Giving agents access to Explore

To use Explore, your agents need to be licensed (see Explore pricing), and given access. How you give access depends on the version of Zendesk Support you are using.

Use this article to learn how to make sure your have the right access to your business information in Explore Professional. If you're using Explore Lite, all of your agents have view-only access to the pre-built dashboards.

This article contains the following topics:

• Giving agents access with Support Professional
• Giving agents access with Support Enterprise custom roles

Giving agents access with Support Professional

If you are using Zendesk Support Professional and have the Support Administrator role, you configure access to Explore in two places:

• The default Explore role
• Explore permissions

Understanding the default Explore role

The default role is configured on the admin page of Explore. This role is applied to an agent when they first connect to Explore and a role has not been set in Zendesk Support. You must be an Explore admin to configure the default role.

Example: You imported agents from a CSV file so no Explore role is applied. When the agent first signs on, they are applied the Explore default role.

Always set the default role, When agents are added in bulk, for example from a CSV file, you’ll have set a base level of access. If you need to, you can modify access for selected users from their agent profile later. You can change the default role for new Explore users on the Account information page of the Explore admin menu.

Setting the default role for new users

Use the following procedure to change the default role that will be applied to new users who have no access to Explore.

To change the default Explore user role

1. In Explore, click the admin icon ().
2. The Dashboard email delivery page opens. From the menu on this page, click the account information icon ().
3. From the Default Explore role drop-down list, choose the role you want to apply by default to all new Explore users, or choose No access if you want to manually give access to new users.
4. When you are finished, click Update account.

Understanding Explore roles

Explore roles are configured by an Admin in the Zendesk Admin Center and override any default role that has been previously applied.

Important: When you manually add a new agent to your Zendesk account, or view the profile of an agent who hasn't yet been granted access to Explore, the agent by default will not have access to Explore, regardless of the default role you have configured. If you want the agent to access Explore, you must turn it on in the Zendesk Admin Center and configure a role.

If Explore is not checked in the Admin Center, the agent cannot access Explore regardless of any other access settings.

Configuring user roles

Use the following procedure to give a user access to Explore. You must be a Support Administrator to configure users.

To configure a user to access Explore

1. In Zendesk Support, click the Admin icon () in the sidebar, then click Manage > People.
2. On the People page, select your user name. The user you choose must have the User type of Staff member.
3. In the users profile, under Role, click Manage in Admin Center.

   

   Zendesk Admin Center opens on the Roles and access tab.

4. In the Explore section of the page, enable the Access checkbox. If you don't enable this checkbox, you can't access Explore.
5. From the Role dropdown, choose the role you want from the following table:

   Role	Permissions
   Admin	Includes all editor permissions plus the following: Update editor permissions for custom datasets (see Setting editor and admin permissions). Change default colors for charts and color-encoded metrics. Edit Excel settings when exporting dashboards. This includes column and tab separators, decimal precision, decimal separator, and thousands separator. Manage dashboard delivery schedules for all Explore users.
   Editor	Create and customize new dashboards, queries, and datasets. Edit created and shared dashboards, queries, and datasets. Share dashboards with Support agents or Support groups. Set dashboard email delivery schedules (see Sharing dashboards through email) .
   Viewer	View dashboards shared with them. Cannot create queries or dashboards

   

6. When you are finished, click Save.
7. Repeat the steps for other users you want to configure.

The user now has the access to Explore you configured.

Giving agents access with Support Enterprise custom roles

If you are using Zendesk Support Enterprise and have the Support Administrator role, you configure access to Explore by using custom roles, accessed from the Support console. 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	Admin
Team Leader	Editor
Staff	Viewer
Light Agent	Viewer
New custom role	Viewer
Advisor	No access

For more help with custom roles, see Creating custom roles and assigning agents.

Note: If you have light agents in your Zendesk instance, and assign them the Light Agent custom role, they will be able to view any dashboards that have been shared with them.

Additionally, you can configure access to Explore in your own custom roles.

To configure Explore settings in a custom role

1. In Zendesk Support, click the Admin icon () in the sidebar, then select Manage > People.
2. Click Roles.
3. From the list of roles, choose the role you want to configure Explore access for and click edit. For details about how to create a new role, see Creating custom roles and assigning agents
4. On the role setting page, configure the Explore > What can this agent do in Explore? setting. Choose from the following permissions:

   Role	Permissions
   Create reports and manage permissions	Includes all editor permissions plus the following: Update editor permissions for custom datasets (see Setting editor and admin permissions). Change default colors for charts and color-encoded metrics. Edit Excel settings when exporting dashboards. This includes column and tab separators, decimal precision, decimal separator, and thousands separator. Manage dashboard delivery schedules for all Explore users.
   Create reports	Create and customize new dashboards, queries, and datasets. Edit created and shared dashboards, queries, and datasets. Share dashboards with Support agents or Support groups. Set dashboard email delivery schedules (see Sharing dashboards through email) .
   View reports	View dashboards shared with them. Cannot create queries or dashboards

5. When you are finished, click Update role.

Now, whenever the custom role is assigned to one or more users, that user will be granted the Explore access level you configured.