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.
You can control the following functions using the Profiles feature:
In Zoho Support - Profiles module, you can perform the following operations:
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:
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.
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
|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 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.|
|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.|
|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.|
|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:
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.
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:
A user is associated with a specific role and profile. You can do this for each user in your team.
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:
The profile is transferred to the profile you selected. It is then deleted permanently.