Why can't I see the name of an agent when trying to share a dashboard?

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6 Comments

  • Mariliam

    I have all my agents set to Viewers on Explore role but they are unable to see a dashboard on explore. The dashboard was created with newly customized datasets and I cannot share the view of the dataset unless the agent is set to Editor, which I do not want to authorized just yet. Any idea on how to get around this?  

    Adding more on this, I also see light agents with wth editor access on the editor list for datasets. This feels very random and confusing. 

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  • Ricardo
    Zendesk Community Team

    Hello, Mariliam,

    When you have your dashboard opened, at the top left corner hand side of your page, there should be a button to Share. When you click there and type the name of one of the Viewer agents, do you see it there?

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  • Mariliam

    Yes! I removed the agent's access and readded and she was then able to get access. Sorry about that! 

    I am still a bit confused about the global access settings and how some random people appear there. Would be great if light agents had view access to reports and custom data sets. 

     

     

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  • Ricardo
    Zendesk Community Team

    No worries :).

    Light-agents access to Explore is in the roadmap. Check this out: https://explore.zendesk.com/hc/en-us/community/posts/360004403747-Light-Agent-Access-to-Zendesk-Explore-Reports 

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  • Jose Hurtado

    Hello Ricardo,

     

    I am looking to share a dashboard with a light agent, wondering if this feature was ever released. I don't currently see the toggle to give this light agent view access. I clicked on the link above but it shows me an error. 

    Any update or recommendations for this or do i have to make them agents in order for them to see the shared dashboards?

    Thanks

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  • Ricardo
    Zendesk Community Team

    Hello Jose Hurtado. It is now possible to share dashboards or to grant access to dashboards to light-agents: Announcing Support Enterprise custom roles and light agent access support for Zendesk Explore  

    However, you need to be on the Support Enterprise plan and have the Collaboration add-on. I think you already have the add-on because that is the only way to have light agents, but I am not sure about your pricing plan.

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