Support Help

Profiles

In Zoho Support, the Profile feature allows you to control the permission to access modules, records, fields in a record and use features such as import and export. Agents who are associated with a profile can access the functions that are assigned to that profile.

Key Features

You can control the following functions using the Profiles feature:

Module-level Permissions

  • Control tab visibility
  • View Records
  • Create Records
  • Edit Records
  • Delete Records

Sub module-level Permissions

  • Manage Reports and Dashboards
  • Import Records
  • Export RecordsMass Transfer
  • Mass Delete
  • Mass Update

Field-level Permissions

  • Control field visibility
  • Restrict editing of fields (read-only)

In Zoho Support - Profiles module, you can perform the following operations:

  • Create/Modify the profile
  • Manage module-level permissions
  • Manage sub module-level permissions
  • Manage field-level permissions of records
  • Associate profile to the users
  • Delete profiles

Creating Profiles

The default profiles in Zoho Support are the Administrator and Standard profiles. While creating a profile, you are required to associate existing profiles to the new profile that you are creating. You can change the modules and field-level access control later.

To create profile, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Profiles
  3. Click New Profile
  4. Enter a name for the profile
  5. Select a profile from the existing profiles
  6. Enter a description for the profile
  7. Click Save

The new profile is associated with the clone profile you have chosen. You can modify the access control list for the new profile when required.

Controlling Module-level Access

After creating a profile, you must set the access permissions for the various modules available in Zoho Support. These include Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports, Dashboard. You must also set permissions for tasks like import, export, accessing reports, and other general permissions. Users who are associated with the Administrator profile can manage module-level access control lists.

The following table provides a list of system-level access control functions

Field Name Description
Data Level Permissions
Everyone can view/edit all agents data To enable/disable agents accessing other users' records.
Admin only can view/edit all agents data. Others can only view/edit their own data. To specifically enable/disable agents with administrator role to access all the users' records and standard users access their own records. If this option is selected standard users cannot access other users' records.
Record-level Permissions Select the modules (Tickets, Accounts, Contacts, and others) to be displayed in the agents work area.
Create To create records in a module.
Edit To modify records in a module.
Delete To delete records in a module.
Import Permissions
Import My Records To import records pertaining to the individual agents. You can enable/disable import permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Import My Organization Records To import records pertaining to the organization-wide users. You can enable/disable import permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Data Migration To import the complete data from external application
Export Permission To export records pertaining to the organization-wide users. You can enable/disable export permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Tool Permissions
Mass Transfer To transfer records in bulk from one user to another user. You can enable/disable mass transfer permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Mass Delete To delete records in bulk from the Zoho Support system. You can enable/disable mass delete permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Mass Update To update records in bulk in the Zoho Support system. You can enable/disable mass update permission for the Tickets, Solutions, Contacts, Accounts, Contracts, Products, Tasks, Reports and Dashboards.
Change Owner To change owner in each record's view page.
Manage Reports & Dashboards Permissions
Manage Reports & Dashboards To create/modify/delete reports & dashboards and the folders for the reports.
Schedule Reports To schedule delivery of reports to the intended users.
Admin Permissions
Manage Agents To manage agents
Manage Profiles To manage profiles
Manage Roles To manage roles
Manage Groups To manage groups
Managing Data Sharing To manage sharing of data
Field Level Access To view other user's details.
Customize Zoho Support To customize the pages, fields and others in various modules.
General Permissions
Find and Merge Accounts To find and merge details in accounts details page.
View Storage Usage To view storage data
Web-To-Ticket To create Web-to-Ticket form for publishing in your website.
Web-To-Contacts To create Web-to-Ticket form for publishing in your website.
Unsubscription Form To  unsubscribe
Manage Workflow To setup workflow process for your organization.
Approve Web-to-Tickets To approve tickets captured from website using Web-to-Ticket form.
Find and Merge Tickets To find and merge all the tickets.
Approve Web-to-Ticket To approve the tickets captured from website using Web-to-Ticket form.
Manage Ticket Assignment Rules To define tickets assignment rules.
Manage Contact Assignment Rule To define contact assignment rules.
Manage Unassignment Tickets To manage the tickets that are not assigned.
Find and Merge Contacts To find and merge details in contacts details page.
Configure Tickets Escalation To escalate to supervisors if a ticket is not answered within a time frame.
Approve Web-to-Contacts To approve contacts captured from website using Web-to-Tickets form.
Manage Email Templates To setup mass email templates.

To set access permissions, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Profiles
  3. Click Edit against the profile you want to set access permissions for
  4. Check and uncheck the required boxes for the following access permissions:
    • Module-level Permissions
    • Record-level Permissions
    • Import Permissions
    • Export Permissions
    • Tools Permissions
    • Reports and Dashboards Permissions
    • Admin Permissions
    • General Permissions
  5. Click Save

You cannot edit the default roles - Administrator and Standard User. If you want to customize roles for administrators and standard users, we strongly recommend that you create new profles based on the default profiles.

Associating Users with Profile

You can associate a profile with the users so that they can access Zoho Support modules and fields that are assigned to them. Users with administrator privileges can associate profiles with users.

To associate user with a profile, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Users
  3. In the Roles and Permissions section, select Advanced Permission Settings
  4. Lookup and select the role you want to assign to the user
  5. Select an appropriate profile from the Profile pick list
  6. Click Save

A user is associated with a specific role and profile. You can do this for each user in your team.

Deleting Profiles

You can only delete profiles that you have created. However, you must transfer users associated to the profile you are deleting to other active profiles.

Note:

  • You cannot delete the default profiles.

To delete a profile, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Profiles
  3. Click Del against the profile that you want to delete
  4. Click Transfer and Delete

The profile is transferred to the profile you selected. It is then deleted permanently.

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