Suggestions for User access/security
So far, I have 3 suggestions on how to improve Explore:
- Give Light Agents Access to View in Explore.
In Insights, it’s possible to give Light Agents access to be able to view reports. We currently use that feature a ton; every client has a light agent that can access reports. In the current iteration of Explore, that doesn’t look like it’s possible (unless I’m just missing something?). This is absolutely critical for our use cases. Without this change, we simply will not be able to use Explore.
- Control access to Explore via roles.
In Insights, it’s possible to define who can view/edit/admin reports based on their role, not just on an individual user level. In Explore that doesn’t look like it’s possible. While I think it’s a great added feature to be able to define permissions on a per-user basis, being able to define them per role would also be extremely helpful.
- Change Data Permissions based on user.
I'd like to be able to make the agents’ permissions match between the support portal and Explore reporting.
As an example of my specific use case: Say I have Light Agents restricted to only be able to see tickets within their organization(s), like so: 
I’d like to see security rules in Explore automatically match this restriction. This would make managing the reports for our clients SO much easier. It means that the data security would become almost “set it and forget it”. There would be 1 place to determine “global” security permissions, and then further restrictions could be done on a per user basis. Or per organization or per role or per group; essentially, it would give a lot of flexibility to how the Security Rules are applied. The current implementation of Security Rules is a great step in the right direction, it’s just fairly restrictive at the moment since it can only restrict by Groups. Our use-cases generally require restricting by organization instead. We could have our Groups match our Organizations to achieve the same effect, but that’s a lot of extra work.Setting those permissions manually also has a much higher risk of mistakes.
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Hi Alex,
Thank you for your feedback!
Supporting light agents is definitely a high priority for us. It is currently planned early 2018.
Improvements to users and permissions management is also a key theme for our enterprise customers - tentatively planned in the later part of 2018. Your suggestions are great (group/role permissions mgmt, better integration with support portal). If that's OK with you, I'd love to involve you further in the research we'll be conducting early next year on that topic.
Kind regards
Vincent
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Early next year for the Light Agents… That’s actually okay.
It that gives us time to figure out how to use the other features of Explore and implement our current reports into it. But we can’t really use it for our production reports until we can start letting users (light agents) in.
Those other suggestions are coming from experience trying to get Insights/Gooddata to work for us. We’ve managed to create workarounds to make Insights function for our use-cases, but it’s been difficult to do, and it would be fantastic if we could get the features that we use built in. So, yes, I’d love for NOCDOC to be involved in helping your research.
Thanks for the quick response!
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I did have one other, somewhat unrelated question/suggestion:
We are currently on the “Hub and Spoke” model for Zendesk. I’m wondering if there is any plan at all to support the Hub and Spoke model in Explore? Will there be any way to support having multiple Zendesk instances pointed to a single instance of Explore? We’ve tried (twice) to move to multi-branding, and the security/data segregation aspects just make it so that we cannot. At least, we can’t without some changes to how multi-branding functions. Anyways, one of the main advantages that multi-branding would give us is ability to have all of the reports from 1 Zendesk instance, rather than having a ton of different instances. If there’s any way we could get those features built into Explore that would be fantastic.
Thanks again!
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I know that it's been a while since I commented on this last, but you mentioned that it would be early 2018 before any changes would be made. Do we have any updates? Thanks!
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Adding a +1 to see when we can get this enabled. Per our concern: when sharing an explore dashboard with users that include full and lite agents, lite agents are notified, click the link and are given the "Uh oh, It looks like you don't have permission to access Explore. Contact your Zendesk Administrator for details." Problem is that the Zendesk Admin can't do anything about it :-)
As the product is trying to deprecate Insights and push toward Explore, we should see this updated as early as possible.
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Dear all,
Here's an update on where we are at:
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)
We are still discussing timeline for:
- Fine grained data permissions
- Multi-instance reporting
Kind regards
Vincent
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That's great news! Thanks for the update Vincent.
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Sorry for the late reply.
I agree with Kelly! That's fantastic news! Thanks for the update! Look forward to seeing how that looks.
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