Light Agents access to Explore
TerminéeI would like to suggest that Light Agents are able to have the same access to Explore that they have to Insights etc
If Explore is the future of Zendesk reporting, then it would seem a logical step.
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Hi Tilly,
Thank you for the feedback. Can you tell us more about how you use light agents and what you would need them to be able to do in Explore?
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Hi Nicole,
Sure - an example would be our Customer Account Managers who are Light Agents. They are able to log into Zendesk and look at Dashboards we have created using Insights. We are in the process of trying to move towards Explore, but if they are not able to log in and self-serve this could be a real blocker.
Thanks,
Tilly
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We are having the same issue but with a twist in that we are a relatively new customer and we did not build out insights for our light agents and instead are focusing on the insights replacement (to not duplicate work or expend effort in building out something that will eventually go away) to have a good overview of customers and our support performance.
We have light agents that do not deal with customers on issues directly that are on other teams (Product Deployment, Customer Success Management, etc.) and need to have visibility to support performance of these customers to have a focus on analytics when conducting either weekly calls or for QBR's. These light agents do not require a full license as they will never need to reply to the customer through a ticket or through Zendesk but provide internal comments for our support agents when necessary.
It is ESSENTIAL that these light agents have access to view reports or have the same capabilities in Explore as they have with Insights as it is key component of our customer management strategy and defined ticket workflow management.
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Thanks for the additional context, Tilly.
Glenn, thanks for sharing your use-case.
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We use light agent roles for Zendesk users who do not need to make public comments but need more access than end-users. Many of these light agents need to view reporting information that Explore can now provide. This is a major blocker for us because we are a fast-moving organization needing to make informed business decisions on our support data.
Please add support for light agents in Explore!
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Hi all -
This is something our Product team is currently working on building. Long story short, we didn't have this functionality completed in time for Explore launch. Our team is aiming to give Light Agents access to Explore in Q2 of this year.
- Andrew
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Great news Andrew, thank you!!
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Great news!
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do we have any specific date that this release will be coming out?
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I would also like to know specifically when this access will be released. We are currently in the process of altering our workflow away from Insights/Gooddata and to Explore and light agent access will be very helpful.
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Would you have an update on release date for this option?
Thanks
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I would also like to know when this option will be released. Is there an EAP?
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Has this been released?
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Any word on this? We have some Light Agents we want to recruit with out Insights -> Explore transition.
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Hello Zendesk Team! This might be unnecessary as you guys are already working on this, but it's becoming really critical for us as it's C Level that needs access to view dashboards more than anyone else. The Exec team are all Light Agents. Any update on an ETA would be awesome. Thanks!
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Same here! You must be looking forward to sharing all those beautiful graphics and statistics with as many people as possible, right? ;-)
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Adding my +1 as well. I'm trying to move our reporting from Insights to Explore but not being able to share the reports with our Light Agents is a big blocker. The strange part is, I can "Share" the report with my light agents (they appear in my list of agents) but they can't see the reports once they receive the invitation.
An update with some idea of priority or timing would be much appreciated.
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Couldn't agree more - This is causing increasing issues for us as we want to use the new dashboards that are available, but can't share them
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I am adding my 10 cents here as well. IF Zendesk is going to close down Insights at a certain point, then it is only logical that you allow our Lite Agents to access Explore dashboards so we can maintain the functionality we purchased.
We are putting time into developing our Explore dashboards but if Lite Agents can't access these reports it will be a major negative on the side of Zendesk. Why build this functionality? Was the intention that we would export PDF's to our client account teams? This is URGENT Zendesk Support. Please help your users out and give us an update.
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Adding my +1. If I am able to invite my light agent to an Explore dashboard (which I can) they should be able to access it (which they cannot).
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Any news on when Light Agents can view Explore?
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Hi all - This feature is going to go into early access in the next couple weeks! You can sign up here: https://support.zendesk.com/hc/en-us/articles/360036743314
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Hi there,
is this now in the release? We would really like to use this.
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Hi Rob, The link that Andrew provided says:
Is the EAP closed now?
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My apologies, the information I gave was incorrect (I'll delete that reply shortly). The EAP is now closed.
The capability is now live, it's part of Support Enterprise's custom roles, see https://support.zendesk.com/hc/en-us/articles/360022181214
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