Support Help

Data Sharing

Data sharing enables you to share data related to modules with your support representatives. Using Zoho Support, you can create data-sharing rules. These rules allow you to define the level of access that support representatives and other employees have to the data related to your organization. You can create rules to share data with peers, superiors and subordinates in your organization.

However, you cannot change the default access permissions set in the organization by creating data-sharing rules. You can only extend the visibility of data.

Types of Access Levels

You can provide the following types of access levels to user in Zoho Support modules:

  • Private: Only the owners of records, who have been assigned with this access level, and their superiors can view records marked Private.
  • Public-Read-only : Only shared users, who have this access level, can view other users' records. However, since they have read-only access they cannot modify or delete the records that they access.
  • Public-Read/Write/Delete: Shared users, who have this access level, can view, modify and delete records that they access.

Note:

  • If users are able to access records, they can also view attachments, notes and e-mails of those records. All records that belong to you and your subordinates are always visible in the import history.

Set Default Data-sharing Permissions

You can manage data-sharing processes for your organization by setting default data-sharing permissions for your organization. These permissions must be set for each module in Zoho Support. For example, since contracts contain confidential information which is not made available to all the employees of an organization, you can set the permission for the Contracts module as Private or Public-Read Only .

To set the default data-sharing permissions for your organization, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Permissions and then click Data Sharing
  3. In the Organization Default Permissions section, click Edit All Default Permissions
  4. Update the modules of Zoho Support with the following access priveleges:
    • Private
    • Public-Read Only
    • Public-Read/Write/Delete
  5. Click Save

Once you set the default-data sharing permissions, you can compute the permissions for each module. To compute the permissions for a module, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Permissions and then click Data Sharing
  3. Select a specific module
  4. Click Compute

Note:

  • To compute data-sharing rules for all modules simultaneously, use the Compute All option.

Sharing Rules

You can change data-sharing rules for each module in Zoho Support.

To change data-sharing rules, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Permissions and then click Data Sharing
  3. In the Sharing Rules section, click New Sharing Rule against the module for which you want to edit the data-sharing rules
  4. Select whose records will be shared, from the following options:
    • Groups
    • Roles
    • Roles and Subordinates
  5. Select whom the records will be shared with
  6. Set the access type using the following options:
    • Read/Write/Delete
    • Read Only
  7. Select if superiors are allowed to view records that are shared
  8. Click Create Sharing Rule

After creating (or deleting) sharing rules, you must compute the sharing rules for each module.

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