Plan requirement
| Subscription | Suite Enterprise or higher, Explore Enterprise |
| Access | Admin |
Sharing a dashboard with people who have no Zendesk account. Useful, and it needs a decision about what leaves the building.
Share it
- Open the dashboard.
- Set up external sharing.
- Choose who receives it and how.
- Open it yourself as an outsider would and check what is visible.
Build a separate dashboard for it
Not a share of your internal one. An external dashboard should contain what you intend an outsider to see and nothing else, and that is much easier to guarantee when it is a different dashboard.
Check every report on it
Individually. It is easy to share a dashboard whose fourth report names agents, or lists customer organisations, because it was built for an internal audience.
Who this is for
- A client, where you provide support on their behalf.
- An outsourcing partner, seeing their own performance.
- A colleague in a part of the business without Zendesk accounts.
Aggregate rather than itemise
Totals, averages and trends rather than ticket-level detail. External audiences almost never need individual records, and every record is something you have handed over permanently.
Review it periodically
An external share set up for a project outlives the project. Put a review date on it, because nobody outside will tell you they no longer need access.
Agree it first
Sharing operational data outside the organisation may need agreement from whoever owns that decision. Easier to ask before than to explain after.
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