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Liv Tornquist's Avatar

Liv Tornquist

Joined Feb 20, 2023

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Last activity Sep 30, 2024

Product Manager for Explore Live Data

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ACTIVITY OVERVIEW

Latest activity by Liv Tornquist

Liv Tornquist created an article,

ArticleAnnouncements
Announced on Rollout on
July 16, 2024 July 16, 2024

This announcement answers the following questions:

What’s changing and why?

In an effort to deliver a simple and clear experience for our users, we’ve rolled out an update to the user experience of the Explore admin settings pages. This new experience streamlines the management of multiple settings, including:

  • Dataset access: The management of dataset permissions, available on the new Dataset access tab, has been simplified from the need to check several boxes to a drop-down list.
  • Dashboard sharing outside Zendesk and scheduling with end users: These options now live on the new Sharing tab.
  • Default visualization colors: Updated color pickers live on the new Formatting tab.
  • CSV export settings: Updated export settings live on the new Formatting tab.
    Note: Prior to this change, it was possible to set any special characters as column separators in CSV exports. With this change, only certain characters are allowed. If you save any settings on the Formatting tab of the Settings page (even settings unrelated to exports), the new export settings are enforced. This may break automated export workflows you have created that rely on certain special characters.
  • Default start of week: Start of week settings now live on the new Formatting tab.

As part of this update, we’re removing the Dashboard email delivery section of the Explore admin settings pages. Moving forward, scheduled dashboard deliveries can be viewed directly from the Dashboards library (in the Schedules column), and a detailed view of scheduled deliveries is available on the dashboard itself under the Schedule button.

Additionally, with this update, only users with admin permissions in Explore will be able to see the Settings icon and access the admin settings pages. Editors will no longer see the Settings icon in the sidebar.

What do I need to do?

There's no action required of you. This update has automatically rolled out to all Explore accounts. For more information about these updates to the Explore admin pages, see the following articles:

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jul 16, 2024 · Liv Tornquist

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Liv Tornquist commented,

Community comment Feedback - Reporting and analytics (Explore)

Thank you for taking the time to provide us with your feedback here. Limiting visibility of tickets in Explore to the user’s ticket groups is a great feature request, which is currently in development. We also plan to add improvements to the granularity of edit permissions on dashboards and reports. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Jan 25, 2024 · Liv Tornquist

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Liv Tornquist created an article,

ArticleAnnouncements
Announced on Rollout on
September 30, 2024 January 31, 2025
Important: This update is live on most accounts. However, it's still being rolled out to some accounts and will be complete by the end of January 2025. 

Zendesk has recently updated Explore permissions to centralize and simplify data management for admins and create a more transparent and intuitive user experience.

This announcement answers the following questions:

What’s changing?

This update includes additional permission granularity, giving admins more control over their Explore instance. Editor and viewer permissions can now be further defined by the following levels:

  • Data from groups they belong to
  • Data from selected groups

Limited viewers and editors can only access the default Support: Tickets and Support: Updates history datasets. Other datasets will be enabled in early 2025.

With this update, admins gain centralized control over access levels, restricting ticket data visibility based on ticket groups. This helps eliminate the need for duplicate dashboards and datasets for different audiences, saving valuable time and effort.

Why is Zendesk making this change?

Zendesk Explore admins previously faced limitations in granting access to Explore. They had to keep access relatively restricted to prevent unauthorized data views or edits. This often meant excluding valuable team members who could benefit from Explore insights. Our new granular permissions address this challenge.

Admins can now leverage the new permission levels to expand access for broader team participation. Additionally, they can save time by setting permissions based on ticket group memberships, eliminating the need to duplicate dashboards and datasets for different audiences. Furthermore, granular permissions help prevent accidental edits or deletions of reports and dashboards by allowing limited access to Explore. This improved control also benefits users, with increased visibility into their current level of permissions, leading to a more intuitive Explore experience.

What do I need to do?

There's no action required of you. However, now might be a good time to revisit your current Explore permissions setup to allow more individuals limited access to Explore. For more information about these updates to the Explore permissions, see Giving users access to Explore.

All previously created dashboards and reports respect the new data access level if you apply the new permissions.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Dec 16, 2024 · Liv Tornquist

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Liv Tornquist commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Jordan, we have just added the following support for Omnichannel Unified Agent Status in Explore

Live reporting: Seeing live agent status and activities

Live data widgets for Explore dashboards

Please let me know if you have any feedback. Thanks, Liv

View comment · Posted Nov 08, 2023 · Liv Tornquist

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Liv Tornquist commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Jordan, thanks for raising this question. We are currently extending the Live data metrics to support Omnichannel Agent statuses as well. I will post an update when we get closer to release. Best, Liv

View comment · Posted Mar 08, 2023 · Liv Tornquist

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