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. Support representatives 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 Users and 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 Requests, 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 Support Reps data	To enable/disable Support Reps accessing other users records.
Admin only can view/edit all Support Rep's data. Others can only view/edit their data alone.	To specifically enable/disable Support Reps 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 (Requests, Accounts, Contacts, and others) to be displayed in Support Reps 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 Support Reps. You can enable/disable import permission for the Requests, 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 Requests, 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 Requests, 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 Requests, 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 Requests, 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 Requests, 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 Support Reps	To manage Support Reps
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-Request	To create Web-to-Request form for publishing in your Website.
Web-To-Contacts	To create Web-to-contacts form for publishing in your Website.
Unsubscription Form	To  unsubscribe
Manage Workflow	To setup workflow process for your organization.
Approve Web-to-Requests	To approve Requests captured from Website using Web-to-Request form.
Find and Merge Requests	To find and merge all the Requests.
Approve Web-to-Request	To approve the Requests captured from Website using Web-to-Requests form.
Manage Request Assignment Rules	To define requests assignment rules.
Manage Contact Assignment Rule	To define contact assignment rules.
Manage Unassignment Requests	To manage the requests that are not assigned.
Find and Merge Contacts	To find and merge details in Contacts details page.
Configure Requests Escalation	To escalate to supervisors if a request is not answered within a time frame.
Approve Web-to-Contacts	To Approve Contacts Captured from website using Web-to-Contacts form.
Print View	To be able to get the print preview
Manage Email Templates	To setup mass email templates.

To set access permissions, follow the steps given below:

1. Click Setup
2. In the Users and 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 Users and Permissions 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.

To delete a profile, follow the steps given below:

1. Click Setup
2. In the Users and 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.