Giving agents access to Explore

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22 Comments

  • 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???

    2
  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • 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.

    3
  • 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? 

    1
  • Gail L
    Zendesk Community Team

    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.

    0
  • 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 L
    Zendesk Community Team

    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.

    0
  • 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?

    0
  • 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.

    1
  • Marta Jacuk-Zurak

    Hello,

    Any news when Explore will be enabled for Light Agents?

    Thank you

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Jacuk-Zurak,

    We currently have this functionality in Early Access. If this is something you're interested in, you can find out more here: Announcing Support Enterprise custom roles and light agent access support EAP for Zendesk Explore

    The link provided above will include an option to sign up for this EAP.

    Cheers!

    0
  • Roslyn Officer

    Is there a way to report on who currently has what access to Explore?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Roslyn Officer,

    Currently, as the base product stands, this is not possible. However, there is an EAP currently open you can participate in that will allow you to configure access to Explore by using custom roles. If this doesn't serve as a suitable workaround for you, I would recommend sharing your ask on our product feedback forum so our developers can consider it for a future update.

    Documentation for using custom roles to manage Explore access EAP

    Best regards.  

    0
  • Mirjam Happel

    I see that this is changed and bound do the role again like Insights... Why? Because how it is described here is more secure in terms of data protection. We have certain admins that should not see all data.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Mirjam Happel,

    I understand how adjusting admin roles to implement different levels of permission access can be somewhat cumbersome, depending on your setup. At the time as the base, product stands the only way to accomplish this would be to create another admin role that has only viewer access. I would recommend sharing your use case on our product feedback forums so our developers can consider changes for future updates.  

     

    0
  • Amit Chauhan

    Tying this to a role has an issue. In our case, not everyone in the role is allowed to view explore. Since a user can have only 1 role, it's hard to create multiple versions of roles, one with explore access and one without. A better solution would have been based on Group, since a user can be assigned multiple groups. We could create a group that gives access to explore, and assign it to users who need access.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Amit Chauhan this sounds like an interesting suggestion. Would you be willing to take a moment and post this in our product feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913 That way, other customers can see and vote on the suggestion to give the product team an idea of which features to prioritize. Thanks again for your suggestion!

    0
  • Sonia Radaelli

    Any news about light agent permission to see explore reports????

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Sonia Radaelli,

    Light agents have access to Explore now! Here is the announcement - Enterprise custom roles and light agent access support for Zendesk Explore.

    Best regards. 

    0

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