Creating Contact Groups or User Groups in Freshdesk

Hi @Rafael Vega,

There is an option to create customer segments and then make Knowledge base folders visible to these newly created segments of users. Could you check and let us know if this suits your use case?

https://support.freshdesk.com/en/support/solutions/articles/235358-personalize-your-support-using-customer-segments

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

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Hi Sona,
Thanks for the info.

According to your procedure, you could use the Tags to segregate the access to Contacts Groups of each Company.

But I have an additional question regarding this statement:
 

Only Admins can create or edit Customer Segments in your Freshdesk account. The created segments will be visible to all agents on Freshdesk. Only 20 segments can be created per account.

Can you please explain what the statement "Only 20 segments can be created per account" refers to?
In this case, what is called "Account"? (Company? Contact? Agent? Freshdesk Account?)

Regards.

Hi Rafael,

I believe “account” refers to the Freshdesk account in this case.

Hi Sona,

In this case, the option to use Contact Segmentation does not cover everything we need, since the configurations we are doing require more than 20 Segments.

This is why I suggest the idea of creating specific Contact Groups by Company.

This is an example of the concept:

In this way, Contact Groups can be created and associated with the KB Folders.

Regards.

Thank you for the detailed explanation, @Rafael Vega. 

Regards,

Sona