To use Explore, your Zendesk users need to be licensed (see Explore pricing) and, if necessary, given the appropriate level of access.
This article contains the following topics:
Understanding default Explore access
Whether a Zendesk user has access to Explore by default depends on the Explore plan you have and the type of user. You can modify or remove access to Explore at any time by following the steps in this article.
If you have Explore Lite, all of your Support users have view-only access to the prebuilt dashboards by default.
If you have Explore Professional, default access to Explore depends on the role selected when the user was created:
- Light agents in Support have Viewer access in Explore
- Agents in Support have no access to Explore and must be manually granted access
- Administrators in Support have Admin access in Explore
If you have Support Enterprise, default access to Explore is defined by the user's custom Support role. See Giving users access with Support Enterprise custom roles for more details.
Sell users and administrators have no default access to Explore and must be manually granted access.
Giving or modifying Explore access
Explore roles are configured in Admin Center. You must be a Support or Sell administrator to configure users.
To give or modify user access to Explore
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Select a user. The user you choose must have the User type of Staff member.
- In the user's profile, under Role, click Manage in Admin Center.
Admin Center opens on the Roles and access tab.
- In the Explore row, select the Access checkbox. If you don't enable this checkbox, the user cannot access Explore, regardless of any other access settings.
- In 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 Zendesk users or groups
- Set dashboard email delivery schedules (see Scheduling dashboard deliveries)
Viewer - View dashboards shared with them
- Cannot create queries or dashboards
- Click Save.
Giving users Explore access with Support Enterprise custom roles
If you're using Zendesk Support Enterprise and have the Support Administrator role, you configure access to Explore by using custom roles. 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 | Create reports and manage permissions |
Team Leader | Create reports |
Staff | View reports |
Light Agent | View reports |
New custom role | View reports |
Advisor | No access |
For more help with custom roles, see Creating custom roles and assigning agents.
Additionally, you can configure access to Explore in your own custom roles.
To configure Explore settings in a custom role
- In Admin Center, click
People in the sidebar, then select Team > Roles.
- 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
- 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 Zendesk users or groups
- Set dashboard email delivery schedules (see Scheduling dashboard deliveries)
View reports - View dashboards shared with them
- Cannot create queries or dashboards
- 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.
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A Sell Admin can either be an Explore Admin or have no Explore access at all.
-
A Sell User can either be an Explore Editor or have no Explore access at all.
Removing Explore access
You can remove a Zendesk user's access to Explore at any time.
To remove a user's access
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Select a user. The user you choose must have the User type of Staff member.
- In the user's profile, under Role, click Manage in Admin Center.
Admin Center opens on the Roles and access tab.
- In the Explore row, clear the Access checkbox.
- Click Save.
4 Comments
Have a question on Explore Insights Migration?
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Hi there,
Thank you for your feedback on this article! If you have a moment, please post your feedback in the Explore feedback Community Section so our Product Managers can review it and other users can upvote your suggestion.
I'd like to offer the following resources we have for moving from Insights to Explore! Our Product Teams are working to address any feature parities and please get in contact with your account representative with any concerns on the Insights EOL timeline and assistance in migrating to Explore.
There's some misleading terminology used here that has been causing problems for my team. 'Create Reports' allows users to create queries, which implies that queries are reports. That makes sense because the query is the actual data. But 'view reports' doesn't allow people to view queries.
In fact there is no way for me to give access for people to view queries, if I want to let someone see a query, I have to add it to a redundant dashboard, which just adds to the already cluttered list of Explore reports and dashboards.
I hope all is well. Thanks for the feedback on this! I understand it may be a bit confusing for the roles with "view reports". For these roles, they can only View Explore dashboards/reports that have been shared with them in Zendesk (Explore Professional and Explore Enterprise plans only). For now, that is the only and more secure way to make these roles access the feature.
We appreciate your feedback and we understand that sharing the Dashboard might not be the most convenient way for you. While there is no faster way, please, kindly check this article for how to share a Dashboard with your agents: https://support.zendesk.com/hc/en-us/articles/4408827282714-Sharing-and-publishing-dashboards#:~:text=To%20share%20a%20dashboard&text=If%20you%20have%20the%20dashboard,dashboard's%20name%20and%20select%20Share.
I hope this helps! Thanks!!!
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