Giving users access to Explore

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="article-banner" id="suite_all">
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<strong>All Suites</strong>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<div class="article-banner" id="support_with_explore_all">
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<strong>Support with</strong>
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<td>Explore Light, Professional, or Enterprise</td>
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<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can control user access to Explore by assigning roles that define their permissions, such as Admin, Editor, or Viewer. Access varies by plan and user type, with options to restrict data visibility by groups or brands. You can also check your Explore data access to understand what reports and dashboards you can view or edit based on your permissions.</p>
</div>

<div class="body">

<p class="p">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. </p>
<p class="p">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. </p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can also control which dashboard data is displayed to viewers by using
dashboard restrictions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5282695803290" target="_blank">Dynamically adapting dashboard data based on viewer</a>.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_fhf_gxs_5y__ul_dwm_krj_1cc">
<li class="li"><a class="xref" href="#topic_r5m_f3z_2tb">Understanding Explore access</a></li>
<li class="li"><a class="xref" href="#topic_dgk_tkr_sjb">Giving or modifying Explore access with Explore roles (Professional only)</a></li>
<li class="li"><a class="xref" href="#topic_ygz_hkr_sjb">Giving or modifying Explore access with custom and light agent roles (Enterprise only)</a></li>
<li class="li"><a class="xref" href="#topic_c2t_2tj_1cc">Checking your Explore permissions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_r5m_f3z_2tb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Explore access</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="note tip" id="topic_r5m_f3z_2tb__note_pbv_l3z_2tb">
<span class="tiptitle">Tip:</span> If you're not sure which Explore plan you have, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823356186" target="_blank">About the Zendesk Explore plan types</a> to see which version of
Explore is included with the various Suite plans.</div>
</div>
<p class="p">If you have: </p>
<ul class="ul" id="topic_r5m_f3z_2tb__ul_ib5_4rj_1cc">
<li class="li">
<strong class="ph b">Explore Lite</strong>, all of your Support users have view-only access to the prebuilt
dashboards by default. </li>
<li class="li">
<strong class="ph b">Explore Professional</strong>, default access to Explore depends on the role selected when
the user was created: <ul class="ul" id="topic_r5m_f3z_2tb__ul_j31_qrj_1cc">
<li class="li">
<strong class="ph b">Light agents</strong> in Support have Viewer access in Explore. </li>
<li class="li">
<strong class="ph b">Staff</strong> and <strong class="ph b">Contributors</strong> in Support have no access to Explore and must
be manually granted access. </li>
<li class="li">
<strong class="ph b">Administrators</strong> in Support have Admin access in Explore. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Explore Enterprise</strong>, default access to Explore is defined by the user's custom
role. See <a class="xref" href="#topic_ygz_hkr_sjb">Giving or modifying Explore access
with custom roles (Enterprise only)</a> for details.</li>
</ul>
<p class="p">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.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="" class="embed-responsive-item" controls="controls" height="360" src="https://www.youtube.com/embed/P_pd6Kp0gbk?si=nLiaEJ0fPqmzsViu" width="640"></iframe></div>
<p class="p"><em class="ph i">Explore ticket group permissions (10:29)</em></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dgk_tkr_sjb">
<h2 class="title topictitle2" id="ariaid-title3">Giving or modifying Explore access with Explore roles (Professional only)</h2>
<div class="body">
<div class="p">
<div class="note note" id="topic_dgk_tkr_sjb__note_rvs_c3m_2tb">
<span class="notetitle">Note:</span> If you use custom roles in Zendesk Support, see <a class="xref" href="#topic_ygz_hkr_sjb">Giving or modifying Explore access with custom
roles (Enterprise only)</a> instead.</div>
</div>
<p class="p" dir="ltr">Explore roles are configured in Admin Center. You must be a Support administrator
to configure users. </p>
<p class="p"><strong class="ph b">To give or modify user access to Explore</strong></p>
<ol class="ol" id="topic_dgk_tkr_sjb__ol_uh3_dys_5y">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span>
</li>
<li class="li">Search for and select a user's profile to open it.</li>
<li class="li">On the <strong class="ph b">Roles and access</strong> tab, select the <strong class="ph b">Access</strong> checkbox next to
<strong class="ph b">Analytics</strong>. If you don't enable this checkbox, the user cannot access Explore,
regardless of any other access settings.<p class="p"><img class="image" id="topic_dgk_tkr_sjb__image_qhm_gcs_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_role_update2.png" width="450"></p>
</li>
<li class="li">In the <strong class="ph b">Role</strong> drop-down, select the appropriate role:
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dgk_tkr_sjb__topic_zp2_gpw_zgb__simpletable_kdq_tkq_5jb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_dgk_tkr_sjb__d52e264" style="vertical-align:top;">Role</th>
<th class="entry cell-norowborder" id="topic_dgk_tkr_sjb__d52e266" style="vertical-align:top;">Permissions</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_dgk_tkr_sjb__d52e264" style="vertical-align:top;">Admin</td>
<td class="entry cell-norowborder" headers="topic_dgk_tkr_sjb__d52e266" style="vertical-align:top;">
<p class="p">Includes all Editor permissions plus the following:</p>
<ul class="ul" id="topic_dgk_tkr_sjb__ul_cc3_nxf_rmb">
<li class="li">Update permissions for datasets (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831563802" target="_blank">Setting Explore dataset
permissions</a>)</li>
<li class="li">Change default colors for charts and color-encoded metrics</li>
<li class="li">Edit Excel settings when exporting dashboards. This includes column and
tab separators, decimal precision, decimal separator, and thousands
separator</li>
<li class="li">Manage dashboard delivery schedules for all Explore users</li>
<li class="li">View and edit all dashboards across the account, regardless of who the
dashboards were created by or shared with</li>
<li class="li">Configure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6037992005914" target="_blank">dataset exports</a>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_dgk_tkr_sjb__d52e264" style="vertical-align:top;">Editor</td>
<td class="entry cell-norowborder" headers="topic_dgk_tkr_sjb__d52e266" style="vertical-align:top;">
<ul class="ul" id="topic_dgk_tkr_sjb__ul_dc3_nxf_rmb">
<li class="li">Create and customize new dashboards, reports, and datasets</li>
<li class="li">Edit created and shared dashboards, reports, and datasets</li>
<li class="li">Share dashboards with Zendesk users or groups</li>
<li class="li">Set dashboard email delivery schedules (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843602714-Sharing-dashboards-through-email" target="_blank">Scheduling dashboard deliveries</a>)
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_dgk_tkr_sjb__d52e264" style="vertical-align:top;">Viewer</td>
<td class="entry cellrowborder" headers="topic_dgk_tkr_sjb__d52e266" style="vertical-align:top;">
<ul class="ul" id="topic_dgk_tkr_sjb__ul_ec3_nxf_rmb">
<li class="li">View dashboards shared with them</li>
<li class="li">Cannot create reports or dashboards</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ygz_hkr_sjb">
<h2 class="title topictitle2" id="ariaid-title4">Giving or modifying Explore access with custom and light agent roles (Enterprise only)</h2>
<div class="body">
<p class="p">If you're on an Enterprise plan, admins configure access to Explore using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">light agent</a> roles. Custom roles let you control access to various
Zendesk products to multiple users simultaneously. </p>
<p class="p">If you apply any of the standard custom roles to any of your users, they will be
automatically granted the following Explore role: </p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ygz_hkr_sjb__simpletable_yrz_rlr_sjb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e360" style="vertical-align:bottom;text-align:left;">Support Enterprise custom role</th>
<th class="stentry" id="d52e363" style="vertical-align:bottom;text-align:left;">Explore role</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Admin (system)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">Manage reports, dashboards and datasets (Admin)</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Team lead (custom)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">Manage reports and dashboards (Editor)</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Staff (custom)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">View dashboards (Viewer)</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Contributor (system)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">View dashboards (Viewer)</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Advisor (custom)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">View dashboards (Viewer)</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">Light agent (system)</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">View dashboards
(Viewer)</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e360" style="vertical-align:top;">New custom role</td>
<td class="stentry" headers="d52e363" style="vertical-align:top;">
<p class="p">View dashboards (Viewer)</p>
</td>
</tr>
</tbody>
</table>
<p class="p">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.</p>
<p class="p"><strong class="ph b">To configure Explore access permissions in a custom or light agent role</strong></p>
<ol class="ol" id="topic_ygz_hkr_sjb__ol_yjk_fnr_sjb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ygz_hkr_sjb__d8e637" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">From the list of roles, click the options menu (<img class="image" height="14" id="topic_ygz_hkr_sjb__image_qsm_rsj_1cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) for the custom or light agent role you
want to configure Explore access for and click <strong class="ph b">Edit</strong>. </li>
<li class="li">On the role’s settings page, scroll down to the <strong class="ph b">Reporting and analytics</strong> section
and configure the following <strong class="ph b">Explore</strong> settings as needed:<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ygz_hkr_sjb__table_shp_ypf_ndc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Role</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Permissions</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">No access</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Cannot access Explore</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">View dashboards (Viewer)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Data from groups they belong to (Limited viewer)</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_thp_ypf_ndc">
<li class="li" dir="ltr">View dashboards shared with them<ul class="ul" id="topic_ygz_hkr_sjb__ul_wnk_zpf_ndc">
<li class="li" dir="ltr">Can see historical data only for the Support groups that
the user is included in</li>
<li class="li" dir="ltr">Cannot see live data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">legacy live dashboards</a>. Can
see data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real time monitoring
dashboards</a>.</li>
</ul>
</li>
<li class="li" dir="ltr">Cannot create reports or dashboards</li>
<li class="li" dir="ltr">Cannot access settings</li>
</ul>
<p class="p" dir="ltr">Data from selected groups (Limited viewer)</p>
<p class="p"><strong class="ph b">Data they can view and report on</strong></p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_ub4_d4w_b3c">
<li class="li">
<strong class="ph b">Data from brands and groups they belong to:</strong> Restrict access to
only data in brands and groups that the user is part of.</li>
<li class="li">
<strong class="ph b">Data from selected brands and groups:</strong> Opens two menus where you
can select the brands and groups that the user can report on.</li>
<li class="li">
<strong class="ph b">All data:</strong> No brand or group restrictions are applied.</li>
</ul>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_vhp_ypf_ndc">
<li class="li" dir="ltr">View dashboards shared with them<ul class="ul" id="topic_ygz_hkr_sjb__ul_yn1_1qf_ndc">
<li class="li" dir="ltr">Can see historical data only for the Support groups you
specify</li>
<li class="li" dir="ltr">Cannot see live data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">legacy live dashboards</a>. Can
see data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real time monitoring
dashboards</a>.</li>
</ul>
</li>
<li class="li" dir="ltr">Cannot create reports or dashboards</li>
<li class="li" dir="ltr">Cannot access settings</li>
</ul>
<p class="p" dir="ltr">All data (Full viewer)</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_xhp_ypf_ndc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">View dashboards shared with them</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_esp_1qf_ndc">
<li class="li" dir="ltr">Can see historical data for all Support groups</li>
<li class="li" dir="ltr">Can see live data</li>
</ul>
</li>
<li class="li" dir="ltr">Cannot create reports or dashboards</li>
<li class="li" dir="ltr">Cannot access settings</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Manage reports and dashboards (Editor)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Data from groups they belong to (Limited editor)</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_zhp_ypf_ndc">
<li class="li" dir="ltr">Create and customize reports from all datasets<ul class="ul" id="topic_ygz_hkr_sjb__ul_fpk_bqf_ndc">
<li class="li" dir="ltr">Can see and work with historical data only for the Support
groups that the user is included in</li>
<li class="li" dir="ltr">Cannot see or work with live data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">legacy live dashboards</a>. Can
see data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real time monitoring
dashboards</a>.</li>
</ul>
</li>
<li class="li" dir="ltr">Cannot share dashboards externally through links, schedule or
receive dashboard deliveries, or create dashboard restrictions</li>
<li class="li" dir="ltr">Cannot access settings</li>
</ul>
<p class="p" dir="ltr">Data from selected groups (Limited editor)</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_b3p_ypf_ndc">
<li class="li" dir="ltr">Create and customize reports for the Support groups you
specify<ul class="ul" id="topic_ygz_hkr_sjb__ul_wld_cqf_ndc">
<li class="li" dir="ltr">Can see and work with historical data for any dataset they
have permission to</li>
<li class="li" dir="ltr">Cannot see live data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">legacy live dashboards</a>. Can
see data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real time monitoring
dashboards</a>.</li>
</ul>
</li>
<li class="li" dir="ltr">Cannot share dashboards externally through links, schedule or
receive dashboard deliveries, or create dashboard restrictions</li>
<li class="li" dir="ltr">Cannot access settings</li>
</ul>
<p class="p" dir="ltr">All data (Full editor)</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_d3p_ypf_ndc">
<li class="li" dir="ltr">Create and customize reports from any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831563802" target="_blank">dataset they have permissions for</a>
as well as live data</li>
<li class="li" dir="ltr">Create and customize dashboards</li>
<li class="li" dir="ltr">Create custom datasets</li>
<li class="li" dir="ltr">Edit reports, dashboards, and datasets created by other
users</li>
<li class="li" dir="ltr">Share dashboards with Zendesk users or groups</li>
<li class="li" dir="ltr">Schedule and receive dashboard deliveries</li>
<li class="li" dir="ltr">Create dashboard restrictions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Manage reports, dashboards and dataset permissions
(Admin)</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Includes all Editor permissions for the All ticket data option,
plus the following permissions:</p>
<ul class="ul" id="topic_ygz_hkr_sjb__ul_e3p_ypf_ndc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Update dataset permissions</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Change default colors for charts and color-encoded
metrics</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Edit Excel settings (including column and tab separators,
decimal precision and separator, and thousands separator) when exporting
dashboards</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Manage dashboard delivery schedules for all Explore users</p>
</li>
<li class="li">Not available to light agents</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">Now, whenever the custom role is assigned to one or more users, that user will be granted
the Explore access level you configured.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_c2t_2tj_1cc">
<h2 class="title topictitle2" id="ariaid-title5">Checking your Explore permissions</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To check your Explore permissions</strong></p>
<div class="p">
<ol class="ol" id="topic_c2t_2tj_1cc__ol_a21_htj_1cc">
<li class="li">In Explore, click your profile icon in the top right. </li>
<li class="li">Select <strong class="ph b">Data access</strong>. <p class="p"><img class="image" id="topic_c2t_2tj_1cc__image_d2j_4tj_1cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_checking_your_access.png" width="300"></p>
The <strong class="ph b">Data you can access</strong> window shows
you which ticket groups and datasets you currently have access to.<p class="p"><img class="image" id="topic_c2t_2tj_1cc__image_yrc_ntj_1cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_data_you_can_access_example.png" width="350"></p>
</li>
</ol>
</div>
</div>
</div>
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