Applying user segments to restrict viewing access to community content

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32 Comments

  • Emma Winks
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    Is there a way to disable the Social Media links in an article to prevent it being shared?

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  • Jessie Schutz
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    Hi Emma!

    You can remove these from your articles by going into your Guide Admin and clicking on Customize Design.

    Click on Edit theme, then select Article Page from the HTML dropdown menu. All you need to do is remove this line of code:

    It's location in the code may vary depending on what (if any) customizations you've done; you can just do a Ctrl/Cmd+F search for "share" to find it easily.

    Let us know if you need anything else!

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  • Emma Winks
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    Ah thank you so much, easy!  Thank you for the quick solution.

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  • Rachel Braynin
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    Is there a way to disable community from Help Center? We want to keep the discussions in articles, like here. But not let customers start their own conversations (yet).

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  • Jennifer Rowe
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    Hi Rachel

    Yes, it's a setting. Here are the instructions.

    Hope that helps!

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  • Steve Graham
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    Is there a way to make it so any visitors can read, but only signed-in users can create posts/reply?  And can we make it so users can only create posts, not Topics?

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  • Jessie Schutz
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    Hi Steve!

    This is exactly how the Community works out of the box. As long as your Help Center is visible to users who aren't logged in, anyone can see the posts and comments in your Community. The only exception would be if you restricted a Topic to agents or a certain set of end-users.

    In order to create a new post, users have to log in; it's not possible to post or comment anonymously.

    Topics can only be created by Guide Managers, so you don't need to worry about your end-users creating anything other than posts. 

    Hope that helps!

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  • Aswin Kannan
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    How do we separate Agents & Managers? We want certain community topics/articles available only to managers.

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  • Jessie Schutz
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    Hi Aswin!

    If you're on Professional or Enterprise you would be able to do this easily with User Segments. Otherwise you could user some clever Javascript to hide those categories from Agents and End-users. We don't have any Tips that describe this exact thing, but there are several that describe hiding various Help Center components from certain users that can help get you started!

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  • Jason
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    Are you able to approve users before they can access the Community?

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  • Jennifer Rowe
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    Hi Jason,

    You can enable content moderation in your Community so that you can approve posts by users before they appear in your Help Center.

    https://support.zendesk.com/hc/en-us/articles/203664466

    Hope that helps!

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  • Jason
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    Hi, thanks for the reply. I mean more if I want to keep certain topics private to actual customers vs. non-customers is that possible?

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  • Nicole - Community Manager
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    Hi Jason - 

    Yes. What you would need to do is create a user segment for the users you do want the content to be visible to. You can set visibility at the topic level, and make it visible only to that segment. 

    Let me know if that makes sense or if you need more information on how to do that. 

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  • Melissa
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    Can I make the Community visible to a few user Segments and hide it for the rest of my users? I'm not ready for all of our end-users to even know we have a forum.

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  • Nicole - Community Manager
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    Hi Melissa, 

    There is not a setting for visibility at the community level, only the topic level. So, you could make the community topics visible only to certain segments, but if the community is turned on it will appear in the navigation for your Help Center.

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  • Kirsten Flores
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    I created a user segment for signed-in users, so only certain customers (based on a tag) can view a certain community topic. This seems to have limited my internal users (agents) from seeing the community topic. If a user segment of signed-in users is applied, is this intended to prevent agents from seeing the topic? I want all my agents to see the topic, but only certain customers. 

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  • Nicole - Community Manager
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    Hey Kirsten -

    For a segment created using tags, that would block visibility for agents, unless those agents have that tag applied to their profile as well. Similarly, if your segment is created using a group, agents have to be in that group.

    If the segment is created by an organization, then it should not impact agent visibility.

    In all cases your Guide Manager(s) should retain visibility into the topics.

    Hope that helps, and let us know if you have any additional questions!

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  • Ashwini Sukhdeve
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    Hi, is there a way to route the "Contact" button to a link based on a user segment instead of the requests page?

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  • Jessie Schutz
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    Hi Ashwini!

    What type of page to you want to send your users to?

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  • Ashwini Sukhdeve
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    Hi Jessie! I want to route them to an external page. Some of our enterprise customers want to handle support issues internally before it comes to us. 

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  • Jessie Schutz
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    Hey Ashwini!

    Thanks for clarifying!

    I imagine it's possible to do this using JS, but we don't have any tips or tutorials from community users on that type of workflow I'm afraid. I'll check with our Community Moderators and see if they have any ideas.

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  • Dan Ross
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    Hey Ashwini,

    Neat use case, but I don't _think_ this is possible, as the user object only has limited option available and segments doesn't appear to be one of them. Without being able to fetch the segment a user is in, I don't see how this would be possible, unless you start maintaining a list of individual user IDs.

     

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  • Ashwini Sukhdeve
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    Thanks, Jessie and Dan for clarifying this. 

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  • Ann Stefano
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    My challenge is that after following these directions, the user segment to the community and Help Manual, is not displaying this segment. Everything is all set up and it is not updating. users are located in the segment, its applied, but the community and docs are not showing.

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  • Jessie Schutz
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    Hi Ann!

    How are you testing the visibility? Can you walk me through the process you're using?

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  • Donald Kratt
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    Do the user segments work only for who can see a topic, as opposed to who may make posts in a topic?

    In other words, we are wondering if there is a way to create a topic that only our staff could write information in, to serve as a kind of announcement topic.  Whereas, we would want other topics to be available for all authenticated users to write to.

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  • Jennifer Rowe
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    Hi Donald,

    That's right, user segments in the community control who can see the topic. There's no way to create a customer-facing topic in community where only agents can post.

    You could create an announcements section in the KB though, and users would not be able to post in the section.

    Hope that helps!

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  • Stephen
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    Is this possible: Everyone can see the Topic in search and the community homepage etc., but to actually access the topic or its posts, they need to sign in.

    I want to create section only for our customers that are visible to everyone but not accessible without signing in.

    Thanks

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  • Nicole - Community Manager
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    Hi Stephen -

    This is not available with out of the box functionality. When you limit the visibility of a topic by a segment, it's either visible and accessible, or not visible.

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  • Jeremy Robinson
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    We are gearing up to do a beta rollout of our community after a huge revamp. What we are wanting to do is have a consistent theme across the Help Center and Community, but we are doing targeted visibility and usability specific to the Community to select customers. We have setup user segments with tags as pointed out here and in other articles, however, I am curious if there's a way (I feel like there is with some HTML and JS mods, but it may just be escaping me) where we have a generic HTML link to the Community in our HC nav menu, and that link is only visible to those that are signed in and meet the user segment criteria we created? Has anyone tried this and had success?

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