Managing user segments

Return to top
Have more questions? Submit a request


  • James Bednar

    Are user segments available to be utilized in Guide Theme customizations?


  • Jessie Schutz
    Zendesk team member

    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.

  • Stewart Fulton

    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.

  • Daniel Yousaf

    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 :)


  • Alok


    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.


  • Dan Kondzela
    Zendesk Customer Advocate

    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.

  • Rochae Pino

    Hi there Zendesk, can you reactivate a deleted user segment?

  • Cassie Crumal

    Is there a way to sort user segments alphabetically? Looks to be based off of date created. Can't drag/drop/reorder either. Thanks!

  • Brett Bowser
    Zendesk Community Team

    @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.

Powered by Zendesk