Managing user segments

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19 Comments

  • James Bednar

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

     

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  • 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.

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  • 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.

    1
  • 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 :)

    Best,

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  • Alok

    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.

     

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  • 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.

    1
  • Rochae Pino

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

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  • 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!

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  • 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!

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  • Ben Fulton

    Is there any way that we can export a list of the users in a user segment to CSV/spreadsheet, either from Guide or via Explore?

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  • Heather Rommel
    Community Moderator

    Hi Ben Fulton,

    I believe you can do this from the Customer Lists Add On. If you don't have that add on, I can see if I can test it for you.

    Sincerely,

    Heather

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  • Ben Fulton

    Hi Heather,

    Thanks! We don't have a need for this add on aside from outputting lists, so I'm hesitant to spend any time with it unless we know it can definitely create a customer list from a user segment. I don't see user segments mentioned in the section about creating customer lists.

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  • Heather Rommel
    Community Moderator

    Hi Ben,

    I just tried testing this and it doesn't seem that Customer Lists pulls in the User Segment field (which seems like a miss on Zendesk's side - I wonder if they'll add this in the future?). Sorry for not knowing that up front!

    I'm not sure what metric Explore would use for "User Segment" but I bet if you can figure that out, you can create a query with users that you can export in Explore once you add it to a dashboard?

     

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  • Mark Glinski

    Is there any way to search for a specific user in a segment?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Mark,

    As of the moment, you can see all the matching users in a specific user segment when you edit one. As of the moment, there is no option to search for a specific person in a segment yet. Alternatively, you can also check the person's profile to see the user segment where he/she belongs.

     

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  • Mark Glinski

    Is it in Zendesk's roadmap to provide the capability to search for a user in a segment or at all? If not, please consider this a feature request. ;-)

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Mark,

    I'm happy to mark this as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Audrey Moore

    I am unable to add over 50 users to a segment. Am I missing something, or is this impossible? 

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  • Dave Dyson
    Zendesk Community Team

    Hi Audrey, yes there's a limit of 50 individual users that can be included (all the limits are included in Creating user segments. I'd suggest you add a user tag to the profiles of users you want to include, and then base your user segment on that tag (see Adding tags to users and organizations

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