Support Help

Profiles

In Zoho Support, the profile function controls the permission to support modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated to the profile can access the functions that are assigned to them.

Key Features

Profile controls the following functions:

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 Records and more.

Field-level Permissions

  • Visibility of fields
  • Restrict editing of fields (Read-only)

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 Different Permissions

After creating a profile, you must control the access to the modules (Home, Tickets, Accounts, Contacts, Help Center, Products, Reports, Dashboards, Tasks, Contracts, Time-entry, Community, and also Social and Chat), import/export, tools, report access, system administration, and general permissions for the profile. Users with System Administrator privileges can manage these permissions.

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

Sections Description
Module-level Permissions To enable/disable the following permissions to the various modules (Home, Accounts, Contacts, Reports, and others) and the records in them.
  • Tab Visible
  • View
  • Create
  • Edit
  • Delete
Reports & Dashboards Permissions Permissions to manage the reports and dashboards in Zoho Support and also to schedule reports.
  • Manage Reports & Dashboards
  • Schedule Reports
Import Permissions Various permissions required to import records from each module that are owned by you and organization-wide agents.
  • Import Accounts
  • Import Tasks
  • Import Help Center
  • Import Contacts
  • Import Tickets
  • Import Products
  • Import History
Export Permissions Various permissions required to export records from each module.
  • Export Accounts
  • Export Tasks
  • Export Help Center
  • Export Contacts
  • Export Tickets
  • Export Products
  • Export Agents
  • Export Portal Users
Administrator Permissions Permissions to access the features such as Roles, Profiles, Agents, Groups, Zoho Support Customization etc.
  • Manage Agents
  • Manage Profiles
  • Manage Roles
  • Manage Groups
  • Customize Zoho Support
General Permissions Other general permissions to access the variety of features in Zoho Support.
  • Manage Department
  • Modify Comments
  • Manage Portal User
  • Notification Rules
  • Change Portal URL
  • Request Template
  • Manage Holiday List
  • Change Owner
  • Mail Review
  • Mail Send
  • Global Reports
  • Manage Macros
  • Manage Workflows
  • Close Permissions
  • Manage Data Sharing
  • Manage Groups
  • Manager Portal Home page
  • Access Cross-department Data
  • Manage Time-based Actions
  • Move Tickets across Departments
  • Manage Community
  • Access Domain Mapping
  • Find & Merge Tickets
  • Manage Assignment Rules
  • Manage Mail-server Settings
  • Manage Unassigned Tickets
  • Field-level Access
  • Web-to-Tickets
  • Manage SLAs

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 Agents
  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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