Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Who may view, who may build, and who may publish. Three levels, and giving everybody the top one causes problems.
Set it for one person
- In Admin Center, click People in the sidebar and select Team > Team members. Open the person.
- On the Roles and access tab, tick Access next to Analytics.
- Choose the level in the Role dropdown and click Save.
- Check what they see by asking them.
On Enterprise you set the same thing on the role rather than the person: People > Team > Roles, where a custom or light agent role carries its own analytics permission.
The three levels
- Viewer: can open dashboards shared with them, and cannot build queries or dashboards.
- Editor: can build and change reports and dashboards.
- Admin: can manage everything, including dataset permissions for other people.
People arrive with a level already: admins in Support are Explore admins, light agents are viewers, and staff and contributors have no access at all until somebody grants it. That last one is the reason most "I cannot open Explore" questions exist.
Most people are viewers
Agents and team leads need the numbers, not the builder. A viewer role covers that and keeps the dashboard list comprehensible.
Editors should be few
Two or three people. An account where everybody can build ends up with two hundred reports, four versions of the same chart, and no way to tell which one is right.
That is the real cost of broad editing access, and it arrives quietly over a year.
Access filters data only on Enterprise
There, a custom role can be set to view dashboards or manage reports with the group data limited to the person's own groups. Elsewhere, somebody who can see a dashboard sees everything on it, including groups and brands they do not work with.
Without that limit, build separate dashboards rather than relying on permissions to hide the difference.
Agents seeing their own figures
Decide deliberately whether agents see individual performance numbers, their own or each other's. It changes behaviour, and the decision belongs with whoever manages them rather than with whoever configures Zendesk.
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