Understanding Guide roles and privileges

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39 Comments

  • Christopher Vickery

    Hmm. So it sounds like there is not a way to say Segment A sees topic A, B, C but not topic D while still having topic D be available to all other users (including non-signed-in users.)

    One way around it would be to hide a div containing a specific category based on user segment. I think that means having category templates where the sections and articles are hard-coded instead of automagically appearing.

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  • Nicole Saunders
    Zendesk Community Team

    That's correct. User Segments are inclusive but not exclusive.

    Theoretically, you could limit topic D to a user segment that includes everyone except Segment A, but then it wouldn't be visible to users who aren't logged in, not to mention the maintenance issue of having to add users to the segment constantly.

    If you need it to be visible to users who aren't logged in, then it has to be visible to all - there's no way to create a segment that includes un-authenticated users. User segments are based on organizations or user tags, so they can only be made up of known users.

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  • Nina Whelan

    Can you limit users to just the Guide and not give them the ability to submit tickets?

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  • Maggie Ungerboeck
    Community Moderator

    Hi Nina,

    We do this - we hide the Submit a Ticket link in the page code.

    Thanks,
    Maggie

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  • Brett Bowser
    Zendesk Community Team

    @Nina for more information on how to do this, take a look at this article :) How can I create an email only Help Desk with Help Center?

    Hope this helps!

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  • ainsley ash

    Thanks! I was wondering if there was some way to work around this behavior to allow some specified set of light-agents to submit a HC form and bar them from the Zendesk.

    I'll look into other options for my needs.

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  • Jake Edwards

    The gap between Guide Agent and Guide Admin is too big. I.e. sections can categories should have permissions that can be managed by the segments just like articles.

    Sensitive controls like theme and help centre settings etc, should be under their own role, or more granular.

    Other controls like creating and managing sections and categories are under the Guide Agent purview in our organization.

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  • A.J. Bouchard

    I just created this Guide Product Feedback Post:

    Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions

    Please go up-vote the post if this applies to you!

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  • Dave Dyson
    Zendesk Community Team

    Thanks A.J.!

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