On Wednesday February 26th, 2020, we're introducing a much-requested new feature for Explore Professional and Support Enterprise customers that enables you to use Support Enterprise custom roles to configure the level of access your users get to Explore.
Because this replaces the existing method of access, agents who previously had access to Explore might be given a different access level than they had before or lose access entirely. In this article, you'll learn how you can plan for this change and minimize any disruption when the new feature is introduced.
Action to take before February 26th, 2020 in Zendesk Support Enterprise
When the feature is introduced, the permission your agents are given depends on the Support custom role that is assigned to them. This table illustrates how this works:
|Support Enterprise custom role||Explore role|
|New custom role||Viewer|
From the list, you can see that agents assigned the Staff, Light Agent, or a custom role you created, will get view only access to Explore and agents assigned the Advisor role get no access at all.
Before February 26th, 2020, examine your custom roles in Zendesk Support to decide if you need to make changes to ensure your agents continue to get access to Explore. You might need to create new roles or plan to make changes to existing roles.
Then, when the feature is released and the Explore setting becomes available, configure the custom role to grant all agents assigned to that role the required level of Explore access.
You'll find preliminary documentation for this feature at Documentation for using custom roles to manage Explore access EAP.
Here are some tips of how you might restructure your custom roles to incorporate Explore access. Bear in mind that you can't change the Explore access level until the feature is released in February.
- If an agent is in a role that doesn't have the level of access to Explore they need, assign them to a role that does. You might need to create a new role.
- Support administrators will automatically become Explore administrators unless you change the Explore access level in the Administrator custom role.
- Agents assigned to any custom roles you created will only have Viewer access. Change the Explore access level, or assign users to a role that has the necessary access.
What if I don't do this?
If you don't prepare for this change to Explore roles, some agents might lose the access they had to Explore. Additionally, some agents might get a higher level of access than you want. To rectify this problem, take one of the following actions:
- Examine your Support custom roles as described above and assign agents to custom roles that contain the necessary Explore access
- Create new custom roles with the required Explore access level and assign agents to those roles.