User provisioning and role management for Insights is handled through Zendesk Support. Access to Insights is based on the Zendesk Support agent's permissions.
The article contains the following sections:
Overview user permissions in Insights
Access permissions in the Insights project are based on the agent's permissions in Zendesk Support. Insights has three levels of reporting access that map to Zendesk Support roles: editor, viewer, and no access. Full agents have editor access.
The following table maps Zendesk Support roles to Insights access levels, and details the permissions each access level.
|Zendesk Support role||Insights level of access||Description||Can access these features|
||Editor||Can customize dashboards and reports and can review project data, but does not have full access to manage project data.||
Can access features described in the Viewer section, plus the following:
Can access project dashboards on a view-only basis.
Navigation bar links to the Dashboards, Reports, and Manage pages are not visible.
Can do any of the following:
||No access||Cannot access Insights reporting||N/A|
Restricting access to Insights
- Restricted agents (Professional) You can restrict agents by group, organization, or assigned tickets, and those agents will not be able to view any Insights reports. To do so, see Adding a user and set access to Tickets within this agent's groups(s), Ticket in agent's org, or Assigned tickets only.
- Custom roles (Enterprise) You can create custom roles to give agents view only or no access to Insights. To do so, see Creating custom roles, and set the report access to Can view only or Cannot view.
- Light agents (Professional Add-on and Enterprise) By default light agents are already limited to view only access in Insights. You can change light agent permission so that they cannot view reports. To do so, edit the Light Agent role, and change report access in the Tools section to Cannot view.