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Ability to share reports without access to other reports

Related products:Reporting
  • January 30, 2025
  • 1 reply
  • 22 views

As of now, as soon as we give access to reports https://i.imgur.com/IUIhMFn.png agent can see all intercom reports https://i.imgur.com/PYPccv7.png and there is no option to hide them in Legacy reports. But it would be great if we can not to give this access to reports but still be able to share reports from this new option https://i.imgur.com/senWqhc.png

1 reply

  • New Participant
  • February 7, 2025

I would like to add the following use case to this feature for product team:

We are doing support for businesses, meaning we are handling over 50 different Onlineshops/Brands within our Intercom Workspace. We are using Multi-Brand as well as Workflow Automations ans Tags to route customers to the right place and to be able to manage totally different shops within one space.

Now I would like to share our performance with the customer (the store owner) without giving them access to the support itself, nor the entire workspace. So we created custom Dashboards that are super cool and targeted to just conversations with tags of that onlineshop.

Our intial idea was to provide a Lite Seat to the customer and limit it just to one Report and thought that the new “Share Report” Feature would be our best friend here. However, the Lite user can still access everything else, he just gets the Shared report additionally.

 

I would like to propose multiple possible solutions:

  1. Dedicated Permission Setting on user level: “Only access Reports shared with user”
  2. Extend the Share Feature to generate a dashboard link for externals with password protection (basically no need for a user then)
  3. Solve it within Multi-Brand Feature World: Reports can get assigned a brand and a user can be assigned a brand, so the user can only consume contents related to that brand.