Plan requirement
| Subscription | Any plan |
| Access | Admin |
A list of who has access to what: the starting point for any access review, and the thing an auditor asks for. It arrives by email rather than downloading on the spot, so there is no file to wait for on screen.
Export it
- In Admin Center, click People in the sidebar, then select Team > Team members.
- Click the Actions menu and select Export team members.
- Carry on working. Zendesk generates the file and emails you a link to download the CSV.
- Open it, sort by Last sign-in, and compare the list against your actual team.
Admins can do this on any plan, as can agents in custom roles that have the permission.
What is in the file
ID, Name, Email, Suspended, Date created, Last updated, Last sign-in, Time zone, Language, Primary Group, Groups, Tags, Organization, Notes, Details, and a role column per product: Chat role, Explore role, Guide role, Support role and Talk role.
Note what is not there: ticket access. The file tells you somebody's role in each product, not which tickets they can open, so an access review that needs that has to look at profiles or at custom roles separately.
Sort by Last sign-in first
The oldest dates are your findings: people who left, project accounts, colleagues who moved on. Most accounts have several, and this turns a list into a minute's work.
Then read the role columns. How many admins, and would you name each of them if asked? An admin occupies the same seat as an agent, so there is no licensing reason to leave somebody there, and fewer admins is a free improvement.
It contains personal data
Names and email addresses of your colleagues, in a file that has left the platform's controls. Treat it accordingly and delete it when the review is finished.
Keep the reviewed copy though, dated and with a note of what you changed. That is what you produce when somebody asks whether access is reviewed, and it makes the next review faster.
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