Managing User Profiles

Managing User Profiles

In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are assigned to them.

Zoho Desk provides you with 6 profiles:
  • Default Profiles
    • Support Administrator: This profile has access to all the features.
    • Agent: This profile has limited access to the features.
    • Light Agents: This profile has very limited set of permissions (i.e., read-only).
  • Custom Default Profiles
    • Newbie Agent: This profile has limited access that is required for a newbie agent.
    • Supervisor: This profile has limited access that is required for supervisory users.
    • Support Manager: This profile has limited access that is required for managerial users.

Key Features
Profile controls the following functions:
  • Module permissions
    Controls access to individual modules such as Tickets, Accounts, Contacts, etc., based upon the user's profile. You can provide granular permissions like whether users can view, create, edit, delete, or moderate records within the module when you grant access.
  • Ticket permissions
    Defines what actions agents can perform within a ticket, for example, who has a reply and editing owner access over tickets.
  • Administrative permissions
    Controls the ability to make significant changes to your help desk. It includes critical permissions such as managing agents/teams, creating automation, importing/exporting data, etc.
  • Multi-department permissions
    Control actions involving collaborating or accessing data across multiple departments created in your help desk. For example, users can create global reports and share tickets between departments.

Module Permissions
  • Tab Visibility
    Control which modules should be visible to agents assigned to a particular profile. Disabling the tab visibility of a module means the agent will not be able to view that module in the product.
  • View Records
    Allow or disallow agents from viewing a particular record, such as tickets or contacts.
  • Create Records
    Allow or disallow agents from creating a particular record, such as tickets or contacts.
  • Update Records
    Allow or disallow agents from modifying a particular record, such as tickets or contacts.
  • Delete Records
    Allow or disallow agents from deleting a particular record, such as tickets or contacts.

Ticket Permissions
  • Send Email
    Allow or disallow agents from sending email replies to customer tickets.
  • Change Ownership
    Allow or disallow agents from changing ownership of all tickets, only unassigned tickets or none.
  • View Unassigned
    Allow or disallow agents from viewing unassigned tickets. When enabled, agents can view only their assigned/own tickets.
  • Close Tickets
    Allow or disallow agents from closing support tickets.
  • Review Emails
    Allow or disallow agents from being reviewers who will approve email replies sent for review by other agents.
  • Find and Merge
    Allow or disallow agents from merging up to three tickets into a single ticket.
  • Add Followers
    Allow or disallow agents from adding followers to support tickets.

Administrative Permissions
  • Comment Permissions
    Allow or disallow agents from editing or deleting their comments. When disabled, agents cannot leave a comment on any record.
  • Manage Agents
    Allow or disallow agents from managing your help desk agents. You can choose whether they can view, add, update, and delete agents.
  • Manage Teams
    Allow or disallow agents from adding and modifying your help desk teams.
  • Manage Permissions
    Allow or disallow agents from administering permissions such as roles, profiles, and data sharing rules.
  • Rebranding
    Allow or disallow agents from rebranding your help desk, such as managing logo, host mapping domains, handling multi-brand help centers, etc.
  • Manage Modules
    Allow or disallow agents from managing the various modules such as Tickets, Contacts, Accounts, etc. When enabled, agents can rename, select, and unselect modules.
  • Helpdesk Automation
    Allow or disallow agents from managing the various automation functions such as Workflows, Blueprints, Macros, etc.
  • Manage Departments
    Allow or disallow agents from adding, modifying, enabling, and disabling departments in your help desk.
  • Customer Happiness Ratings
    Allow or disallow agents from managing the Customer Happiness feature under Setup.
  • Email and Ticket Templates
    Allow or disallow agents from adding, editing, and deleting the email and ticket templates used in your help desk.
  • Administrator Dashboard
    Allow or disallow agents from viewing the Headquarters dashboard with information of all the agents. When disabled, agents can view only their data.
  • Agent Overview
    Allow or disallow agents from viewing Overview, Tickets, Time Entry, and Happiness Rating information of other agents on their profile page.
  • Manage Layouts and Fields
    Allow or disallow agents from managing the layouts, fields, and ticket status under Setup.
  • End Users
    Allow or disallow agents from performing actions such as inviting, re-inviting, activating, deactivating, editing, and deleting end users.
  • Google Analytics Dashboard
    Allow or disallow agents from accessing the Google Analytics dashboard.
  • Approve End User Signups
    Allow or disallow agents from acting as moderators who approve or deny end user signups in the help center.
  • Support Channels
    Allow or disallow agents from managing the settings concerning support channels such as email, community, chat, telephony, etc.
  • Import Records
    Allow or disallow agents from importing records into your help desk. You can even specify what records agents are allowed to import.
  • Export Records
    Allow or disallow agents from exporting records from your help desk. You can even specify what records agents are allowed to export.
  • Manage General Settings
    Allow or disallow agents from managing the general settings of tickets, contacts, and agents under Setup.
  • Webhooks
    Allow or disallow agents from managing the webhooks created in your help desk. Note that this permission overrides module-level or department-specific permissions.
  • Gamescope
    Allow or disallow agents from managing the gamification settings of the Gamescope feature under Setup.

Multi-department Permissions
  • Global Reports and Dashboards
    Allow or disallow agents from creating reports that include metrics across multiple departments.
  • Access Data across Departments
    Allow or disallow agents from accessing data across multiple departments.
  • Move Tickets
    Allow or disallow agents from moving tickets between departments.
  • Share Tickets
    Allow or disallow agents from sharing tickets with other departments in your help desk.



Creating Profile
While creating a profile, first you have to associate the existing profile to the new profile and later you can change the modules and ticket-level access control.
To create a profile:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. Under Permissions menu, click Profiles.
  4. In the Profiles page, click New Profile in the upper right corner.
  5. In the New Profile page, do the following:
    • Enter the Profile Name.
    • Select an existing profile from the Clone Profile drop-down list.
      The new profile will be cloned. Later you can modify the access control for the new profile.
    • Enter the Profile Description.
  6. Click Save.
    Once you have cloned the profile, you can make the changes to the various permissions.

Controlling Different Permissions
After creating a profile, you must control the access to the modules (Accounts, Contacts, Reports & Dashboards, Tasks, Events, Calls, Tickets, Help Center, Contracts, Products, Time Entry, Community, Social and Chat), tickets, help desk administration, and multi-department permissions for the profile. Users with Support Administrator privileges can manage these permissions.
To control permissions:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. Under Permissions menu, click Profiles.
  4. In the Profiles page, select the profile that you want to modify.
  5. In the Profile Information page, specify the access permissions for the following:
    • Module Permissions
    • Ticket Permissions
    • Administrative Permissions
    • Multi-department Permissions



  6. Your settings will be saved.

Associating Users with Profile
You can associate the profile with the users so that they can access help desk modules and tickets that are assigned to them. Users with Support Administrator privileges can associate a profile with users.
To associate users with a profile:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Agents under Users and Control.
  3. In the Agents List page, click the <Agent Name>.
  4. On the Agent Details page, click the Edit icon (  ) in the left panel.
  5. In the Edit Agent Information page and under Roles and Permissions, select the Profile from the pick list.
  6. Click Save.

Deleting Profiles
You may delete some of the unwanted profiles after assigning the users to the other profiles. Before deleting a particular profile, users associated with that profile must be transferred to other existing profiles. You can delete all the profiles except "Support Administrator", "Light Agent", and "Agent" profiles.
To delete a profile:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. Under Permissions menu, click Profiles.
  4. In the Profiles page, click the Delete icon (  ) for the specific profile.
  5. In the Delete Profile page, transfer the existing users to the new profile.
  6. Click Transfer & Delete.
    The profile will be permanently deleted.

Note:
  • By default, the users that you import will have the following: Role - Manager and Profile - Agent. After importing, you can change the roles and profiles from the Agents page.


It is the responsibility of the data administrator to provide requisite permissions to their agents.

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