Hal Rosner

Are labels (text entered into the "Labels" field of the Zendesk editor) case sensitive? If not, perhaps it should be.

Jessie -

Your welcome. We can consider the matter closed at this point, however, I would like to add the following.

1. I'm rather certain that I've replied to emails from Zendesk that are thread related and the reply has automatically been posted on the board.
2. Your suggestion of content organization is precisely what I'm doing. Trouble is, the user segments are treated as a a Boolean AND condition. Therefore, I need to replicate articles, which I'd prefer to avoid.

Hi Jessie –

I responded to an email with the following but do not see my reply on this thread. If this post is duplicative please accept my apologies and kindly delete one of them.

I’ve since started another thread that addresses my question. However, in answer to your question:

Here is a simplified way to consider my inquiry.
Suppose you have three articles, A1, A2 and A3 all belonging to the same category and section.
Suppose you have two users, U1 and U2.
U1 is entitled to see A1, A2 and A3.
U2 is only entitled to see A3.
Under Zendesk current supported functionality, I would need two otherwise identical sections; S1 and S2. This because only sections can contain a “user segment”.
Therefore, S1 needs to contain A1 and A2, and S2 would need to contain A3. Granted, I could duplicate A3 and also place it in S1, but this should be avoided for what should be obvious reasons.
However, if we eliminate the *user facing name* “S1” and S2” from the equation and instead just return whatever appropriate article is inside the section, we avoid having to duplicate A3 and avoid U1 from seeing duplicative sections S1 and S2.

Unfortunately, I later come to understand that user segments are treated as an AND condition. I was hopeful that the user segment could be an OR condition, or better yet, at the discretion of the author of a particular section.

Is it possible to hide all categories and sections without it effecting what would otherwise be found search results? If so, may I inquire as to how? In this context the hidden category and sections would be on the home and all other pages. Thank you.