Announcing: Data export restricted to admins only

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15 Comments

  • CJ Johnson

    How can I tell if I may be impacted? Is there a log I can review of data exports and the roles that performed them? 

    0
  • Alina Wright
    Zendesk Product Manager

    Hey CJ,

    This change impacts all Zendesk Support and Suite customers with data exporting enabled. More details are linked in the article here: https://support.zendesk.com/hc/en-us/articles/4408886165402#topic_5vg_j25_hl


    -1
  • CJ Johnson

    Hi Alina, 
    Thanks, but that doesn't answer my question, nor does the attached article. 

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Can you please add "export data" to permissions on roles so we can allow users of our choice to export our data? We'd like flexibility to allow who needs the functionality if our business needs drives it. 

    2
  • Alina Wright
    Zendesk Product Manager

    Heather Rommel that's the plan for the future.

    CJ Johnson - can you rephrase the question so I can answer it? Not sure what you mean. Are you asking if *you're* specifically, as a person, affected? If you are an admin, then no. You'll still have access to exporting the data. If you were in a custom role, then yes. 

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  • Alina Wright
    Zendesk Product Manager

    CJ Johnson

    Question: How can I tell if I may be impacted? Is there a log I can review of data exports and the roles that performed them? 

    Answer: If I understand you correctly, you'd like to understand who has previously exported data and will no longer have access. If that's accurate, then we're doing a pull of those accounts and will be sending an email within the next few weeks so you'll have that list.

    -2
  • Jon

    What's the ETA/timescale for custom permissions to allow data export without having to use admin role?

    1
  • Alina Wright
    Zendesk Product Manager

    Jon

    Question: What's the ETA/timescale for custom permissions to allow data export without having to use admin role?
    Answer: I don't have a timeline to share at the moment. Stay tuned to announcements for future updates.

    -3
  • Lila Kingsley

    Does this impact the ability to export ticket views OR does it apply only to exports done via Admin Center>Account>Tools>Reports?

    CJ Johnson I think all exports would be in the audit log under  Admin Center>Account>Audit log.  Set a filter with a date range and type = exported.  We don't do the Tools>Reports, but we export ticket views and export audit logs all the time, and those both appear there.  Looks like our users export ticket views a lot which is quite surprising/interesting.

    1
  • Alina Wright
    Zendesk Product Manager

    Lila Kingsley This is regarding exports in Reports, only. Views exports is separate.

    1
  • Is this going to impact all export option on explore? Will the user's no longer be able to export their reports in to CSV/Excel? or is it only impacting the XML export option?

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  • CJ Johnson

    Alina Wright Unfortunately, the email sent just says "one or more agents" and does not include who or how to check. How can we tell who has recently used this? There's no usernames in the reporting tool. 

    2
  • Lila Kingsley

    Alina Wright Thanks for clarifying above it is only for reports generated via Admin Center>Account>Tools>Reports.  We received the email, and I am 99.99% certain that no one uses that path, and only ever uses export view data functionality...which is not changing with this announcement.  So just want to give a heads up you may have sent it to customers who are only exporting view data.

    1
  • Rosa Lopez

    Continuing with Lila's comment, to see exactly who uses this feature go to Audit Log > Filter by Exported and download the .csv
    In the .csv filter by item, it should appear as "Reports: Full JSON report".

    2
  • Darlene Loiacono

    How soon will the Export option be available to set in a created role?  Will we be contacted when this change is made?  This change has forced me to change some users to Admin giving them access to other areas that I do not want touched.  This is not the ideal situation.

    0

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