Support Help

Roles

Each user who access Zoho Support has a set of permissions and tasks to execute in the application. These access permissions are called roles in Zoho Support. Multiple roles can be created and assigned to each user based on the requirements. This feataure also enables you to set up your organizational hierarchy in a manner that gives users, who are on a higher level, complete access to all the records of users who are on a lower level. For example, team leaders can access all the records that belong to support representatives. However, support representatives do not have access to the records of their team leaders.

Key Features

The key features of the Roles feature are as follows:

  • Users who are associated with the Administrator profile can control all the data within an organization.
  • Users at a higher level in the organizational hierarchy can access the data of users at the lower level of the hierarchy. However, if the users at the higher level do not have Read or Edit permissions, they cannot view or edit their subordinates' records.
  • Users who are at a higher level in the organizational hierarchy cannot view data shared with their subordinates using custom-sharing rules. Subordinates can enable access rights for their superiors by selecting the Superiors Allowed option while creating data-sharing rules.
  • Users who have the same role cannot access each others data. For example, a sales manager cannot access another sales manager's data and vice versa. However, data sharing among peers can be enabled by selecting the Share Data with Peers option while creating data-sharing rules.
  • Users must have read or write access to primary records to add notes and attachments.

Creating Roles

In Zoho Support, by default, the roles CEO and Manager are enabled. You can create different types of roles to suit your organizational hierarchy.

When you create a role, you are required to fill certain fields. The following table provides a description of the various fields you are required to fill when you create a role:

Field Name Description Data Type
Role Name* Enter a name for the new role Text box
Reports To Select a user who is assigned to a superior role to whom a user with the new role will report to. If you do not select a role, the new role reports to the CEO by default Role Tree
Share Data with Peers Select the check-box to enable data sharing with other users who are assigned to the same role. By default, the Share Data with Peers option is disabled Check box
Description Enter a description of the role Text area

To create new roles, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Roles
  3. Click New Role
  4. Enter a name for the role
  5. Look up and select a user who is assigned to a superior role
  6. Check the Share Data with Peers checkbox, if required
  7. Enter a description about the role

  8. Click Save

You can now assign the newly-created role to support representatives in your organization.

Assigning Roles

After creating roles, you can assign them to the support representatives in your organization. To assign roles to the support representatives, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Users
  3. Click Edit against the name of the support representative to whom you want to assign a role
  4. In the Roles and Permissions section, select Advanced Permission Settings
  5. Look up and select the role you want to assign
  6. Click Save

You can change a role assignment as required.

Editing Roles

You can modify a role whenever you require. To edit an existing role, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Roles
  3. From the list of roles, click on the role that you want to edit
  4. Click Edit
  5. Make the required changes
  6. Click Save

When you make a change to a role, the data-sharing rules for that rule get updated automatically.

Deleting Roles

You can delete roles if required. To delete a role, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Roles
  3. From the list of roles, click on the role that you want to edit
  4. Click Delete
  5. Look up and select the role you want to which you want to transfer child roles, if any
  6. Click Transfer and Delete

The properties of the role that you deleted and its child roles are transferred to an existing role.

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