Setting view permissions on articles with user segments

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  • Justin Palmer

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

  • Jessie Schutz

    Glad you were able to get it working, Justin!

  • Jeroen Ten Holter

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

  • Jessie Schutz

    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.

  • Adetona Ajao

    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!



  • Rebecca

    Hi Adetona- 

    Interesting question here! There is not mean in the Support agent interface to automate the tagging of users (besides using triggers and a user drop down field) however automating this process should be possible using our API and some type of custom script. 

    However, without developer resources this might be tricky therefore another means to manage this in bulk would like be organization membership. If you users have something in common like an email domain you bulk add end users to organization and then use the organization membership option for restricting content in Help Center. 

    Other options may be using user export to export users as needed, add the tags and other user level changes, and then user import to update the users with the tags.  Unfortunately, without knowing more of the specifics of the workflow it's challenging to provide more detailed options, however generally speaking organizations, bulk import/export, and our API are the three best tools available for bulk user management within Support. 

  • Nicolai Zerlang

    I Have the following challenge:

    My case is maybe a bit similar to Adetona: our product supports two type of customers: free and paid.

    I am trying to "lock out" customers of our free software to certain content on the Help Center that should only be available to paying customers.

    Multibrand doesn't support our use case here, and also it is a bit tedious to add a label to every paying customer to exclude them from the set articles, or add the organization to restricted sections each time they are created.

    What I would like to do is restrict access to sections (preferably articles), based on labels. so for example "If label = free customer" then prevent access to this section/article

    Maybe you have a suggestion to what else we can do? since right now labels are only proving a "show" option and not a "hide" option for the specified tags

  • David Peat

    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.

    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?



  • Adam Ward

    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.

  • Hannah McKinney

    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? 

  • Nicole - Community Manager

    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!




  • Stephen Fusco

    Hey Hannah, 

    One of the problems we see most often is that the user segment contains multiple tags but the user does not have all those tags associated with their profile. User segment membership behaves on an all or none basis when using tags. Either a user has all the tags in their profile or they won't be included in the user segment. This is by far the most common reason that a user you expect to be in the user segment wouldn't be. That's likely what happened in your case. 

    Thanks for your question! 

  • Adetona Ajao

    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?


  • Jessie Schutz

    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. :)

  • Adetona Ajao

    Hey Jessie!

    That's great to hear, thanks for the info!

  • Tanya Schatzman

    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.'

  • Trapta

    Hi @Tanya,

    I think Single sign-on (SSO) options in Zendesk will come in handy for you. Take a look and let us know if this is what you are looking for.


  • Jessica-Rose

    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?

  • Nicole - Community Manager

    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. 

  • Mario Antonio A. Cape


    May I ask if this restriction of help center content also is supported in the Mobile SDK? Any guide or documentation on how to use this on mobile SDK will be helpful. Our requirement is to hide some categories/section/articles based on user-segment or labels.

  • Nicole - Community Manager

    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


  • Martin Champagne

    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? 

  • Jessie Schutz

    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?

  • Nikola Pejak


    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? 

  • Cyrup

    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.

  • Jessie Schutz

    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!

  • Cyrup

    I ended up getting some help from support, I can't remember the exact issue but if it helps anyone else I may have had "Mark as draft" ticked in Section I was having issues with.

  • Jessie Schutz

    Hi Cyrup!

    Thanks for coming back to share what you figured out! Let us know if you need anything else.

  • 楠 芳弘


    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.


  • Jessie Schutz

    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?


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