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

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102 Comments

  • 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!

    Articles:


    Agent Profile:

    I hope this points you in the right direction!

    Sincerely,

    Heather

     

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  • 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?

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  • 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.

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  • Nicole S.
    Zendesk Community Team

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

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  • 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?

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  • 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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  • Marci Abraham

    Every link I find to " Creating user segments for Guide user permissions" points back here, to this article. Apparently there used to be an article by that name here, but it's not available here anymore -- this one is just about adding individual users. Can someone point me to the correct article on creating user segments?

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  • Nicole S.
    Zendesk Community Team

    So sorry about that Marci! I'm in contact with the documentation team about this. Looks like we have a little redirect loop going, 

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  • Marci Abraham

    Haha, it happens! ;-) Thanks for checking into it!

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  • Oliver Williams

    Is this feature currently being upgraded or in development? I followed the directions here and none of the tag/group restrictions are actually restricting anything. In these screenshots, there are 57 matched users when no group restrictions are applied and 57 matched users when one group restriction is applied, you can even see the group listed in the matched users for the one match.

     

     

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Oliver,

    This feature should allow you to restrict access based on the group the user is assigned to. Even after saving the user segment and applying that segment to an article, others are still able to view the content?

    If so, I'm happy to create a ticket on your behalf to dig into this further.

    Let me know!

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  • Григорий Дядик

    Добрый день. А как создать сам тег?

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