Giving users access to Explore

Note: Customers on Sell Team plans and higher can also give users access to Explore as described in this article.

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
• Giving or modifying Explore access
• Giving users Explore access with Support Enterprise custom roles
• Removing Explore access

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.

Tip: If you're not sure which Explore plan you have, see About the Zendesk Explore plan types to see which version of Explore is included with the various Suite and Sell plans.

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

Note: If you use custom roles in Zendesk Support, see Giving users access with Support Enterprise custom roles instead.

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

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Select a user. The user you choose must have the User type of Staff member.
3. In the user's profile, under Role, click Manage in Admin Center.

   

   Admin Center opens on the Roles and access tab.

4. 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.

   

5. In the Role dropdown, choose the role you want from the following table:

   Role	Permissions
   Admin	Includes all Editor permissions plus the following: Update permissions for datasets (see Setting Explore dataset 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, reports, and datasets Edit created and shared dashboards, reports, 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 reports or dashboards

6. 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.

Note: If you have light agents in your Zendesk instance, and assign them the Light Agent custom role, they will be able to view any dashboards that have been shared with them in Zendesk (applicable only to Suite Enterprise plans, Support Enterprise plans, and Explore Legacy plans).

Additionally, you can configure access to Explore in your own custom roles.

To configure Explore settings in a custom role

1. In Admin Center, click People in the sidebar, then select Team > Roles.
2. 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
3. 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 permissions for datasets (see Setting Explore dataset 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, reports, and datasets Edit created and shared dashboards, reports, 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 reports or dashboards

4. 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.

Note: If the Zendesk user doesn't have a Support license but does have a Sell license, then the following rules apply:

• 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

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Select a user. The user you choose must have the User type of Staff member.
3. In the user's profile, under Role, click Manage in Admin Center.

   

   Admin Center opens on the Roles and access tab.

4. In the Explore row, clear the Access checkbox.
5. Click Save.