How do I preview my help center as a specific user segment?

Issue symptoms

I need to see what my help center looks like for a specific user segment. I want to confirm that restricted articles display correctly for that group. Since access depends on the signed-in user, I don’t know how to test the view as an end user.

Resolution steps

Create a dummy test user for the user segment, then assume that user identity to preview the help center.

1. Create a dummy test user in Zendesk Support
2. Add the test user to the user segment you want to test
3. Go to Customers and select the dummy test user. You can also open a user profile from a ticket, a search, or a customer list
4. On the user’s profile, click the user options menu in the top right, next to New ticket

5. Select Assume identity

   

6. A new tab opens where you’re signed in as the dummy test user
7. You can move around their view of Zendesk Support and the help center
8. While you assume identity, you can’t act as yourself in any tab
9. When you’re done, return to the tab and click Revert identity to switch back to your account

Note: The Assume identity option is only available when the help center is active.

For more information, see this article: Assuming end users.