Workflow: Manage dashboards for downgraded or removed users in Analytics

It's important to manage dashboard permissions before you downgrade or remove users in Zendesk to ensure that the dashboards they own remain accessible. The workflow includes the steps below:

Step 1: Understand dashboard ownership in Analytics

Step 2: Regain access to shared dashboards

Step 3: Follow best practices for future management

Step 1: Understand dashboard ownership in Analytics

Before you start, remember these important points:

Only the creator and explicitly shared users can view a dashboard

If you remove a user who didn't share their dashboard, that dashboard becomes inaccessible

Zendesk doesn't record dashboards from specific users. It's not possible to retrieve unshared dashboards after you remove a user.

Step 2: Regain access to shared dashboards

Ensure you have admin permissions to view and manage all dashboards

Request help from shared users, if the dashboard was shared:

Ask users to clone or share the dashboard, if users have permission

Ask users to export and share the dashboard with you

Request screenshots or details of the dashboard

Reinstate the user temporarily with agent or admin permissions if the unshared dashboard is crucial:

Suspend their access to other products if needed

Act quickly as Zendesk's data retention policies might limit recovery time

Step 3: Follow best practices for future management

To ensure that your team doesn't lose access to important dashboards:

Require your team to share dashboards with relevant users and teams to distribute access

Record dashboard ownership and sharing details, and share this information with admins

Review ownership and permissions regularly, and adjust as needed