|Announced on||Rollout on|
|October 10, 2022||November 3, 2022|
Zendesk currently permits admins and some custom roles to export data via native reporting in Support. Starting on November 3, 2022, we will restrict the ability to export to admins only.
This announcement includes the following topics:
- What's changing, and why?
- Am I impacted?
- What do I need to do?
- What are the Zendesk product team's plans for roles and permissions?
What's changing, and why?
Starting on November 3, 2022, we will restrict the ability to export to admins only. This change is being made to protect our customers' data by ensuring only designated users have access to it. It will also align actual product behavior with what we've always intended.
Am I impacted?
This change impacts all Zendesk Support and Suite customers with data exporting enabled.
What do I need to do?
No action is required. You're welcome to upgrade agents who need to export ticket data to the Admin role. Alternatively, agents can request exports from another admin in your account.
What are the Zendesk product team's plans for roles and permissions?
We're so glad you asked! The roles and permissions team has three goals right now:
- Break down the admin role and allow 'admin only' permissions to be available in custom roles.
- Create granular permissions to allow our enterprise customers to scale.
- Bring all permissions across the Suite into one place for easy admin management.
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.
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.
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".
Lila Kingsley This is regarding exports in Reports, only. Views exports is separate.
What's the ETA/timescale for custom permissions to allow data export without having to use admin role?
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?
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.
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.
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.
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.
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?
Thanks, but that doesn't answer my question, nor does the attached article.
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
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.
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.
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