Setting view permissions on articles with user segments

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22 Comments

  • Kelsey Davis

    Hi

    Not sure if there is something somewhere else, but while we're on the topic of permissions. Is there anything on the roadmap to provide permission to access an article on a case by case basis with a shareable link? For example I don't want an article sitting there available for anyone to stumble upon, however once working through the query I want to then provide an article answer to my customer and that customer only. I don't want to do this with user segments because I don't want "everyone" or "everyone signed in" or every in a group to be able to see it. Like how Google Docs sharing works.

    Thanks

    1
  • Lauren Ward

    Hello! Very helpful article here. If we are using user segments to create internal content, what is the best way to flag an internal article within search results? I understand that the internal article will not appear to external users, but is there a way to automatically flag on the search results page that an article is internal? Thanks for any insight!

    1
  • Annamarie Jackson

    How can I check the Visible to for ALL of my articles. I am getting reports that a few of my articles are not Visible to as they should be, so I would like to check them all, but I don't see Visible to in the Filters available for Manage Articles. How can I view that for ALL Articles in bulk?

    1
  • Amy Gracer
    Community Moderator
    1. Under All Articles, select the check box at the top to select all. 
      This will enable the option buttons along the bottom
    2. Click Article Settings > Change permissions.
    3. And then from Permission Type, choose Visible to
    4. And from Visible To, choose the correct user segment
    1
  • Erik Lynch
    Zendesk Customer Care

    The default Copenhagen theme in Zendesk Guide has a built-in feature for flagging internal articles when viewing them in the knowledge base. For example, in my test account if I open a section to see the article list in that section, I can see lock icons next to any articles that are internal-only:

    This same icon appears when viewing the article itself:

    Within the default Copenhagen theme, the code that adds this icon can be found in any template where an article title could be shown, such as section_page.hbs or article_page.hbs, and the relevant code snippet looks like this:

     {{#if internal}}
    <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" class="icon-lock" title="{{t 'internal'}}">
    <rect width="12" height="9" x="2" y="7" fill="currentColor" rx="1" ry="1"/>
    <path fill="none" stroke="currentColor" d="M4.5 7.5V4a3.5 3.5 0 017 0v3.5"/>
    </svg>
    {{/if}}

     

    @... - That's a great suggestion. There isn't any current estimate for when something like that might be released, but I can certainly see why that might be a useful feature to have. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

    I hope this information helps!

    1
  • Cindy Stoutenborough

    Are there other settings that need to be changed to allow "Visible to Everyone"? It appears that if I set that for an article, it still is only visible to signed-in users. 

    Under Security settings, I found this: 

    "Require Sign In (is checked)

    Only allow signed-in users to access Help Center. Anonymous users will be asked to sign in."

    Is this why Visible to Everyone, really isn't everyone? Most of our help articles are for customers, but some need to be available to prospective customers that do not yet have a sign-in. 

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Cindy,

    You are correct and if you have Require Sign in checked, then visible to everyone will only be visible to everyone that has signed in. I would recommend unchecking that box and restricting content at the article level instead.

    Hope this clears up any confusion!

    0
  • Ollila, Felecia A

    Are there any plans to allow multiple Custom User Segments to be selected for Visibility permissions?

    0
  • Kent Collins

    1
  • Kent Collins

    Anyone know how to link a team member who has chat to Support?

     

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Kent! 

    Are you able to clarify your question a little further. What is it you are trying to link between chat and support?

    Thanks!
    1
  • William Grote

    Does the new staff role, CONTRIBUTOR, also have view permissions as Agent & Admin ( as light agents do ? ) to keep internal info

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi William,
     
     Contributors can provide limited support by viewing and adding private comments to tickets assigned to Groups they're a part of. Does that answer your question?
    0
  • William Grote

    Hi Dave, yes that helps, but if Contributors are intended for a use case such as staff at an organization using Zendesk, (who dont need light agent status), but do need to be able to view internal documentation, then they need to have the same viewing permissions in Guide so that when an article is set to visibility 'admin & agents only' Contributors can view - this is a use case that Zendesk even mentions when it talks about using that setting for 'staff' for internal articles

    0
  • Silas Johnson

    we have zendesk suite growth and these are my options. Why am I not seeing custom user segments?

    0
  • Dane Adriano
    Zendesk Customer Care
    @William,
     
    For the role Contributor, they have similar function as light agents that can add internal notes on tickets. For more information, you can refer to Understanding native custom agent roles in Zendesk Support.
     
    Hope this helps!

     

    0
  • Jeongah Seo

    Dear Zendesk Team,

    I have a question about searching according to user rights(user segment).

    I understand about view permission.

    But I think this rule applies to searching and reading articles at the same time.

    What I want to do is, when a user searches for an article using a keyword, the result list is shown to everyone, but when the article is clicked, the reading is restricted according to the user's authority.

    Is it possible?

    Then I am looking forward to hearing from you.

    Jeongah Seo

    0
  • Dane Adriano
    Zendesk Customer Care
    @Jeongah Seo,
     
    Viewing permission directly hides the article. With your current use case, it will not be possible. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
    0
  • Ben Beggs

    Is there a way to make an article or section visible ONLY to anonymous users, but NOT to signed in users?  I would like to have some content that is lighter weight and more of a pre-sales section that would not be relevant to signed in users (who in my case must use SSO, so I know they are already clients) 

    0
  • F. Keijmes

    Dear all, as indicated in the community, a Multi-Select setup for User Segments is really key to be able to scale the ZD Guide KB correctly. I hope this feature can be added very soon as it prevents us to create a single global KB.
    https://support.zendesk.com/hc/en-us/community/posts/4409217017114-The-structure-of-user-segments-enforces-too-much-restriction-on-knowledge-base-content-forcing-our-customers-to-create-an-overwhelming-and-unscalable-number-of-segments?page=1#community_comment_4567034344218

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  • CJ Johnson

    Does a "light agent" count as an agent for "Agent and admins only" permission articles? 

    0
  • Ollila, Felecia A

    Yes, Light Agents have visibility to articles that are set as "Agent and admins only".

    1

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