managing access to Community Sections with overlapping User segments
I posted this in Product feedback but wanted to see if anyone else have this problem and possible solutions/work arounds.
Currently when you restrict access to a Section in a Community category the user has to have all of the tags in their user profile.
This is causing problems when adding Sections that need to be visible to some users and not others.
Example:
Scenario:
Zendesk is being used by a variety departments in an organization.
Each departments (different software applications) generally have their own unique user base butneed sole access to some of the sections in the Community, shared access with other departments on other sections, and no access to other sections.
User Base A has tag A
User Base B has tag B
User Base C has tag C
Section 1 only allows users with tag A access.
Section 2 only allows users with tag B access.
Section 3 should be accessible to both Users A&B
Section 4 only allows users with tag C access
Section 5 is added and should allow access to B&C
The issue lies with Sections 3 and 5. You have to created an entire new "User segment" and apply this to all users in User Base A and B and not to other users bases in the system.
This can only be done with API's (not feasible to orgs with no development resources) or CSV uploads.
Both take time and have to be done over and over again when you have groups that both need access to the section.
A much easier way would be to simply allow access if you have one of the tags lists. This would (possibly) require the creation of the new User Segment with the tags of the users who need access instead of having to create a new segment and add the segment to ALL use those groups.
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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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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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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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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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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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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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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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Thanks for hopping in, Bill!
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