managing access to Community Sections with overlapping User segments

8 Comments

  • Melissa

    Following, and boosting. We have the same issue. Our clients have different roles each of which becomes a tag. I want to create sections and discussion topics that are visible to multiple roles.

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  • Nicole S.
    Zendesk Community Team

    Hi Bill and Melissa - 

    Unfortunately creating a new segment just for the users that you wish to have a topic visible to is the only way to manage this in the community. This is not something we expect to see changed as the communities platform will not be receiving any development resources in the foreseable future. 

     

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  • Bill Cicchetti

    Thank you for the feedback Nicole  Can I ask why ZD feels the current work flow is a better solution than the one requested above?  Maybe I am missing something

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  • Nicole S.
    Zendesk Community Team

    We don't, necessarily, it's just the way it was originally built and the product team is not planning on making any improvements to the Communities platform at this time. 

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  • Melissa

    I understand having to prioritize your development.

    Is there a way, other than the API, to automatically apply tags to users? This would solve the problem for me. For example, if an end-user has tag A or tag B give them the tag "Leadership". 

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  • Jon Daniels
    Zendesk Customer Advocate

    Hey Melissa!

    Updating a ticket field on a user's profile is possible using triggers, but you would still need a ticket event to occur to trigger this change.

    In the case you described, you could create a trigger for when a ticket is created with the tag A or B, then set a checkbox associated with the "Leadership" tag on their profile.

    The API is still the fastest way with a lot of users to update, but I hope this tip helps you find an alternate way!


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  • Bill Cicchetti

    Melissa,

    Since I'm not API savvy I will most likely use the batch updating functionality that is available in ZD.  Basically you need to create a CSV file in a specific format with the records you want to update.  

    https://support.zendesk.com/hc/en-us/articles/203661996-Bulk-importing-users- 

    Not ideal when you only have specific users to update for various tags but it is what it is.

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  • Jessie Schutz
    Zendesk team member

    Thanks for hopping in, Bill!

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