A user segment is a collection of end-users and/or agents, defined by a specific set of attributes, used to determine access to Help Center content.
All of your user segments appear on the User Segments management page. After you create user segments, you can edit, or delete those user segments as needed. You must be a Guide admin to manage user segments.
To apply user segments to determine user permissions, see: Setting view permissions for the Help Center, Setting view permissions on articles with user segments and Create management permissions to define agent editing and publishing rights.
Accessing your user segments
- Staff members
- Signed-in users
User segments appear in the order in which they were created, from newest to oldest. You cannot rearrange user segments in the list.
- In Guide, click the User permissions icon (
) in the sidebar.
Editing user segments
You can Create user segments to define access to articles and topics in your Help Center. You can also edit a user segment at any time to update the tags, groups, organizations, or individual users that define the user segment. However, you cannot change the User type.
To edit a user segment
- In Guide, click the User permissions icon (
) in the sidebar.
- Click the user segment you want to edit.
Alternatively, you can click the options menu at the end of the user segment, then select Edit. You cannot edit the built-in user segments.
- Make any changes that you want to apply.
On the right, you can preview a list of matching users. If there are more than 30 users, click View all matching users.
You cannot edit where a user segment is applied in the user segment itself, but you can click View articles that are only visible to this segment to see a list of articles where the user segment is applied.
- Click Save segment.
Deleting user segments
You can create user segments to define access to articles and topics in your Help Center. When you no longer need a user segment, you can delete it. You cannot delete a user segment if it is currently applied to a knowledge base article or a community topic.
To delete a user segment
- In Guide, click the User permissions icon (
) in the sidebar.
- Click the options menu at the end of the user segment you want to delete, then select Delete.
Note the following:
- If the user segment is not currently applied to a Help Center article or topic, it is deleted and removed from your list of user segments.
- If the user segment is currently applied to an article, you can delete it. The user segment field of the article is unselected.
- If the user segment is applied to a Help Center, you can delete it.. The Help Center is restricted to Admins, see Setting view permissions for the Help Center.
- If the user segment is currently applied to a topic, then you cannot delete it. You can edit the article or topic where the user segment is applied to change the user segment, see Setting view permissions on articles with user segments and Restricting access to community content.
9 Comments
Are user segments available to be utilized in Guide Theme customizations?
Hey James!
Can you be more specific about how you'd want to use these segments in your customizations? There's a lot that you can do with JS and CSS in Guide, but more detail on your use case will help us figure out if what you want to do is possible.
Hi - can these segments be reordered manually and/or automatically alphabetised
We have a different segment for every client and creating a new section that is limited to one or more clients takes some trawling through the list.
Hi Stewart!
Unfortunately the Segment list can't be reorder - it will always list Segments in the order that they were created. This would be a great feature to have. If you're interested, we'd greatly appreciate you posting this in our Product feedback forum: Product Feedback.
Please let us know if you have further questions :)
Best,
Hi,
I am trying to use segments to restrict access to knowledge base articles. Am doing the following
1. End users are created using the API and end users are given tags based on the role they have in our software
2. User segments are based on tags, some have one tag and some have multiple tags
We are seeing that some end users are not getting mapped to the segments which they should, for example if
Segment A : tag1
Segment B : tag2
Segment C : tag1, tag2
If an end user has both tag1 and tag2 we are expecting it to be mapped to all three segments but it is not happening.
Hey Alok, thank you for reaching out.
It is strange that you do not have this functionality working as expected. I set up a test within my own account and the behavior you described is happening within the account. I had 3 sections, each with a unique User Segment.
Section A: UserSegment1
Section B: UserSegment2
Section C: UserSegment12
The division of the Segments is as follows.
UserSegment1 Tags = testsegment1
UserSegment2 Tags = testsegment2
UserSegment12 Tags = testsegment1, testsegment2
I then created 3 unique users.
TestUser1 Tags = testsegment1
TestUser2 Tags = testsegment2
TestUser12 Tags = testsegment1, testsegment2
The way this all shook out on my Guide was that TestUser12 had access to all three sections, as they were added to all three segments. it's important that the tags are added to the user profiles directly. Do you see on the profiles that they are members of multiple segments? If not, there is something else at play. Perhaps the third user is added to a unique segment rather than all three. During my testing I accidentally made a unique tag and unique user segment, which lead to no access to the first two segments.
Hi there Zendesk, can you reactivate a deleted user segment?
Is there a way to sort user segments alphabetically? Looks to be based off of date created. Can't drag/drop/reorder either. Thanks!
@Rochae, I did some testing on my end and there's no way to recover a deleted user segment at this time. You'll need to recreate the user segment with the same conditions as the deleted segment.
@Cassie, no sorting options available with User Segments but I'll be sure to mark this as product feedback!
Please sign in to leave a comment.