Setting view permissions on articles with user segments

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43 Comments

  • David

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

     

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  • Ben Koehler

    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

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  • Mary Beth

    Hi -

    If I add an external user to a user segment, will they need to sign in to Zendesk to see a restricted article they have access to?  Example, I serve a user segment-restricted article to an approved end user in a ticket. When they click the link in the ticket, will it open for them automatically or will they need to sign in?

    Related, if they use the link outside of the ticket (perhaps they favorite the article or section), can they access the materials from the favorites? I don't want to create a support issue of supporting user access to the KB.

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  • Dan Ross

    Hey Mary,

    They will need to sign in, unless they already have an active session on your help centre. There's nothing in the URL you send that includes authentication data.  That process can be made somewhat smoother if you have something like Google/Facebook/Twitter/Microsoft SSO on your help centre, as they could login in a click at that point. 

    If they pass the link along to someone else, that person will also need to sign in and be in the correct segment to view the article. 

     

    We had similar concerns, but it didn't up being as much of an issue as we expected it would be. We also include a note to the end users when we send restricted links that to access this document they need to be logged in on our help centre. Doing that seems to have preempted tickets about login issues. 

    Hope that helps! 

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  • Mary Beth

    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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  • Hari Hartas

    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

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  • Mercedes Peters

    I am having an issue finding a way around the fact that if you use multiple tags in a user segment, then a user must have all of them on their record or they won't see the articles assigned to that user segment.

    How have others dealt with this?

    For example: I have one user segment with Dogs, Cats, and Birds in it.  Whether a user is a dog, cat, or a bird is controlled by tags.  

    So if I want 1 article to be seen by Dogs, Cats, and Birds, how can I do that?

     

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  • Brett - Community Manager

    Hi Mercedes,

    The best alternative I can think of is adding some sort of hybrid user segment along with a hybrid tag so this can be applied to any article that should be seen by Dogs,Cats, and Birds. For example, user segment name would be Dogs, Cats, and Birds and the tag would be dogs_cats_birds. I realize this isn't the ideal solution and can understand the importance of allowing users segments to look for Any tag vs All tags.

    I was able to track down the following feedback post related to the functionality you're looking for: Change Sections access rules to allow someone with ANY of the user segments listed instead of ALL listed

    I encourage you to upvote this post as well as provide your use-case in the comments section. This will help provide visibility to our Product Managers who review this feedback as well as other users in need of a similar functionality.

    Let me know if you have additional questions for me :)

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  • Ellen Livengood

    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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  • James Sanford

    Hey Ellen!

    A Category and Section will appear for users as long as they can view at least one Article within that hierarchy.  To ensure signed in users who are not part of your User Segment do not see that Section then all Articles in that Section must have the User Segment applied, correct.

    More details regarding that can be found in Category and sections are not visible to end-users.

    Article's can have their User Segment updated in bulk via the Manage Articles tab in Guide Admin.  I recommend creating a saved list of Articles in your Sections.  You can then select any or all of the Articles in that Section and modify the User Segments applied via the Article settings dropdown at the bottom of the page > Change Permissions > Permission Type: Visible to > Visible to: Desired User Segment.

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  • Stef

    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

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  • Ellen Livengood

    Thanks James, I set up a saved list for that section. Might be even nicer if the section was visible in the All Articles view so you could sort on it and select articles that way, but this works.

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  • Maggie Ungerboeck

    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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