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Managing user segments



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Jennifer Rowe

Zendesk Documentation Team

Edited Nov 13, 2024


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21 comments

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?

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

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

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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.

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

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?

 

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Is there any way to search for a specific user in a segment?

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Cheeny Aban

Zendesk Customer Care

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.

 

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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. ;-)

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Cheeny Aban

Zendesk Customer Care

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.

 

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I am unable to add over 50 users to a segment. Am I missing something, or is this impossible? 

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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

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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.

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Jeff C

Zendesk Customer Care

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.

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@...  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?

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Jeff C

Zendesk Customer Care

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.

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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? 

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Hi Sarah,
 
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

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Hi, 

It would be nice if you precise if Answerbot can crawl between articles assigned to a user segment 

Best regards,

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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. 

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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. 

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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.

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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.

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