Announcing Support Enterprise custom roles and light agent access support EAP for Zendesk Explore

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9 Comments

  • Jack Harrison-Sherlock
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    This EAP will eventually become a paid Explore feature. 

    Will this be an add on we have to purchase or is the feature included in some plans? 

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  • Brett - Community Manager
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    Hey Jack,

    This will be included in the paid Explore plan (Professional). You'll need to at least be on Support Enterprise to have access to the custom roles feature, however.

    Let me know if you have any other questions for me!

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  • Alexis Smith
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    Hi I signed up for the EAP but had not heard back. When will this start?

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  • Rob Stack
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    Hi Alexis, we will begin onboarding eligible users in November.

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  • Sonia Radaelli
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    I have a Support plan called "Plus". EAP is available for our plan ?

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  • Brett - Community Manager
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    Hey Sonia,

    The plus plan wouldn't have access to custom roles so the EAP would not be applicable on your account.

    Let me know if you have any other questions!

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  • Lachlan Robbins
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    Hi, when is this going live? I haven't heard anything.

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  • Tim van den Akker
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    Any news on this? trying to work out how i can give my light agents access with viewing rights to explore, but i dont have the explore toggle on my light agents user profiles. But looks like i need to wait for the above to be released. Any news would be great. 

    Love your product guys, keep up the great work!

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  • Vincent Dollet
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    Hi Sonia Radaelli and Lachlan Robbins - thanks for reaching out. We are planning to enable customers on Support Professional or Plus to be able to grant view access to their light agents in 2020. I do not yet have an exact timeline. We'll share more information as plans firm up. Many thanks for your patience.

    Hi Tim van den Akker - unless I'm mistaken, it seems that you are on Support Enterprise, in which case you can already sign-up for this EAP here. Once on the EAP, all your light agents will have view-access to dashboards your team will be sharing with them. Note that we're planning to GA this integration on Feb 26. Let me know if you have any questions.

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