When you downgrade or remove users in Zendesk, manage their dashboards first. This guide will help you access the dashboards and outline best practices for future management.
The workflow includes the steps below.
- Step 1: Understand dashboard ownership in Explore
- Step 2: Regain access to shared dashboards
- Step 3: Follow best practices
Step 1: Understand dashboard ownership in Explore
Before you start, remember these important points:
- Only the creator and explicitly shared users can view a dashboard
- If you remove a user from Zendesk who didn't share their dashboard, that dashboard becomes inaccessible
- Zendesk doesn't record dashboards from specific users, Support can't retrieve dashboards after a user is removed
Step 2: Regain access to shared dashboards
- Ensure you have admin permissions to view and manage all dashboards
- Request help from shared users, if the dashboard was shared:
- Ask users to clone or share the dashboard, if users have permission
- Ask users to export and share the dashboard with you
- Request screenshots or details of the dashboard
- Reinstate the user temporarily with agent or admin permissions if the dashboard wasn’t shared and is crucial
- Suspend their access to other areas if needed
- Act quickly, Zendesk's data retention policies might limit recovery time
Step 3: Follow best practices for future management
- Share dashboards with groups or teams to avoid losing access
- Record dashboard ownership and sharing details, share this information with administrators
- Review ownership and permissions regularly, and adjust as needed to avoid losing reports
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