Is there a limit to the number of agents that can use Insights? If so, what is the limit? What happens if we add more agents?
Zendesk does not restrict your agent count. You can add as many agents as you need, and you can give any number of them access to Insights.
GoodData does have some technical limitations. These limitations apply if there are more than 500 provisioned users in a project.
This limit does not apply to the total number of users in your Zendesk account, or to any reports based on those users. It only applies to Zendesk agents that can access Insights.
If you have more than 500 Zendesk agents accessing Insights, the following two features will change:
Global Scheduled Emails
This refers to the emails created in the GoodData interface, under Manage > Emailing Dashboards. It does not apply to emails scheduled directly from a dashboard.
Normally, when you create a global scheduled email, you can type the agent's name into the TO field. GoodData is able to look up the profile and add the agent's email address.
However, if Insights has more than 500 provisioned users, that user lookup stops functioning. GoodData will no longer be able to create scheduled emails based on the agent's name or email address.
All existing emails will continue going to their original recipients. You do not need to make any changes to those emails. For new emails, though, you will need to manually add each agent using their GoodData address:
We have details in this article on Sharing Insights reports.
User-Specific Values in Variables
Variables can be used to create customized, reusable filters. These tools are in the GoodData interface, under Manage > Variables.
Variables can also set different filter values for each user in the project. Those options are in the "User-Specific Values" section on each variable's edit page.
The "User-Specific Values" list will only show the first 500 provisioned users in the project. It can't be used to create custom filters for any agents added after 500. At this time, there is no workaround.