Giving users access to Explore




What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support with

Explore Light, Professional, or Enterprise







Verified AI summary ◀▼
Admins can manage user access to Explore by assigning roles, allowing you to control who can create, view, or edit reports and dashboards. Depending on your plan, you can use Explore roles or custom roles to tailor access levels. Users can also check their own permissions to understand what data they can access in reports and dashboards.




Admins can control whether a user can access Explore and what they can see and do within it.
For example, you might want some users to be able to create and view reports, and other users
to have view-only access to dashboards.
To control access to Explore, you use roles. The role names and the method you use to
associate them with users depends on your plan.
This article contains the following topics:

Understanding Explore access
Giving or modifying Explore access with Explore roles (Professional only)
Giving or modifying Explore access with custom and light agent roles (Enterprise only)
Checking your Explore permissions



Understanding Explore access

Whether a Zendesk user has access to Explore by default depends on the plan you have and
the type of user. You can modify or remove access to Explore at any time by following the
steps in this article.


Tip: If you're not sure which Explore plan you have, see
About the Zendesk Explore plan types to see which version of
Explore is included with the various Suite plans.

If you have:


Explore Lite, all of your Support users have view-only access to the prebuilt
dashboards by default.

Explore Professional, default access to Explore depends on the role selected when
the user was created:

Light agents in Support have Viewer access in Explore.

Staff and Contributors in Support have no access to Explore and must
be manually granted access.

Administrators in Support have Admin access in Explore.



Explore Enterprise, default access to Explore is defined by the user's custom
role. See Giving or modifying Explore access
with custom roles (Enterprise only) for details.

Watch the video below for an overview of how a fictitious company uses Explore permissions
to control access to sensitive data between different office locations.


Explore ticket group permissions (10:29)



Giving or modifying Explore access with Explore roles (Professional only)



Note: If you use custom roles in Zendesk Support, see Giving or modifying Explore access with custom
roles (Enterprise only) instead.

Explore roles are configured in Admin Center. You must be a Support administrator
to configure users.
To give or modify user access to Explore


In Admin Center, click
People in the sidebar, then select Team > Team members.

Search for and select a user's profile to open it.
On the Roles and access tab, select the Access checkbox next to
Analytics. If you don't enable this checkbox, the user cannot access Explore,
regardless of any other access settings.

In the Role drop-down, select the appropriate role:








Role
Permissions




Admin

Includes all Editor permissions plus the following:

Update permissions for datasets (see Setting Explore dataset
permissions)
Change default colors for charts and color-encoded metrics
Edit Excel settings when exporting dashboards. This includes column and
tab separators, decimal precision, decimal separator, and thousands
separator
Manage dashboard delivery schedules for all Explore users
View and edit all dashboards across the account, regardless of who the
dashboards were created by or shared with
Configure dataset exports





Editor


Create and customize new dashboards, reports, and datasets
Edit created and shared dashboards, reports, and datasets
Share dashboards with Zendesk users or groups
Set dashboard email delivery schedules (see Scheduling dashboard deliveries)





Viewer


View dashboards shared with them
Cannot create reports or dashboards







Click Save.




Giving or modifying Explore access with custom and light agent roles (Enterprise only)

If you're on an Enterprise plan, admins configure access to Explore using custom and light agent roles. Custom roles let you control access to various
Zendesk products to multiple users simultaneously.
If you apply any of the standard custom roles to any of your users, they will be
automatically granted the following Explore role:





Support Enterprise custom role
Explore role




Admin (system)

Manage reports, dashboards and datasets (Admin)



Team lead (custom)

Manage reports and dashboards (Editor)



Staff (custom)

View dashboards (Viewer)



Contributor (system)
View dashboards (Viewer)


Advisor (custom)

View dashboards (Viewer)



Light agent (system)

View dashboards
(Viewer)



New custom role

View dashboards (Viewer)




With the exception of the Light agent role, system roles cannot be customized, but custom
roles can. Additionally, you can configure access to Explore in your own custom roles.
To configure Explore access permissions in a custom or light agent role

In Admin Center, click
People in the sidebar, then select Team > Roles.
From the list of roles, click the options menu ( ) for the custom or light agent role you
want to configure Explore access for and click Edit.
On the role’s settings page, scroll down to the Reporting and analytics section
and configure the following Explore settings as needed:








Role
Permissions


No access
Cannot access Explore


View dashboards (Viewer)

Data from groups they belong to (Limited viewer)

View dashboards shared with them
Can see historical data only for the Support groups that
the user is included in
Cannot see live data


Cannot create reports or dashboards
Cannot access settings

Data from selected groups (Limited viewer)

View dashboards shared with them
Can see historical data only for the Support groups you
specify
Cannot see live data


Cannot create reports or dashboards
Cannot access settings

All data (Full viewer)


View dashboards shared with them

Can see historical data for all Support groups
Can see live data


Cannot create reports or dashboards
Cannot access settings




Manage reports and dashboards (Editor)

Data from groups they belong to (Limited editor)

Create and customize reports from all datasets
Can see and work with historical data only for the Support
groups that the user is included in
Cannot see or work with live data


Cannot share dashboards externally through links, schedule or
receive dashboard deliveries, or create dashboard restrictions
Cannot access settings

Data from selected groups (Limited editor)

Create and customize reports for the Support groups you
specify
Can see and work with historical data for any dataset they
have permission to
Cannot see or work with live data


Cannot share dashboards externally through links, schedule or
receive dashboard deliveries, or create dashboard restrictions
Cannot access settings

All data (Full editor)

Create and customize reports from any dataset they have permissions for
as well as live data
Create and customize dashboards
Create custom datasets
Edit reports, dashboards, and datasets created by other
users
Share dashboards with Zendesk users or groups
Schedule and receive dashboard deliveries
Create dashboard restrictions




Manage reports, dashboards and dataset permissions
(Admin)

Includes all Editor permissions for the All ticket data option,
plus the following permissions:


Update dataset permissions


Change default colors for charts and color-encoded
metrics


Edit Excel settings (including column and tab separators,
decimal precision and separator, and thousands separator) when exporting
dashboards


Manage dashboard delivery schedules for all Explore users

Not available to light agents









Note: Explore doesn't distinguish between private and public ticket groups. Any user
with "All data" access in Explore can view all private and public ticket groups. You
can use the limited editor permissions described in this article to restrict ticket
group visibility for users.


Click Save.

Now, whenever the custom role is assigned to one or more users, that user will be granted
the Explore access level you configured.



Checking your Explore permissions

Users with access to Explore can check their own level of access to data within Explore.
This helps you understand what data you can expect to see in reports and dashboards.
To check your Explore permissions


In Explore, click your profile icon in the top right.
Select Data access.
The Data you can access window shows
you which ticket groups and datasets you currently have access to.






//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

