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Creating user segments for Guide user permissions



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 07, 2025


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48 comments

Hi there, 

It says in the article that you can "apply user segments to a help center", but I can't see how to do this. 

How can I apply the user segment to the entire help center rather than by individual articles? 

I would like to restrict the whole help center to internal signed in staff, by default, and then grant certain additional access to customers with user segments but without retroactively updating all the existing articles. 

Thanks, 

Steven. 

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Hi Steven Hampson. Please find a screenshot attached - the hidden characters in the URL have to be replaced by your own information = Company name or used name for the declaration of the domain, id.... It may help you. Regs,

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Thanks Olivier Degardin! This shows me how to create the user segments, but what I can't see if how to apply the user segments to the entire Help Center all at once. 

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Hi. I guess guys from Zendesk team may be in position to help you before Christmas! From my understanding following your questions, here are some steps to follow:
1/ from Admin Center

https://[YOURCOMPANY].zendesk.com/admin/people/configuration/organization_fields


 

2/ from an article (Help Center) to modify/edit

 

3/ 'Visible to' - choose 'Signed-in users' or another segment?


Regs,

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Hi,

I am trying to create a user segment that includes all of our staff except for those in the Light Agent role. Is this possible?

I could do it by.creating a segment that includes all groups except our light agent group but we are provisioning users via SCIM so every time we add a new agent user group we would need to remember to add that group to the user segment which is not ideal.

Thanks.

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Is there still a limit of 50 organizations in a segment?

I was planning to map our organization concept in our SaaS product to Zendesk organizations and then I'd only have to worry about managing/syncing organization membership across both systems.

With a limit of only 50 organizations I think I'm better off using Organizations only as a condition for triggers, automations, views, etc. in Zendesk Support. And rely solely on user tags (rather than Org membership or Org tags) as the basis for user segment membership and permissions in Zendesk Guide.

This seems to complicate our new user onboarding in our SaaS product. Now instead of leveraging an existing concept (Company/Organization) as the basis for content permissions we have to have new user creation also add a user tag to the linked Zendesk end user profile.

Am I missing something here or is that going to be my best approach given this limit of 50?

Edit -- Ok wait, I think I've created a problem for myself that doesn't exist. We'll be creating Zendesk Organizations and setting the appropriate tags to the orgs upon creation. And then I'm going to be building my user segments based on the and/or presence of the Org tags. So the limit of 50 orgs will not in any way restrict this setup.

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Ronald - can you please feedback if the above workaround of using Tags has worked to overcome this hard limit restriction of 50 orgs per each user segment?

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Hi Kavi, Raghu -- 

Yes and no but I would say mostly yes. I think it really depends on what you need to accomplish in terms of content permissions and how you intend to onboard end-users into the support environment.

Here's a little more about my use case and approach - 

SaaS product with two distinct support cohorts: Application Support and Operational Support users. More specifically, users of the application itself and the support teams who support the  consumer services built in the SaaS product.

So that's two User Segments - Application Support & Ops Support

In the Zendesk Organization I've added two checkboxes: one that adds a tag for application support content and one that adds a tag for ops support content. And built the user segments off the presence of those tag(s). And then users in these organizations inherit their content permissions based on the permissions set on the organizational level. Since I'm defining the user segments on the tags set on the organizations rather than by the organizations themselves the 50 orgs per segment limitation is a lot less problematic.

Things become a bit more complicated when I need to onboard a new account which has some users that should see only Application Support content and some users that should see the Ops Support content. For these organizations I have to use user fields to add the appropriate tags to inform the content segment memberships. That's not ideal but since I have to do a bulk import anyway I can set the user fields accordingly during the bulk import.

Another use case we have is hiding content that is specific to beta features that are not available to all accounts (organizations) yet. For those I thought I might not need to a new tagging concept as we may not ever have more than 50 organizations in a beta at any given time. But if we did, the 50 orgs wouldn't be a limitation -- just have to be very thoughtful about how to use org tags and/or user tags to define the content segments.

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Ronald - thankyou . Using tags we were able to overcome the limitation of 50 orgs per user segment. 

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I am in the same situation as Kreg Sherbine. I have an article that should be visible to any logged-in person who is not in one of the specific TAGs. Ideally, there should be the possibility to define segments with logic for exclusion and inclusion of TAGs, organizations, and users

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Nana Puccetti An approach you could explore would be using javascript to hide articles rather than permissioning the content with the proper user segment memberships.

You could add a custom Organization field (checkbox) called something like "hide content". When the checkbox is checked it would set a tag like hide_content on the Organization. Or set a user tag but it would probably be easier to do this at the Org level if possible.

Then you'd add a function to the script.js file of your help center. The function would check the HelpCenter object looking for the specified Org tag (or user tag) hide_content. If it finds that tag in the current user's HelpCenter object you can then hide the URL of the articles based on a partial string match of the article URL using jQuery hide method.

Here's an article that goes into some of this in more detail: https://www.screensteps.com/articles/customizing-your-help-center-with-javascript

It's a bit more of a workaround than a proper solution but it works and once it's setup it's really not very hard to maintain.

Edit - I just realized that article is quite old but I've successfully used this approach in Zendesks for the past 10 years in various forms. I don't think this configuration is "officially supported" by Zendesk but sometimes it has been the only way to accomplish certain things.

 

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Reviewing your help desk articles on a Macbook Pro (Sonoma 14.4.1) and the various styles appear in Chrome very differently than they do in Safari. I generally use Chrome and the font sizes/styles are inconsistent in size and appearance as compared to Safari - see attached example.  Chrome is just plain odd while Safari is what I expected to see. Just wanted to make a note of it for the tech writing team or whomever controls the CSS/styles for your site.

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Is it possible to restrict access to articles by a user's domain as shown in their email address? That is, I'd like everyone whose login address has the @acme qualifier. So next time someone with an email address such as joe@acme.com creates a login, this person is automatically granted access to the restricted content.

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Christine Diego

Zendesk Customer Care

Hi Colleen,
 
Thank you for sharing your feedback about our help center articles! I will make sure to pass this along to our internal team for review.

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I have 2 User segments defined for Signed-in users, each are based on having ANY of 2 different tags.

I added the appropriate Tags to my User record in Zendesk, and in a short time, the 2 User segments showed on my User record, as expected.

I've since removed those tags, and it has been over 24 hrs, yet the User segments aren't removed from my User record. I checked the Matching users within each of the 2 segments, and I'm no longer listed. I queried the User Segment API for my ID, and I also am returned with those 2 User segments.

How do I get the User segments to drop from my User record?

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@... See prior post. Can you help? Recap below.

  • The user segment requires 1 of 2 tags
  • On the user record in Support, the tags have been removed (both had been on the user record)
  • The user is no longer listed as a member of the segment
  • Yet the user record still lists the user segment despite the tags being removed
    (see screenshot above)
  • Using the user_segment API, it returns the 2 tags as part of the record (though deleted and not displayed on the user record) and therefore the user segment as part of the user record [GET /api/v2/help_center/users/{user_id}/user_segments]

How come the user segment isn't removed from the user record? What step have I missed?

 

 

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I tried this on another user, and the user segment was removed after 5 - 10 min. Unfortunately for this first example, the user segment is still on the user's account.

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Arianne Batiles

Zendesk Customer Care

Hi Chris,
 
To ensure we can address your concern, I've gone ahead and opened a support ticket for you. We may continue our conversation in the ticket and collaborate on resolving the issue. Please keep an eye on your email inbox for further communications and updates from me. Thank you!
 
 

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