To use Explore, your Zendesk users need to be licensed (seeExplore pricing) and, if necessary, given the appropriate level of access.
This article contains the following topics:
Understanding default Explore access
Whether a Zendesk user has access to Explore by default depends on the Explore plan you have and the type of user. You can modify or remove access to Explore at any time by following the steps in this article.
If you have Explore Lite, all of your Support users have view-only access to the prebuilt dashboards by default.
If you have Explore Professional, default access to Explore depends on the role selected when the user was created:
- Light agentsin Support haveVieweraccess in Explore
- Agentsin Support have no access to Explore and must be manually granted access
- Administratorsin Support haveAdminaccess in Explore
If you have Support Enterprise, default access to Explore is defined by the user's custom Support role. SeeGiving users access with Support Enterprise custom rolesfor more details.
Sell users and administrators have no default access to Explore and must be manually granted access.
Giving or modifying Explore access
Explore roles are configured in Admin Center. You must be a Support or Sell administrator to configure users.
To give or modify user access to Explore
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Team members.
- Search for and select a user's profile to open it.
- On theRoles and accesstab, select theAccesscheckbox next toExplore. If you don't enable this checkbox, the user cannot access Explore, regardless of any other access settings.
- In theRole下拉,选择适当的角色:
Role Permissions Admin Includes all Editor permissions plus the following:
- Update permissions for datasets (seeSetting Explore dataset permissions)
- Change default colors for charts and color-encoded metrics
- 编辑Excel设置s when exporting dashboards. This includes column and tab separators, decimal precision, decimal separator, and thousands separator
- Manage dashboard delivery schedules for all Explore users
- View and edit all dashboards across the account, regardless of who the dashboards were created by or shared with
Editor - Create and customize new dashboards, reports, and datasets
- Edit created and shared dashboards, reports, and datasets
- Share dashboards with Zendesk users or groups
- Set dashboard email delivery schedules (seeScheduling dashboard deliveries)
Viewer - View dashboards shared with them
- Cannot create reports or dashboards
- ClickSave.
Giving users Explore access with Support Enterprise custom roles
If you're using Zendesk Support Enterprise and have the Support Administrator role, you configure access to Explore by using custom roles. Custom roles let you control access to various Zendesk products to multiple users simultaneously.
If you apply any of the default custom roles to any of your users, they will be automatically granted the following Explore role:
Support Enterprise custom role | Explore role |
---|---|
Administrator | Create reports and manage permissions |
Team Leader | Create reports |
工作人员 | View reports |
Light Agent | View reports |
New custom role | View reports |
Advisor | No access |
For more help with custom roles, seeCreating custom roles and assigning agents.
Additionally, you can configure access to Explore in your own custom roles.
To configure Explore settings in a custom role
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Roles.
- From the list of roles, choose the role you want to configure Explore access for and clickedit. For details about how to create a new role, seeCreating custom roles and assigning agents
- On the role setting page, configure theAnalytics>Explore permissionssetting. Choose from the following permissions:
Role Permissions Create reports and manage permissions Includes all editor permissions plus the following:
- Update permissions for datasets (seeSetting Explore dataset permissions)
- Change default colors for charts and color-encoded metrics
- 编辑Excel设置s when exporting dashboards. This includes column and tab separators, decimal precision, decimal separator, and thousands separator
- Manage dashboard delivery schedules for all Explore users
- View and edit all dashboards across the account, regardless of who the dashboards were created by or shared with
Create reports - Create and customize new dashboards, reports, and datasets
- Edit created and shared dashboards, reports, and datasets
- Share dashboards with Zendesk users or groups
- Set dashboard email delivery schedules (seeScheduling dashboard deliveries)
View reports - View dashboards shared with them
- Cannot create reports or dashboards
No access - Cannot access Explore
- ClickUpdate role.
Now, whenever the custom role is assigned to one or more users, that user will be granted the Explore access level you configured.
A Sell Admin can either be an Explore Admin or have no Explore access at all.
A Sell User can either be an Explore Editor or have no Explore access at all.
Removing Explore access
You can remove a Zendesk user's access to Explore at any time.
To remove a user's access
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Team members.
- Select a user. The user you choose must have theUser typeof工作人员member.
- In the user's profile, underRole, clickManage in Admin Center.
管理中心将于Roles and accesstab.
- In theExplorerow, clear theAccesscheckbox.
- ClickSave.
7 Comments
Hi there,
Thank you for your feedback on this article! If you have a moment, pleasepost your feedback in the Explore feedback Community Sectionso our Product Managers can review it and other users can upvote your suggestion.
I'd like to offer the following resources we have for moving from Insights to Explore! Our Product Teams are working to address any feature parities and please get incontact with your account representativewith any concerns on the Insights EOL timeline and assistance in migrating to Explore.
There's some misleading terminology used here that has been causing problems for my team. 'Create Reports' allows users to create queries, which implies that queries are reports. That makes sense because the query is the actual data. But 'view reports' doesn't allow people to view queries.
In fact there is no way for me to give access for people to view queries, if I want to let someone see a query, I have to add it to a redundant dashboard, which just adds to the already cluttered list of Explore reports and dashboards.
I hope all is well. Thanks for the feedback on this! I understand it may be a bit confusing for the roles with "view reports". For these roles, they can onlyView Explore dashboards/reports that have been shared with them in Zendesk (Explore Professional and Explore Enterprise plans only). For now, that is the only and more secure way to make these roles access the feature.
We appreciate your feedback and we understand that sharing the Dashboard might not be the most convenient way for you. While there is no faster way, please, kindly check this article for how to share a Dashboard with your agents: https://support.亚博zendesk.com/hc/en-us/articles/4408827282714-Sharing-and-publishing-dashboards#:~:text=To%20share%20a%20dashboard&text=If%20you%20have%20the%20dashboard,dashboard's%20name%20and%20select%20Share .
I hope this helps! Thanks!!!
Can somebody help me understand the permissions associated with the following roles?
Under the basic roles I'm not clear on this one:
Editor--Edit created and shared dashboards, reports, and datasets
Under custom roles not sure I understand this one:
Create reports--Edit created and shared dashboards, reports, and datasets
What specifically can be edited exactly? Does this allow any Explore user with these roles/permissions to edit任何report or dashboard? Or only those dashboards or reports that have been shared with them/created by them directly?
We have PMs that want to be able to create reports and as Zendesk admin I'm not sure if that means they would be able to edit reports and dashboards that I've created. I would not want them to be able to accidentally change a dashboard (particularly because there is no way to undo changes) or accidentally delete or change a report because if they can see everything it's just a big mess of reports and hard to keep track of them in the Explore UI.
HelloRonald,
Hope all is well. Regarding these 2 roles, they can specifically edit the following:
-Dashboards that have been shared with them. If it is not shared, they won't have access to it.
-Queries are a bit different, they don't have a sharing option, but they are visible and editable to those agents with these roles and access to the dataset. Here in this article, you can find information about thedataset permissions.
I hope this help. Have a great day!
HiNacho Santana
Following on from the conversation above regarding not being able to set permissions on reports, are you aware if this is something that will be updated?
We don't want to restrict a user from a dataset, however users should also not be able to edit other user reports.
What is the point in locking down who can edit a dashboard, when the underlying reports can be changed?
At the moment there isn't any plan to have this feature updated but rest assure once there is an update on report permissions it will immediately be posted.
Pleasesign into leave a comment.