Announced on | Rollout on |
September 30, 2024 | January 31, 2025 |
Zendesk has recently updated Explore permissions to centralize and simplify data management for admins and create a more transparent and intuitive user experience.
This announcement answers the following questions:
What’s changing?
This update includes additional permission granularity, giving admins more control over their Explore instance. Editor and viewer permissions can now be further defined by the following levels:
- Data from groups they belong to
- Data from selected groups
Limited viewers and editors can only access the default Support: Tickets and Support: Updates history datasets. Other datasets will be enabled in early 2025.
With this update, admins gain centralized control over access levels, restricting ticket data visibility based on ticket groups. This helps eliminate the need for duplicate dashboards and datasets for different audiences, saving valuable time and effort.
Why is Zendesk making this change?
Zendesk Explore admins previously faced limitations in granting access to Explore. They had to keep access relatively restricted to prevent unauthorized data views or edits. This often meant excluding valuable team members who could benefit from Explore insights. Our new granular permissions address this challenge.
Admins can now leverage the new permission levels to expand access for broader team participation. Additionally, they can save time by setting permissions based on ticket group memberships, eliminating the need to duplicate dashboards and datasets for different audiences. Furthermore, granular permissions help prevent accidental edits or deletions of reports and dashboards by allowing limited access to Explore. This improved control also benefits users, with increased visibility into their current level of permissions, leading to a more intuitive Explore experience.
What do I need to do?
There's no action required of you. However, now might be a good time to revisit your current Explore permissions setup to allow more individuals limited access to Explore. For more information about these updates to the Explore permissions, see Giving users access to Explore.
All previously created dashboards and reports respect the new data access level if you apply the new permissions.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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