Plan requirement
| Subscription | Suite Growth or higher, Knowledge 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. The last two are built in and cannot be edited, which is a feature rather than a limitation: they mean what they say and nobody can quietly widen them.
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.
You can also name individual people, up to 50 per segment. That ceiling is the signal: a segment you maintain by adding names is one you will be maintaining forever, and past fifty the product stops you. A tag or an organisation is the answer for anything that grows.
Applied at two levels
A segment can be set on a section and on individual articles, and an article takes up to 10 of them. Picking more than one needs Suite Enterprise or Knowledge Enterprise; below that an article gets a single segment, so a scheme that needs two will not work. 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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