Creating user segments for Guide user permissions

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13 Comments

  • Amy Gracer
    Community Moderator

    @... Are you still seeing this error? When I have seen it in the past, it has usually been a permissions or network issue. Logging out entirely, closing the browser, and restarting has seemed to fix it. 

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  • Samuel Mosher

    It would be helpful to have user segments also consider custom user fields as evaluation criterion. Right now, our team would need to have an external process update tags via API, which is not slick. Having extra user data available between support and guide would make this process far easier.

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  • Maggie Ungerboeck
    Community Moderator

    @... - Our end users can no longer access Guide through IE because of an error on the Zendesk sign in page. If we bypass the sign in screen, then the site works with no problem.

    If you don't use a sign in for Guide, then I'd suspect that it will likely work. However, there's no guarantee since it's an "old" browser.

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  • Kate Ambash

    Is having end users sign in the only way to gate help centers?

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  • Karen Beltran

    Hi Kate!

    Yes, that is the only way, is to restrict the Help Center.

    Restricting Help Center access to signed-in end-users

     

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  • Nigel

    Hello,

    Can I create a user who can only access Guide workspace but not the other workspaces such as Support, Chats, talks, etc? 

    Hoping to hear from you soon. 

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  • Trixia Vitanzos

    Hello Nigel, 

    AFAIK this is not possible in Zendesk. User must have access to Support in order to access/manage Guide. 

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  • Olivier Degardin

    Hi, you wrote: 'You can create as many as 200 user segments per account'.

    Today, we have 22 segments, more to be implemented in the future.
    We just see 20 segments, on the right, via 'Visible to' / 'Visible pour' in the Help Center. 

    IT'S A BUG!!!!!

    One of the 2 missing segments is the one that we use the most.
    We have more than 1000 articles.
    The workaround (a bad workaround) is to type manually the missing segment, this word is not suggested even in the automatic writing.
    For information, in our style.css file, we have no '.nesty-panel' class, which seems to be the used class for 'Visible...'.
    Please upgrade the limitation from 20 visible segments to 50 or 100. 
    Zendesk Support team (+ Product Management team) is unable to provide a solution, to take this request into consideration.

    Regards,

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  • Erik Boudreault
    Zendesk Customer Care
    Hello Olivier!
     
    We would be happy to further troubleshoot this in a Ticket. If you wouldn't mind submitting your issue to us via our Form Submission or Email we would be happy to further assist!
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  • Olivier Degardin

    @... bonjour, pourquoi 'gagner du temps' (méthode ping-pong non constructive) avec des réponses évasives, ne pas aller au bout des choses et donner tous les détails ? Vous ne pouvez pas créer cette demande vous-même ou lever le bug vous-même puisque j'ai donné tous les éléments déjà ? Et si vous ne pouvez pas ou ne savez pas créer un ticket de bug : à quelle adresse e-mail doit-on soumettre cette requête ou quel est le lien, l'URL (autre ?) du formulaire de soumission ?

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  • Erik Boudreault
    Zendesk Customer Care
    Hello Olivier!
     
    Apologies for the lack of info. I deferred to creating your own ticket for you to provide as much info as you needed in the ticket.
     
    Here are all the ways you can submit a ticket to us:
    https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
     
    Let me know if you need any further information!


     
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  • Olivier Degardin

    Hi @Erik Boudreault. Thank you. It's quite blur.
    Reminder: I wrote in a previous comment --> "The Zendesk Support Team (+ Product Management Team) is unable to provide a solution to accommodate this request.". If I should raise a new ticket to Zendesk Support team with the same request, it makes no sense.
    Original request = https://support.zendesk.com/hc/en-us/requests/9672936
    Please inform me about the evolution, the status of the bug that you (or a Product Manager or anyone else in Zendesk team) raised with the complete items I already provided. I guess external clients have no access to your tool to raise then follow the bugs.
    Kind regards,
    Olivier (NEOFI)

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  • Erik Boudreault
    Zendesk Customer Care
    Hello Olivier,
     
    Thank you for the info and apologies I was not aware you already had a ticket open!
     
    It looks like an agent did respond to your request. Take a look at the most recent reply from our agent. Email was on Nov 4th. If you have further questions, you can reply to the email chain for that ticket and it will create a new followup ticket as well!
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