Light Agent Access to Zendesk Explore Reports

Planned

28 Comments

  • Gal Zohar
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    Yes - that would be a huge enabler for us to fully move to Explore reporting.

    The main use case in our case is allowing Sr. management to view the dashboards and follow up on KPIs.

    Thanks

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  • Stacy Win
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    Yes, please. This would be so helpful

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  • Bill Cicchetti
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    I agree.   Our Senior management wants to see data on demand.  Our Professional Service/Sales/CSM groups  needs to be able to view reports on specific client history. Not having that ability greatly limits the value of this reporting solution. 

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  • Chris Bulin
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    We recently implemented OKRs so I need our senior management team to have a way to view these as well. Our product owners have also asked for this access. 

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  • Andrew Soderberg
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    Yes, this is absolutely needed. Our Execs are Light Agents and we need to share reports with them. Giving them viewer access is required for us.

     

    1
  • 左近 学
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    I think so, too.
    All team members should see the results of the analysis.

    1
  • Kelly Johnson
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    I'm in the same boat as Andrew Soderberg above.  My leadership team members have Light Agent access.  I created strategic account dashboards by region and the Regional Account Managers do not have permission to view them.

    Also, the light agent role description states the following:

    Light agents can view, be CC'd on, and add private comments to ticket accessible to them. They can also view reports of all tickets in your Zendesk Support account. Light agents cannot be assigned to or edit tickets. You can add an unlimited number of light agents at no charge.

    Had I known this was a permission violation, I would never had shared the dashboards with them.

    This is a must in my organization or all of my dashboards will need to be built in Insights.

     

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  • Heather R
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    Agree!! Light Agents should have at least Viewer access.

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  • Bill Cicchetti
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    Can someone from Zendesk provide some detail on why the decision was made to not allow Light Agent Access?  We would love to move from Insights to Explore but this is a sticking point for us 

     

    Its even more odd that it allows you to try to give access to the light agent in Explore, they receive the email, and only when trying to access the page via the link do you get a message that you dont have rights and contact your admin.

    3
  • Andrew Forbes
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    Hi all,

    Andrew on the Explore Product Marketing team. In short, we didn't mean to make this decision, we simply didn't have the functionality built for Light Agents to access Explore in time for launch. Here's an update on our goals when it comes to sharing and collaboration:

    In Q2 '19, we are planning to:

    • Give Light Agents view-only access to dashboards which have been shared with them
    • Make sure Explore permissions can be controlled through custom roles (for Support Enterprise)

    Happy to answer any additional questions! 

    5
  • Stéphanie Motta
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    We are looking forward to it, Andrew!

    Thanks for the update. 

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  • Wesley Shi
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    Thanks for the update, Andrew.  This will be a great feature for Zendesk Explore!  Please let us know if you get a more definitive ETA for this improvement. 

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  • Alex Gillum-Webb
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    Glad to hear this is being looked at. This is an absolutely essential requirement for us. I echo Wesleys sentiments - an updated ETA would be most appreciated.

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  • Brett - Community Manager
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    Hey Alex,

    This is an important feature our team is looking into but we don't have an exact date yet of when this will be released.

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  • Chris Wooten
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    Brett, Andrew,

    Let us know how it is looking. If there is an EAP for this I will happily test the functionality.

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  • Stéphanie Motta
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    Hi there, Brett!

    Could you please confirm that I'm enrolled at the EAP? I ask because one of my light agents can't access Explore.

     

    Thank you!

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  • Joe
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    Hi - I wanted to see if there was any update here, and would also love to be added to any sort of Beta for this.

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  • Darryl Fresne
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    Agreed...2nd quarter has come and gone...any updates?

    3
  • M.ALF
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    Hi team, any updates on this? 

     

    2
  • Ankit B
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    Any update on this? ETA? Yes or No?

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  • Tobias Hermanns
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    We also waiting to roll out reports to different teams, ETA now?

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  • L M
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    Our team would love to have this. Explore not having it is a major detractor vs. insights.

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  • Nick Riggall
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    Adding my voice - we also would like to see this functionality implemented when possible. 

     

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  • Justin
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    +1

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  • Vincent Dollet
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    Hi all, apologies for the belated reply. We're currently working on this. When completed, customers on Support Enterprise will be able to manage access to Explore using custom roles and light agents will have view access to prebuilt/custom dashboards.

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  • Justin
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    That's great, Vincent. Any rough estimate for roll out date?

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  • Spencer Hutton
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    With this being a custom role, does that mean that Professional customers with the Collaboration Add-on will not be able to utilize this?

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  • Wesley Shi
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    @Vincent - What is the latest ETA for light agent support for Zendesk Explore?

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