Adding users to Explore

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24 Comments

  • James Green

    Hello,

    My support sidebar when managing people doesn't look like that, so I'm not sure how I can add other admins/agents to Explore (subdomain is sketchfab).

     

    1
  • Kris Monier

    Having same issue as James above. (subdomain trendkitehelp)

    0
  • Rob Stack

    Hi James and Kris, just to confirm, are you on the Explore Early Access Program? Do you see Explore in your Support product tray?

    0
  • James Green

    Hey Rob, yes I do:

    1
  • Rob Stack

    Thanks James (and Kris),

    I've forwarded this onto the Explore Team in case there's some problem. I'll update here as soon as I hear back. 

    Thanks - Rob

    1
  • Rob Stack

    Just to update you James and Kris, I've opened tickets for you both, so we can try and get things working.

    1
  • James Green

    Great, thanks Rob!

    1
  • James Green

    This has been resolved, thanks!

    1
  • Alex Hill

    I'm currently having the same issue that James reported. (subdomain policyexperthelp)

    0
  • Rob Stack

    Hi, for anyone else having the problem above, I'd suggest opening a support ticket. Thanks!

    0
  • Jessie Schutz

    Hey Alex!

    Are you still experiencing this problem? If so, let me know and I can get a ticket opened up for you.

    0
  • Anthony Bazilio

    Hi Guys, 

    Can you help me?

    My Support plan is Enterprise, but Explore isn't available.


    My pod is 14 and my zendesk subdomain is hostgatorbr.



    0
  • Reshma Patel

    I am a bit confused - Note: Light agents cannot access Explore.

    My understanding is that eventually Explore is replacing Insights. Currently light agents have access to Insights, why would you remove this functionality for Explore???

    1
  • Brett - Community Manager

    Hey Reshma,

    It looks like this functionality was not ready to be released in time for the Explore launch. However, this is planned to be released in Q2 of this year. Take a look at this comment from our Explore Product Marketing team for more information.

    Cheers!

    0
  • Mirjam Happel

    I am having trouble understanding this part:

    Important: When you manually add a new agent to your Zendesk account, or view the profile of an agent who has not yet accessed Explore, they are granted Editor permissions to Explore regardless of the default role you configured. If you want the agent to have a different permission level, you must manually change it.

    To me it reads: "Whatever default role you set, as soon as you add a new agent they are an editor."

    Why are we even setting a default role, as it seems to be never applied. The only reason I would need a default role is when you add an agent to Zendesk... I'm also having trouble understanding this bit: "or view the profile of an agent who has not yet accessed Explore" How does viewing a profile change access, this also does not make sense to me?

    I get even more confused when I read the explanation when setting a default role... To me this reads. "When a user (this includes agents) gets added to Zendesk, they are given this role." This contradicts what is written in the statement I mentioned above. 

    Can somebody please explain how I can prevent new agents from being an editor by default without me having to go over them manually. With an organisation as big as ours this is not workable.

    Finally I feel there it is a privacy concern to give just about everyone access to all the data by default... Maybe this is something to think about.

    2
  • Joe Sibley

    By default, Explore comes with a Support Dashboard.  All agents data is contained therein.  I do like having that as an admin, but I don't want everyone knowing how everyone is doing or not doing.  I've recently changed the permission levels for the agents to No Access to prevent problems from occurring.

    I would on the other hand like to create personal dashboards for every agent.  That way they can see how they are doing.  Plus I would like to have managers be able to view how their team is doing.  How do I set it up so people can only see what they need to see?  Is this even possible? 

    0
  • Gail Leinweber

    Hi Joe,

    Gail from our support team here :)

    You can set up specific dashboard permissions for individual people and groups to manage who sees what information. If you'd prefer not to have all your agents logging into Explore at all, you could set up scheduled emails that contain their personal dashboards, rather than having them log in. Note that right now you can only schedule emails to groups, so unfortunately you would have to create a group for each agent's reporting in order to make that work. Our article on Sharing dashboards has more information on the settings https://explore.zendesk.com/hc/en-us/articles/115000998408-Sharing-dashboards

    All the best,

    0
  • Stephen Belleau

    Today we ran into the same question/concerns that Mirjam has. Frankly I can't think of a valid use case that explains why the default behaviour for role permissions is the way it is.

    Not only is it confusing, but as Mirjam said, it's simply not feasible for admins to have to manually update each individual agent's permissions to undo an automated default action. That's so backwards! Automation should solve manual labor, not create it.

    1
  • Joe Sibley

    Thanks Gail Leinweber!  I'll look into that.

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  • Mark Powell

    Is it possible to bulk edit role for many users?

    I was expecting to be able to do this from "Manage > People" or from the Admin settings of Explore, but the option does not seem to be available?

    1
  • Gail Leinweber

    Hi Mark,

    I can definitely understand the desire to be able to bulk edit these permissions, but that isn't currently a feature of user permissions in Explore (or other products like Talk or Chat). You will need to set the Explore permissions on an individual basis for the users.

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  • Mark Powell

    @Gail

    As this is something that is currently available in Insights, in the form of a Zendesk role, this will need to be in Explore, otherwise it will be much inferior. Manually editing 100s of users is not feasible for a large organisation.

    Please could the PM explain the timelines involved in adding this feature to match Insights?

    1
  • Matt Savage

    Mark is correct - Explore roles should be rolled up into the existing agent role profiles.  Managing individual users is error-prone and will ultimately lead to one-offs & misconfigurations.  Group policies governed by each agent's role membership is a necessary solution for standardized, scalable adoption of Explore.  Is there an ETA or roadmap item on that feature?

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  • Andy Killingsworth

    Hi, All. 

    I'm hopping in on behalf of the Explore team to provide an update on a couple of feature requests we're seeing in this thread. Upon review, it looks like the following issues are coming up frequently in this thread: 

    1. When will Light Agents have access to Explore
    2. When will Explore be integrated into Support Enterprise Custom Roles

    I've heard directly from the team that both of these features will be shipping in the coming months and rolled out to customers this quarter! Thanks for your patience while we continue to improve the Explore experience.

    0

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