A user segment is a collection of end users and/or agents, defined by a specific set of attributes, used to determine access to help center content.
All of your user segments appear on the User Segments management page. After you create user segments, you can edit, or delete those user segments as needed. You must be a Guide admin to manage user segments.
To apply user segments to determine user permissions, see: Restricting help center access to signed-in end-users, Setting view permissions on articles with user segments and Create management permissions to define agent editing and publishing rights.
Accessing your user segments
- Staff members
- Signed-in users
User segments appear in the order in which they were created, from newest to oldest. You cannot rearrange user segments in the list.
- In Guide, click the User permissions icon (
) in the sidebar.
Editing user segments
You can create user segments to define access to articles and topics in your help center. You can also edit a user segment at any time to update the tags, groups, organizations, or individual users that define the user segment. However, you cannot change the User type.
To edit a user segment
- In Guide, click the User permissions icon (
) in the sidebar.
- Click the user segment you want to edit.
Alternatively, you can click the options menu at the end of the user segment, then select Edit. You cannot edit the built-in user segments.
- Make any changes that you want to apply.
On the right, you can preview a list of matching users. If there are more than 30 users, click View all matching users.
You cannot edit where a user segment is applied in the user segment itself, but you can click View articles that are only visible to this segment to see a list of articles where the user segment is applied.
- Click Save segment.
Deleting user segments
You can create user segments to define access to articles and topics in your help center. When you no longer need a user segment, you can delete it.
To delete a user segment
- In Guide, click the User permissions icon (
) in the sidebar.
- Click the options menu at the end of the user segment you want to delete, then select
Delete.
Note the following:
- Deletion of a user segment affects related articles and moderator groups, topic visibility, and management permissions.
- If the user segment is currently applied to an article, the article will only be visible to Admins.
- If the user segment is applied to a help center, the help center will be restricted to Admins.
- If the user segment is currently applied to a topic, the user segment will only be visible to Admins. See Restricting access to community content.
21 comments
Ben Fulton
Is there any way that we can export a list of the users in a user segment to CSV/spreadsheet, either from Guide or via Explore?
2
Heather Rommel
Hi Ben Fulton,
I believe you can do this from the Customer Lists Add On. If you don't have that add on, I can see if I can test it for you.
Sincerely,
Heather
0
Ben Fulton
Hi Heather,
Thanks! We don't have a need for this add on aside from outputting lists, so I'm hesitant to spend any time with it unless we know it can definitely create a customer list from a user segment. I don't see user segments mentioned in the section about creating customer lists.
0
Heather Rommel
Hi Ben,
I just tried testing this and it doesn't seem that Customer Lists pulls in the User Segment field (which seems like a miss on Zendesk's side - I wonder if they'll add this in the future?). Sorry for not knowing that up front!
I'm not sure what metric Explore would use for "User Segment" but I bet if you can figure that out, you can create a query with users that you can export in Explore once you add it to a dashboard?
0
Mark Glinski
Is there any way to search for a specific user in a segment?
0
Cheeny Aban
Hi Mark,
As of the moment, you can see all the matching users in a specific user segment when you edit one. As of the moment, there is no option to search for a specific person in a segment yet. Alternatively, you can also check the person's profile to see the user segment where he/she belongs.
0
Mark Glinski
Is it in Zendesk's roadmap to provide the capability to search for a user in a segment or at all? If not, please consider this a feature request. ;-)
1
Cheeny Aban
Hi Mark,
I'm happy to mark this as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
0
Audrey Moore
I am unable to add over 50 users to a segment. Am I missing something, or is this impossible?
0
Dave Dyson
Hi Audrey, yes there's a limit of 50 individual users that can be included (all the limits are included in Creating user segments. I'd suggest you add a user tag to the profiles of users you want to include, and then base your user segment on that tag (see Adding tags to users and organizations
0
Pan Vivian
I have a question while using zendesk help center. How can we know which user segment the end user belong in help center? I need user segment id in our product.
0
Jeff C
Hi Pan,
You can leverage the User Segment end point specifically the List User Segments endpoint. The
/api/v2/help_center/users/{user_id}/user_segments.json
endpoint returns the list of user segments that a particular user belongs to.0
Pan Vivian
@... Thanks Jeff.
I know this API. But only agents and admin have access to this API. When an end user is login, how can he know which user segment he belong to?
0
Jeff C
Hi Pan,
Unfortunately, User Segments are only visible to Agents hence an End User would not be able to pull up or check directly as to which segment they belong.
0
Sarah Seiwert
I'm trying to find a way to restrict article access to anyone who has a specific domain name. For example, I only want members of our internal community with the @andela.com domain to access certain content within our help center. Secondly, it's a large audience (over 50 people for sure) and there's a limitation of 50 people, so is there any creative way around that?
3
Dave Dyson
One possible solution would be the map users with the @andela.com email address domain to an Organization, and then create a User Segment based on that organization: see Automatically adding users to organizations based on their email domain and Creating user segments for Guide user permissions
0
Raphaël Péguet - Officers.fr
Hi,
It would be nice if you precise if Answerbot can crawl between articles assigned to a user segment
Best regards,
0
April Waugh
Will Zendesk be adding the ability to sort User Segments based on Name or User Type? There doesn't seem to be a sort order at this time.
1
Luke Aleo
I'm with Sarah, we have a few divisions that need access to article segments but I don't want all of their tickets created to be tagged with their segment. I don't want all of the articles to be linked to our whole Organization because not all members need all articles.
0
Robyn
Is there a way I can view our gather community as an end user? I am moving and archiving posts and want to see how these changes look to particular user segments.
0
Ashley Gordon
The inability to sort User Segments or export a list of User Segments makes it incredibly difficult to manage user segments. I need to see whether we have user segments for certain customers, and the only way I can do it is manually clicking through these pages of user segments and checking (manually) for 20 different organizations. Incredibly inefficient.
0