Securing your Help Desk
Managing the complexities of security administration is one of the growing concerns in any enterprise, especially those open to e-commerce and those with large networks. In this situation, Security Management is very important as it affects all sectors of an enterprise. The foundation of any security management is a model with role-based access control, enabling all the required functionality and authentication for a security system.
Zoho Desk allows you to control who sees what information and who can perform what task. You can define roles and create a clear hierarchy when you need it. Then, based on these roles, you can restrict who sees and edits which fields. You can even control which data can be shared among peers within your helpdesk.
Manage Roles
Create roles for the users in your account such as CEO, Support Manager, Supervisor, Agent, etc.
Manage Teams
Create teams to share records with a group of agents who can perform the necessary actions on them.
Manage Profiles
Create profiles that define the access permissions for the users. Set module-level and feature-level permissions for different profiles.
Data Sharing Rules
Define rules that help you to share data with peers, management, and subordinates.
Field Level Security
Control the access rights of help desk fields and link for various profiles.
Related Articles
Setting up Data Sharing Rules
The Data Sharing Rules, allow you to define access rights for users to the various modules in your help desk. You can provide the following types of access levels in Zoho Desk modules: Private: Only the record owner and their superior can view the ...Managing User Roles
Set up the organization-wide hierarchy using Roles. Users at a higher hierarchy can always access all the records of at a lower hierarchy. For example, a Support Manager can access all the Agents' records whereas Agents can access only their records. ...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 ...Why Zoho Desk?
On-demand & Web-Based Zoho Desk, an on-demand, web-based help desk software allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it's all on the cloud, lesser the cost of installation and ...Creating Validation Rules
Go to any website with a registration form, and you will notice that they provide you feedback when you don't enter your data in the format they are expecting. For example, when the phone number field on a form is not filled in or does not contain 10 ...