Understanding and restricting user permissions in Insights (Professional and Enterprise)

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12 Comments

  • Ali Ayaz
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    Question... Would the user's role in HC (Viewer or Manager) have any impact on whether or not the user has access to the insights?

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  • Jessie Schutz
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    Hey Ali!

    Viewing permissions are set within Insights, so Help Center role will not have any impact on it.

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  • Conrad
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    Hello,

    Would it be possible to limit Lights agents so that they can only see Insights?

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  • Jessie Schutz
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    Hi Conrad!

    Could you go into more detail about what you're trying to do?

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  • Conrad
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    Hi Jessie,

    We have customers who have to access InSight statistics.

    But we do not want them to be able to access Talk informs.

    The problem is that in the page of reports Light Agents, can see information that they should not be able to see.

    2 years ago our clients could access Insights (GoodData) directly, but Zendesk eliminated this possibility.

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  • Jessie Schutz
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    Hey Conrad, I just want to make sure that I understand your issue.

    You allow your end-users to view certain dashboards in your Insights project, but there are reports on that dashboard that you don't want them to be able to see. Is that correct?

    I'm going to pull in one of our Insights experts to help out with this, but if you can verify that I'm on the right track, that'll be really helpful for them!

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  • Greg
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    Hi Conrad! Echoing Jesse's questions from above, I'm interested in knowing a bit more about your question as well. If you're looking to have end-users gain access to reporting, you could set up email reports to be sent out per the instructions in this article. Otherwise, we don't have the ability to grant unique logins to GoodData, as we handle authentication into GoodData from a token that is generated from Zendesk each time that you click the GoodData link from within Insights in your Zendesk account.

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  • Adam Sanderson
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    Is it possible to restrict an agent to only have access to a specific Insight report?  I'm want to create an agent performance insight report that is specific to each agent.  However, I don't want them to be able to see the reports for other agents; only the report specific to them. 

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  • Jessie Schutz
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    Hey Adam!

    I'm not sure about this...I'm going to see if I can find someone who might know!

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  • Dan Cooper
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    Hi Adam, 

    On specific reports you can edit the settings and change the visibility to only the report creator and anyone that has the link.  This may work for your scenario where you could be the report owner and share a specific link to each agent. 

    You can see this setting by clicking on Options > Settings when viewing the report in GoodData. 

     

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  • Graeme Carmichael
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    Adam

    It sounds like you need to look at variables. You can set a variable against each users for ticket assignee. You need to do that for each user.

    Next on your dashboard, you need to modify each report to filter on the variable. See the notes here.

    So, there is a little work involved, but it is possible.

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  • Jessie Schutz
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    Thanks, Daniel and Graeme! Y'all are the best. :)

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