Suggestions for User access/security

8 Comments

  • Vincent Dollet
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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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  • Alex Sawicki
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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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  • Alex Sawicki
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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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  • Alex Sawicki
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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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  • Greg Bakken
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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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  • Vincent Dollet
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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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  • Kelly Johnson
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    That's great news!  Thanks for the update Vincent.

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  • Alex Sawicki
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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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