Setting view permissions on articles with user segments

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46 Comments

  • Adam Ward
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    Is there any way to restrict Help Center access just to people who are logged in to our business site? In other words, closed to everyone but open only to people who have access to our business web site (so they don't need another separate login to Zendesk). Thanks.

    3
  • Jessie Schutz
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    Hey Jeroen!

    Restrictions aren't managed at the Category level, but if you restrict every Section in a Category, that Category will automatically be restricted and will not appear to users who don't have permission to view the Sections in it.

    2
  • David Peat
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    Hi Jennifer,

    Thanks for this.

    I posted the request below a couple of years ago, and since it's still something that restricts our use of the Help Center, I thought now would be a good time to repost.

    https://support.zendesk.com/hc/en-us/community/posts/203445346-Enabling-access-to-Help-Center-Sections-based-on-any-Organisation-tag

    My previous post was worded generically though so here's the exact use case:

    I’d like to enable/restrict access to certain Sections of our Help Center based on Organisation tags.

    However, this functionality is only available to restrict access based on Organisations with *all* in a list of tags as opposed to *any* in a list of tags.

    The use case is as follows. We have different categories of customer: end users, resellers, distributors (there are some others too but this is a simplification). Our database of organisations/users is in Salesforce, and this category field is synched to Zendesk as a tag. So organisations therefore have a tag "end_user", "reseller" or "distributor".

    I have sections I want to make available to resellers and distributors but not end users (i.e. one of these two tags). But this isn't possible.

    There are two possible workarounds:
    1. Apply other tags for Help Center access directly in Zendesk. But I don't want to do this because I want Salesforce to be the master copy of all the data.
    2. Get our Salesforce admin to implement these extra tags for me in Salesforce which could then be synched to Zendesk. This could work... i.e. let's say I have an "access_section_a" tag which gets set for Resellers and Distributors. But... if in the future we decide to make that section only available to one or other, then we would have to start over and do it all again.

    The end result of this has been that we haven't implemented either workaround and we publish much less content to the Help Center than I would like to.

    If I compare to Views in the agent interface, I can set a view using a combination of *all* and *any* conditions.

    So my question again is - it would be great to have this flexibility added to the Help Center - could it be possible?

    Thanks,

    David.

    1
  • Jessie Schutz
    Comment actions Permalink

    Hi Adetona!

    If an article is restricted, it will only ever be visible to people who are allowed to see it, even in search results. :)

    1
  • Courtney J
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    My question is, why are the only two options for creating these user segments, 'Signed-in users' or 'Staff'? Ultimately, we don't want our customers to have to create a Zendesk account and then later have to sign in to view articles. The goal is to have a group/database identified by us and Zendesk simply requires their email address be vetted using that list. If their email address is on the list, they have access. If it isn't, they can't view. I don't want customers to have to be signed-in users to be able to view. That is a PITA. Does anyone know of a way to restrict visibility, but only require a single password or a single email address to view; this is basically just asking for a password protected arena?

    1
  • Cyrup
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    Hi Jessie, I also had a similar problem. As a signed-in user I couldn't view the article itself but could see the title in the section. When opening the article as an end-user it shows that I am unauthorised. This defeats the purpose of making the article invisible to people who aren't meant to see it.

    I tested this by posting the article in a new section with the same permissions (visible to agents and managers). The article is no longer visible as an end user, as this Zendesk post suggests, because it is the only article with restricted permissions.

    The issue: Articles posted with built-in permissions of visible to (agents and managers) will still display the title to signed-in users. Clicking on the article title as a signed-in user does not show the article and says the signed-in user is not authorised to access it. 

    I'm not sure if this is working as intended. See image for article Types of Scrolls - this is my test end-user account, not my manager account.

    1
  • Tanya Schatzman
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    Pardon me if I'm overlooking, but has anyone answered Adam's question from above? I'm interested in the answer, as well.

    'Is there any way to restrict Help Center access just to people who are logged in to our business site? In other words, closed to everyone but open only to people who have access to our business web site (so they don't need another separate login to Zendesk). Thanks.'

    1
  • Martin Champagne
    Comment actions Permalink

    I have restricted access of a segment to one of my customers and our support employees.  However, I assumed the identity of one of our other Customers and he can see the segment I created.  When I click on it, it provides a 404 error and says that he does not have access, but I would like it to not be visible at all to him - is there a way to do that? 

    0
  • 楠 芳弘
    Comment actions Permalink

    Hi,

    I have restricted section with using user segment as per this helpful guide, but my problems is the start page for end-users shows only sections when the user logged in.

    There would be too many sections displayed in the started page.

    Is it possible to configure to show the categories of the page in logged in page to the end-users who only have permission their pages?

    I think it might be a configuration in the design of the home page though, i would appreciate someone can help my questions.

    Regards, 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Jessica-Rose, 

    With the new Team Publishing features available in Guide Enterprise, you can have drafts of articles that your team members have access to and can edit without it being live in your Help Center. I don't believe there is voting functionality with that, though. 

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  • Jessica-Rose
    Comment actions Permalink

    I am trying to figure out how to block access to non business related employees until I decide to publish the articles. I want agents to be able to view and vote on the their fellow agent suggestions, but don't want end facing customer to see these until they are published. In the like, I do not want to force people to sign in. Is this possible?

    0
  • Hannah McKinney
    Comment actions Permalink

    Hi Team, 

    I made 3 user segments, and through our SSO, users are automatically tagged. They are thus automatically added to the corresponding user segments. All segments are working correctly EXCEPT ONE. 

    When I go to an end-user's profile, it does not show that they belong to this particular user segment. Other end-users have their user segments associated with them. What am I missing? 

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Cyrup!

    That's definitely not how it works out of the box...the most likely culprit in this scenario is that there's some custom code in your theme that's causing those article titles to appear when they shouldn't.

    I'm afraid I don't have enough knowledge to go into any additional detail, but if you need help debugging the code perhaps some other folks here in the Community can help!

    0
  • Mary Beth
    Comment actions Permalink

    Hi Dan,

    Thanks! That is helpful. So, outside of a ticket session, users would need to create a log-in in order to use the HC outside of the ticket interaction, or we'd need to implement SSO. Thanks again.

     

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  • Amy Gracer
    Comment actions Permalink

    I would like my agents to be able to view which user segments can view a specific article. 

    For example, when viewing articles that are restricted to Agents and Managers, I see a "Lock" icon beside the title.

    However, if I have an article that is restricted to logged in users belonging to the user segment "Company A", my agents have no way of knowing that. So they could send this article link to a customer in Company B, and that customer would not be able to read it.

    I also just want agents to know when there is some level of security on an article. Right now there is no way to tell. 

    Unless I've just missed this feature?

    Thanks!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey, Hannah! 

    I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    Since no one from the community has jumped in at this point, I've asked one of our Customer Advocates to join the conversation. Someone should be along shortly to help out!

     

     

     

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Mario - 

    Restricted content should consistent across both desktop and mobile instances of your Zendesk. 

    We do have a list of Zendesk Mobile SDK references, and there's also a Topic within the Community for Mobile SDK questions

     

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  • Benjamin Koehler
    Comment actions Permalink

    Hi David, Within a given help center, you will need to manually select the visibility on each article upon creation. However, you could have a help center under a different brand (with the multi-brand tool) that was only available to a given user segment for each article created.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    0
  • David
    Comment actions Permalink

    Is there a way to set the default option for which users/segments can view new articles?

     

    0
  • Nikola Pejak
    Comment actions Permalink

    Hello,

    I'm trying to figure out how to add some organization to the segment using php script (or any other script). Is this even possible? 

    0
  • Maggie Ungerboeck
    Comment actions Permalink

    Hi Stef,

    You'd want to create a user segment based on a tag that you put on the Managers. Then you can apply that user segment to the articles and your internal staff with the tag would be able to see the articles.

    Thanks,

    Maggie

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  • Jessie Schutz
    Comment actions Permalink

    Hi there!

    I'm not sure I understand what you mean here. Are you saying that when an end-user logs in it only shows Section titles instead of Category titles?

    0
  • Stef
    Comment actions Permalink

    Hi guys! How can I create articles that only Managers can see? 

    Public Articles - Available to Everyone
    Internal Articles - Available to Agents and Managers
    Internal+ Articles - Available to Managers

    0
  • Justin Palmer
    Comment actions Permalink

    Disregard this, I figured out a working solution. Thanks though! 

    0
  • Jeroen Ten Holter
    Comment actions Permalink

    I would like to add restrictions to a whole category instead off just a section. Is this possible as well?

    0
  • Adetona Ajao
    Comment actions Permalink

    Hello everyone!

    Another question about segments that comes to mind. If we limit an article to its tags, will it appear when people try to search for a keyword in the article only to those segmented users or to everyone?

    Cheers!

    0
  • Adetona Ajao
    Comment actions Permalink

    Hey guys!

    Bit of a curved ball question here:

    So we're trying to customize one of our help centers to make it exclusive to one segment of our clients. Let's call them "Segment A". Now, because of the nature of these types of users we get a metric ton of new "Segment A" users daily. 

    Now, we've set up one of our help center as restricted by making all sections of the HC restricted to Logged in users with certain tags. Let's call those tags B and C. 

    So my question is this:

    Since adding tags B and C manually is not an option (because some days we get well over the hundreds of new users), what would be the easiest way to automatize the addition of tags B and C into the user's profiles?

    Would a bulk import with defined tags work for our purposes?

    Can anyone think of a better solution than this one? We know that we could add them automatically through triggers the moment the clients send the first ticket. But until they send that first message, the HC has no way of knowing what are the user tags present.

    Was our analysis of our options correct, is this the only way (a bulk import) or is there any other way for the Help Center to import the user tags of users that have never sent a ticket? 

    Cheers and keep up the good work, everyone!

     

     

    0
  • Hari Hartas
    Comment actions Permalink

    Hello, 

    Would like to know if it is possible to have different permission setting between HC as a web version and HC in Mobile SDK integration?

    Our company would like to have the HC web version is available to everyone while HC in Mobile SDK integration will show specific article based on user segment.

    What is the best way to achieve this?

    Thank you

    0
  • Ellen Livengood
    Comment actions Permalink

    I am trying to set up a section where I will put some articles that should only be visible to a particular org. I set up a user segment based on the org, and created the section (draft, for now).

    As far as I understand it, I will have to set permissions for every article in that section using my new user segment. My question is, does this mean that only signed in users within the user segment will see the section title? In other words, I don't want every signed in user to see the section title.

    Also a suggestion: This might be easier if there were a way to set view permissions at a section level and then have the articles in that section inherit the setting. I don't like the idea of having to remember to do this for every single article I add to the section.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Martin!

    I just want to clarify to make sure that I understand what's going on here.

    You've created one or more user segments so you can restrict a section in your Knowledge Base. You've applied those user segments to that section, but when you view it as a random user you can still see the section in the KB. Then when you click on the section title, you get an error page.

    Is that correct?

    0

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