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.