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 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). 
  • 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
  • Ticket permissions
  • Administrative permissions
  • Multi-department permissions

Module Permissions
  • Tab visibility
  • View Records
  • Create Records
  • Update Records
  • Delete Records

Ticket Permissions
  • Send Email
  • Change Ownership
  • Handle Unassigned
  • Close Tickets
  • Review Emails
  • Find and Merge
  • Add Followers

Administrative Permissions
  • Comment Permissions
  • Manage Agents and Teams
  • Manage Agent Permissions
  • Rebranding
  • Manage Modules
  • Helpdesk Automation
  • Manage Departments
  • Customer Happiness Ratings
  • Email and Ticket Templates
  • Administrator Dashboard
  • Manage Layouts and Fields
  • End Users
  • Approve End User Signups
  • Configure Support Channels
  • Import Records
  • Export Records
  • Manage Time Tracking

Multi-department Permissions
  • Global Reports and Dashboards
  • Access Data across Departments
  • Move Tickets
  • Share Tickets






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" 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.

    • Related Articles

    • 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 your Support Contracts

      It is quite common for support centers to maintain an agreed level of support with their customers. It is defined by the service level agreements that are created for individual accounts. Such SLA policies between you and your customers can be ...

    • Managing Email Templates

      Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send ...

    • Managing your Twitter Channel

      Zoho Desk allows you to add your company's Twitter account and monitor the tweets from within your help desk. You can also convert the tweets to tickets when required. The conversation between you and your Twitter customers will be added as threads ...

    • Managing your Facebook Channel

      With Facebook in Zoho Desk you can start engaging with your customers and address their issues in real time. You can view and respond to customer posts and comments that are left on your Facebook page. Besides these, you can choose to convert all of ...