Auser segmentis a collection of end-users and/or agents, defined by a specific set of attributes, used to determine access to Help Center content.
All of your user segments appear on the User Segments management page. After you create user segments, you can edit, or delete those user segments as needed. You must be a Guide admin to manage user segments.
To apply user segments to determine user permissions, see:Restricting help center access to signed-in end-users,Setting view permissions on articles with user segmentsandCreate management permissions to define agent editing and publishing rights.
Accessing your user segments
- Staff members
- Signed-in users
User segments appear in the order in which they were created, from newest to oldest. You cannot rearrange user segments in the list.
- In Guide, click theUser permissionsicon (
) in the sidebar.
Editing user segments
You canCreate user segments定义访问他的文章和主题lp Center. You can also edit a user segment at any time to update the tags, groups, organizations, or individual users that define the user segment. However, you cannot change the User type.
To edit a user segment
- In Guide, click theUser permissionsicon () in the sidebar.
- Click the user segment you want to edit.
Alternatively, you can click the options menu at the end of the user segment, then selectEdit. You cannot edit the built-in user segments.
- Make any changes that you want to apply.
On the right, you can preview a list of matching users. If there are more than 30 users, clickView all matching users.
You cannot edit where a user segment is applied in the user segment itself, but you can clickView articles that are only visible to this segmentto see a list of articles where the user segment is applied.
- ClickSave segment.
Deleting user segments
You cancreate user segments定义访问他的文章和主题lp Center. When you no longer need a user segment, you can delete it. You cannot delete a user segment if it is currently applied to a knowledge base article or a community topic.
To delete a user segment
- In Guide, click theUser permissionsicon () in the sidebar.
- Click the options menu at the end of the user segment you want to delete, then select删除.
Note the following:
- If the user segmentis notcurrently applied to a Help Center article or topic, it is deleted and removed from your list of user segments.
- If the user segmentiscurrently applied to an article, you can delete it. The user segment field of the article is unselected.
- If the user segmentisapplied to a Help Center, you can delete it. The Help Center is restricted to Admins.
- If the user segmentiscurrently applied to a topic, then you cannot delete it. You can edit the article or topic where the user segment is applied to change the user segment, seeSetting view permissions on articles with user segmentsandRestricting access to community content.
17 Comments
Is there any way that we can export a list of the users in a user segment to CSV/spreadsheet, either from Guide or via Explore?
Hi Ben Fulton,
I believe you can do this from theCustomer Lists Add On. If you don't have that add on, I can see if I can test it for you.
Sincerely,
Heather
Hi Heather,
Thanks! We don't have a need for this add on aside from outputting lists, so I'm hesitant to spend any time with it unless we know it can definitely create a customer list from a user segment. I don't see user segments mentioned in the section about creating customer lists.
Hi Ben,
I just tried testing this and it doesn't seem that Customer Lists pulls in the User Segment field (which seems like a miss on Zendesk's side - I wonder if they'll add this in the future?). Sorry for not knowing that up front!
I'm not sure what metric Explore would use for "User Segment" but I bet if you can figure that out, you cancreate a querywith users that you can export in Explore once you add it to a dashboard?
Is there any way to search for a specific user in a segment?
Hi Mark,
As of the moment, you can see all the matching users in a specific user segment when you edit one. As of the moment, there is no option to search for a specific person in a segment yet. Alternatively, you can also check the person's profile to see the user segment where he/she belongs.
Is it in Zendesk's roadmap to provide the capability to search for a user in a segment or at all? If not, please consider this a feature request. ;-)
Hi Mark,
I'm happy to mark this as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
I am unable to add over 50 users to a segment. Am I missing something, or is this impossible?
Hi Audrey, yes there's a limit of 50 individual users that can be included (all the limits are included inCreating user segments. I'd suggest you add a user tag to the profiles of users you want to include, and then base your user segment on that tag (seeAdding tags to users and organizations
I have a question while using zendesk help center. How can we know which user segment the end user belong in help center? I need user segment id in our product.
Hi Pan,
You can leverage the User Segment end point specifically theList User Segmentsendpoint. The
/api/v2/help_center/users/{user_id}/user_segments.jsonendpoint returns the list of user segments that a particular user belongs to.@...Thanks Jeff.
I know this API. But only agents and admin have access to this API. When an end user is login, how can he know which user segment he belong to?
Hi Pan,
Unfortunately, User Segments are only visible to Agents hence an End User would not be able to pull up or check directly as to which segment they belong.
I'm trying to find a way to restrict article access to anyone who has a specific domain name. For example, I only want members of our internal community with the @andela.com domain to access certain content within our help center. Secondly, it's a large audience (over 50 people for sure) and there's a limitation of 50 people, so is there any creative way around that?
One possible solution would be the map users with the @andela.comemail address domain to an Organization, and then create a User Segment based on that organization: seeAutomatically adding users to organizations based on their email domainandCreating user segments for Guide user permissions
Hi,
It would be nice if you precise if Answerbot can crawl between articles assigned to a user segment
Best regards,
Pleasesign into leave a comment.