With the advent of workspaces, certain enhancements are being introduced to the way access privileges can be configured for team dashboards. These changes are designed to provide a more secure and granular dashboards access control for agents. 


Please note that the below-mentioned changes will come into effect for existing customers on all plans on Feb 28th.


A new privilege called “Manage Team Dashboards” will be enabled for the following roles: 

  • Account Admin

  • Admin

  • Workspace Admin

  • Custom roles in which the “Manage Agent groups, Agents and Roles” privilege is enabled in a single workspace account.

  • Custom roles in which the “Manage Workspaces, Agents, Agent Groups, and Roles”  privilege is enabled in a multi-workspace account,


The introduction of a new privilege called "Manage Team Dashboards" will bring about certain changes in functionalities for both IT agents and business agents. Below are the key functionalities they stand to gain and those they may lose as a result of this introduction



For accounts with a single workspace


Current behaviour

New behaviour

For IT agents

An IT agent with only "Manage Agent groups, Agents and Roles" permission cannot share a dashboard with all agents and cannot edit a dashboard shared with all agents.

An IT agent with only "Manage Agent groups, Agents and Roles" permission will be able to share a dashboard with all agents and can edit a dashboard shared with all agents.

For Business agents

A business agent with "Manage Agent groups, Agents and Roles" permission can create a dashboard and share it with themselves or agent groups they are a part of. 


Since the primary workspace will be of type IT in a single workspace account, the business agent will not be able to create any dashboards (since business agents cannot be given admin roles in an account with only IT workspace).



For accounts with multiple workspaces


Multi-workspace accounts will have a new dashboard-sharing option to share dashboards to agents in a workspace. 


Agents with the privilege called "Manage Agents, Agent Groups, and Roles" within a workspace will be given the "Manage Team Dashboards" privilege within that workspace


Current behaviour

New behaviour

Agents with the privilege called "Manage Workspaces, Agents, Agent Groups, and Roles" within a workspace can create a dashboard and share it with all agent groups they were part of across workspaces. 

IT agents with the privilege called "Manage team dashboards" within a workspace will be able share the dashboard only with the agents and groups of that workspace that they are a part of. 


Business agents will not get the ability to share dashboards with agents of IT workspace or with groups of IT workspaces. 


Business agents will not be enabled with the ability to create/clone/edit/delete dashboards even if the “Manage team dashboards” privilege was provided within an IT workspace.

IT agents with the privilege called "Manage Workspaces, Agents, Agent Groups, and Roles" at an account-level can

create new dashboards for himself or share it with his groups they are part of. They can 

view, edit, delete, clone dashboards created for themselves or shared with their groups. However, they cannot share dashboard with agents of only a specific workspace

IT agents with the privilege called "Manage team dashboards" at an account-level, will now have permission to 

  • Share a dashboard with agents of all unrestricted workspaces that they belong to.

  • Edit dashboards shared with agents of workspaces that they belong to. 

  • Share a dashboard only with groups of unrestricted workspaces that they belong to or edit such dashboards


Business agents will not be enabled with the ability to create/clone/edit/delete dashboards even if the “Manage team dashboards” privilege was provided at an account level.

IT agents with only the “Manage Workspaces, Agents, Agent Groups, and Roles” privilege at the account level without any data privileges cannot share a dashboard with all agents and cannot edit a dashboard shared with all agents

IT agents with only the “Manage team dashboards” privilege at the account level without any data privileges will be able to share a dashboard with all agents and edit a dashboard shared with all agents

An agent with "Manage Agents, Agent Groups, and Roles" privilege in any workspace along with access to Ticket, Problem, Change, Release permissions in IT workspaces along with access to Tickets in non-IT workspaces can share a dashboard with all agents or can edit a dashboard shared with all agents.

Agents with such permission will now lose the ability to share dashboards with all agents or edit a dashboard shared with all agents. IT agents would need the "manage team dashboards" permission at an account level to share a dashboard with all agents or edit the dashboard shared with all agents. Such IT agents who now have the “Manage Team Dashboards” privilege at a workspace level, can only share dashboards only with agents of that workspace or agent groups of that workspace or themselves.


Business agents cannot share dashboards with all agents irrespective of the permissions they have. Similarly, business agents cannot share a dashboard with agents or groups of IT workspaces.


Business agents with the “Manage Team Dashboards” in a business-type workspace will be able to create dashboards and share them with agents of that workspace or agent groups within that workspace.

Agents with the  “Manage Workspaces, Agents, Agent Groups, and Roles” privilege at an account level were allowed to share dashboards with groups of the restricted workspace with/without any data role in that restricted workspace. 

Agents belonging to a restricted workspace will be able to share dashboards with the groups of that workspace they are a part of only if they have the "Manage team dashboards" in that restricted workspace.