Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
A user segment is a rule deciding who may see something. It is how one help centre serves customers and staff at once.
What a segment is
A definition of a group of people: everyone signed in, agents and admins, users with a particular tag, users in certain organisations.
Sections and articles are then made visible to a segment rather than to everyone.
The three that cover most needs
- Everyone, including anonymous visitors. Your public articles.
- Signed-in users. Content for customers but not for the open web.
- Agents and admins. Internal procedures, in the same place agents already look.
Most help centres need no more than these.
Beyond the basics
Segments can be built on organisation or on tags, which is how a premium customer sees documentation others do not. Useful, and it needs the tagging to be reliable, because a customer who should see something and does not will tell you.
Applied at two levels
A segment can be set on a section and on individual articles. The article's own setting is what counts, and an article inheriting from its section is the common case.
Where somebody cannot see something, check both.
Public is the risky direction
An internal article accidentally visible to everyone is the mistake that matters, and it is silent. Check visibility when publishing anything internal, and search your own help centre signed out occasionally.
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