Gracer
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    @Rebecca

    I'm assuming you have to sign in to see the Submit a Ticket button. Did you try that?

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  • Rebecca McMurry
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    Thanks for the nudge. My tester was not logged in with the correct credentials. Testing again :-)

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  • Julia Kornilenko
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    Hi, we experience need in more then 200 user segments (now there are 300 groups of clients we want to share different articles with, and this number is going to grow). Can the max number of segments  be increased?

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  • Brett - Community Manager
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    Hey Julia,

    At this time the number of user segments cannot be increased. I'll pass this feedback along to the appropriate team so they're aware of this need. It's also worth mentioning that there's a new EAP available for users segments that will allow you to define User Segments where tags can be combined with the OR operator in addition to the existing AND operator. Here's a direct link to the EAP: Zendesk Guide EAP - User Segment OR tags

    It may be worth signing up for the EAP to see if that will help with organizing your User Segments.

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  • Allison S
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    Hi there, 

    So I'm curious if this is available to our team? We have the "legacy" plan? We have been using Zendesk for 10 years now so I am unsure if this is included in our plan? 

    Thanks!

    Allison 

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  • Brett - Community Manager
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    Hi Allison,

    User segments should be available on Guide Legacy. You can find out more about what's available on your plan by viewing this article: About the Zendesk Guide plan types

    I hope this helps :)

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  • Amanda Black
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    I'm very excited by the recent update of "User or organization has ANY of the following tags". This is a GREAT HELP!! Thank you for the add!

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  • Thomas Crowley
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    Hi all, we use Segments and tags to restrict certain articles to some of our implementation partners. We're making a few changes to how we use partner-facing pages, so I'm trying to add a message to the article_page.hbs file that is only visible to the "Partner" segment of the End User role.

    I've done this for pure "internal" pages (ones that only Managers and Agents can access), but am unsure how to do it for external pages that are restricted to the "Partner" segment of the End User role, or to a certain tag on the Signed-in Users segment.

    Is this possible?

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