Plan requirement
| Subscription | Any plan |
| Access | Admin |
Reporting is where protected information leaks by accident: in exports, in scheduled emails, and in free-text fields.
Why reporting is the risk
Everything else keeps data inside the platform. Reporting takes it out: as a file on somebody's laptop, as an email in an inbox, as a dashboard shared with a wider group than the tickets were.
Four things to get right
| Report on counts, not content | Volumes and times, not ticket text. |
| Watch free-text fields | A subject line or a description column can carry exactly what should not leave. |
| Restrict who may build and export | Viewer access plus a prepared dashboard covers most needs. |
| Be careful with scheduled email | Once sent, it is in inboxes outside your controls. |
| Mind the screen itself | A report open on a laptop shows patient information to anyone who can see that screen. |
Subject lines are the common leak
A ticket list report showing subjects looks harmless and reproduces whatever customers wrote there. People describe their situation in the subject line, where it is easy to overlook.
Aggregate, do not itemise
Almost every legitimate reporting question is answered by counts, averages and trends. Ticket-level detail is rarely needed, and it is where the exposure is.
Check who a dashboard reaches
Sharing shows everything on it to everybody who can open it. A dashboard built for a clinical team and shared to a wider group is a straightforward disclosure.
A public dashboard link is genuinely public. On Explore Enterprise, a public link can be opened by anyone on the internet, whether or not they have a Zendesk account. Protect that dashboard with a strong password and store the password the way you store any other. And read the whole dashboard before sharing it outward, rather than the one tile you had in mind.
The screen is part of it
Creating or opening an Explore report can put patient information on the display in front of you. Where you are sitting, who walks past, and what appears on a shared screen in a meeting all belong to this, and none of it is covered by a permission setting.
Confirm what applies
Whether Explore may be used, and under what conditions, follows from your agreement. Ask pluscloud support before building reporting on an account handling health information.
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