Add helper for Curlybars to allow filtering by user roles.

Add helper for Curlybars to allow filtering by user roles:

Feature Request Summary:

Zendesk Guide does not provide a way to render html content based on a user's role via template pages. Zendesk should create a Curlybars helper so that Guide users can filter content in Guide theme files based on a user's role.

Description/Use Cases:

At present, the only method for hiding content based on a user's role is via a JS script. The script works by adding a CSS property "display:none" depending on the user's role. The HTML is still rendered and visible if someone were to use the Chrome inspector to change the CSS value. There is also a possibility search engines can read the hidden content.

For security and best practice, the content should only be rendered if the user's role has permission to view the content. The HTML should not be rendered as the page builds.

Business impact of limitation or missing feature:

There is a security risk for information/data that is meant to be hidden on a Zendesk Guide Help Centre page. Given the know-how, the hidden data can be viewed.

Having this ability to render content based on a user's role will also help Zendesk Guide users build more features for support agent's and utilise the Help Centre for more than just a knowledge base.

Goal

My goal is to use the Zendesk Guide Help Centre to provide useful information for our support teams that at times, contain information I don't want rendered to end-users or visible via the inspector and search engines.

Example in home_page.hbs

This is an example of how a user's role might be used in an {{if}} helper.

<section class="section knowledge-base">
{{#if isEnduser === `end-user`}}
<!-- Nothing rendered because the user is an end-user-->
{{else}}
<!-- The following HTML is rendered because the user is an admin or agent-->
{{/if}}
</section>

Custom Page

Ideally, a custom page could achieve the same result if there were the ability to limit the page accessibility via user permissions. This is currently not the case.

Other necessary information or resources:

https://developer.zendesk.com/documentation/help_center/help-center-templates/helpers/

Gorka Cardona-Lauridsen

4 janvier 2023 16:18

Zendesk Product Manager

Hi Simon

Thank you for the feature request!

While might not build this personalization capability exactly the way you describe we are in the design phase of a project to make it much easier to securely personalize the help center user experience, for example based on roles or other user attributes.

You can expect to hear more about the project in 2023 if you follow our announcements, but wether we will get to a place where it solves your specific problem in 2023 is unfortunately still too early to say.

Simon

4 janvier 2023 22:46

Thanks for the update Gorka Cardona-Lauridsen.

I will follow the announcements and wait to see how it might help my specific need.

Add helper for Curlybars to allow filtering by user roles.