Light Agent Access to Zendesk Explore Reports

Completed

42 Comments

  • Official comment
    Eugene Orman
    Zendesk Product Manager

    Light agents have access to Explore now. Here is the announcement - Enterprise custom roles and light agent access support for Zendesk Explore

  • Jimmy Rufo

    Vincent - Do you have an update on Light agent access to Explore Dashboards on Professional?

    6
  • Andrew Forbes

    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
  • Vincent Dollet
    Zendesk Product Manager

    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.

    5
  • Bill Cicchetti

    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
  • Darryl Fresne

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

    3
  • Vincent Dollet
    Zendesk Product Manager

    Dear all, we're planning to launch the "Custom Roles & Light Agents EAP" in the coming weeks. This EAP is for customers on Support Enterprise. Availability timeline for customers on Support Professional is TBC.

    Here is the EAP sign-up form: https://forms.gle/GZiuYUt218FXcXjK7

    Kind regards

    3
  • Kelly Johnson

    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.

     

    2
  • Joe Kennedy

    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.

    2
  • Mazen Al Fawaz

    Hi team, any updates on this? 

     

    2
  • Pete

    Light Agents accessing Explore would be useful for users on the Professional plan as well.

    2
  • Spencer Hutton

    Will anything for "Professional" clients be available?

    2
  • Andrew Soderberg
    Community Moderator

    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

    I think so, too.
    All team members should see the results of the analysis.

    1
  • Heather Rommel
    Community Moderator

    Agree!! Light Agents should have at least Viewer access.

    1
  • Stéphanie Motta

    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!

    1
  • Spencer Hutton

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

    1
  • Vincent Dollet
    Zendesk Product Manager

    Hi Pete, thanks for reaching out. We are looking at the best way(s) to extend that capability to customers on Support Professional as well. I unfortunately do not have a timeline yet. Many thanks for your patience. Until then, you may want to give your light agents anonymous access to your dashboards. See "Sharing outside of Zendesk EAP": https://forms.gle/GP221LFwyoCiJ3TPA for more information

    1
  • Hope Notz

    @..., any updates on this? This would be extremely helpful!

    1
  • Idan Battat

    There is any update about this?

     

    1
  • Gal Zohar

    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

    0
  • Stacy Win

    Yes, please. This would be so helpful

    0
  • Bill Cicchetti

    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. 

    0
  • Chris Bulin
    Community Moderator

    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. 

    0
  • Stéphanie Motta

    We are looking forward to it, Andrew!

    Thanks for the update. 

    0
  • Wesley Shi

    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. 

    0
  • Alex Gillum-Webb

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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.

    0
  • Chris Wooten

    Brett, Andrew,

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

    0
  • Ankit B

    Any update on this? ETA? Yes or No?

    0

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