Question
The creator of a dashboard left my company and I removed their user from my Zendesk account. The dashboard is private and when I try to access it, I receive the message: The dashboard does not exist or is not public. How can I get access to that dashboard?
Answer
If you suspended the user but didn't delete them from your account, you can temporarily upgrade the user to an admin again and re-share the dashboard with an existing admin. However, if you deleted the original creator of the dashboard, then any unshared dashboard they created can't be recovered. For more information, see this article: Can I recover deleted custom metrics, reports, or dashboards?
To re-share the dashboard
- Unsuspend access to the user by following the steps in this article: Suspending a user.
- Select Unsuspend access.
- Under User type change the field to Staff member.
- In Admin Center, upgrade the agent's role back to Admin.
- On a different tab of your browser, sign in as the admin user you just reinstated.
- Open Explore and share the dashboard with yourself or with another admin.
- After you or another admin confirms access to the dashboard, downgrade the former employee's role to End user.
- Follow the best practices for suspending or deleting the user from the account.
For more information, see this article: Best practices for removing agents.
4 comments
Bruno Cruz
Hi team,
I'm currently facing an issue where, despite being an Admin (who should, supposedly, have access to all dashboards), I still don't have access to dashboards which have been created by suspended users. After discussing this with Zendesk Support over chat, I was redirected here. Taking into account the nature of the process, I'd like to give the following feedback:
A tool such as this, supposedly ready for Production usage, should allow access to these dashboards in an easier manner. Having to waste the time of different teams across the company to perform this exercise is, at best, disappointing.
2
Salim Cheurfi
I'm very sorry, I totally understand, but it is highlighted in our best practice to always check explore reports and dashboard before removing or suspending a user. Best practices for removing agents.
I would recommend always cloning dashboard from your agent before suspending them, so you have a copy assigned to you without having to go through this process. You will find more information here How to clone dashboards.
It is one of the major uses of this cloning feature, it allows you to clone a dashboard from someone else and you become the owner of the dashboard, we strongly recommend doing that to avoid those situations.
As an admin you should not need to ask IT to reinstate the email, you can just unsuspend the user and assume their account by following this post : Assuming an agent.
Once the user is unsuspended, you can directly assume the account to access the dashboards. This will avoid the whole process of reactivating the email, defining a new password and involving other teams.
I hope this helps,
0
Bruno Cruz
Hi Salim,
Thank you for taking the time to reply back to this. A few comments, If I may:
Finally, I understand that there may be documented best practices to perform before proceeding with an agent suspension or removal. But again, this doesn't remove the initial problem: why the need for such a strange process in the first place?
0
Salim Cheurfi
Thank you for your feedback, we understand your view, we will monitor this and if we receive others similar inputs our product specialist might consider changing the logic in the future, I would recommend as well to post a proper feature request here that will be accessible to other users and our product specialist.
The logic currently set is that suspending a user is the final steps and this should be done only when tickets are reassigned, dashboard cloned and everything is in order.
Regarding the account assumption of admin, you can normally downgrade them to agent and you will be able to assume the account and access the dashboards, it's not in the article because it is a workaround to use as a last resort. The current logic is to always share or clone the dashboard so they stay accessible to other users.
If you need any help in the future for special cases don't hesitate to contact our support and we will do our best to assist and try to find the right workaround.
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