Can I restrict chat support to a specific group of users on the Help Center?

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11 Comments

  • iQmetrix

    Is there a way to restrict chat to just specific users within an Organization?  We have some orgs that would like to limit the access to a select group of their users, but its not something we want to restrict broadly across our entire client base so a specific user segment may not work.  i.e. I want everyone to have chat, except for Company A, only the 6 specific users can chat.  We can do this for ticket submission with black/white lists, but chat doesn't have the same function.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Michael -

    This solution isn't officially supported, but may get you where you're trying to go:

     

    Link removed by the Community Team as code is no longer valid.

    0
  • Grow

    Hi Nicole, clicking the link you provided "Providing targeted support with Zendesk Chat" doesn't work. Says not authorized to access?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Grow,

    It looks like this article has been archived as the code is no longer valid. I appreciate you bringing this to our attention so we can remove the link from Nicole's comment.

    I've reached out to the appropriate team and they're looking into whether this code can be updated with the new chat experience that was released.

    Cheers!

    1
  • Selçuk Mıynat

    Hi Brett,

     

    Any updates about this expected-to-be-updated-code? I'm interested in the same scenario.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Selçuk,

    No updates to provide currently so I do apologize for that. The closest documentation we have to the previous article is located here: Targeting key visitors with proactive chat

    Apologies for not providing an alternative solution for you at this time!

    0
  • Deepika Raghavan

    Hi 

    I was wondering about the same thing. Is there a way to restrict chat at a user level?

    I see an option to "suspend user" but it seems like that just pushes their offline tickets to suspend Q and that does not solve what I have in mind. 

    I am interested in exploring a solution to restrict chat access at a user level. 

    Thanks

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Deepika -

    Yes, on Guide Professional (included with Suite Professional) and above, you can use the method outlined at the top here, and create a User Segment that's limited to individual users: Creating user segments for Guide user permissions

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  • Anastasia Kachanova

    Hi everyone,

    Can anyone advise me if it's possible in zendesk to have help center activated for everyone (logged in customers and non-logged in customers). But to have CHAT option enabled only for logged in users (all segments vip and non-vip)?

    Thanks in advance,

    Anastasia

    0
  • Michael Froeming
    Zendesk Customer Advocate

    Hi Anastasia,

    You can leverage this bit of code from the help center's header template:

    Alongside the widget scripts to hide and show the widget:

    https://developer.zendesk.com/api-reference/widget/core/#hide
    https://developer.zendesk.com/api-reference/widget/core/#show

    1
  • Anastasia Kachanova

    Hi Michael!

    Thank you for help.

    0

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