Setting up Fields Permissions

Data security is one of the most sought-after features in a help desk software. Given that you handle sensitive business information of your own company and that of your customers, you can choose to restrict access to specific fields within a module for agents. For example, when your contact module includes sensitive information like your customers' bank account details you can hide these fields for specific profiles. Or when you don't want them to modify the info, you can simply give read-only access. 

You can edit the permissions of a particular field for a selected profile from the Field Permissions section. This is in addition to being able to define permissions while creating a field.

      

To manage field permissions:

1. Click the Setup icon (  ) in the top bar.
   
2. In the Setup Landing page, click Layouts and Fields under Customization.
   
3. Under Layouts and Fields menu, click Field Permissions.
   
4. In the Field Permissions page do the following:
   
• Select Module from the drop-down list.
  
• Select Profile from the drop-down list. 
  All the fields available in the selected module will be listed.
  
5. Edit the permission for the desired field to one of the following if required.
   
• Read and Write - Permission to view and edit the field.
  
• Read Only - Permission to only view the field.
  
• Don't Show - Restrict user from both viewing and editing the field.
  
6. Click Save.
   

Notes:

• The users with Light Agent profile cannot have Read and Write access on fields.
  
• Some of the system-mandated and time-based fields are restricted to read-only access.

• Related Articles

• Managing Help Desk Fields

  Fields are integral to a module since they hold the information associated with it. Customizing the fields specific to your support process allows you to unlock the full power of your Zoho Desk application. Fields can be of two types: Standard ...

• Adding Custom Help Desk Fields

  You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...

• Managing Help Center Permissions

  When you set up the Help Center, you must determine who should have access to it. You may allow anyone to access the Help Center or only those who have registered for it. Providing an open Help Center is less of an effort for your legitimate ...

• Setting Up Knowledge Base Permissions

  Not all solution articles are meant to be shared with your customers or end-users in the help center. That said, you can easily restrict access to specific categories or sections or even to the entire KBase using the granular and the advanced access ...

• Setting up Feedback Widgets

  A portable version of the Advanced Web Form, the Feedback Widget can be added to your website. The widgets can be customized for their field values, language, appearance and their position. Benefits of the Feedback Widget Unlike the Advanced Web ...