Managing the complexities of security administration is one of the growing concerns in any enterprise, especially those open to e-commerce and those with large networks. In such demanding times, the availability of Security Management is considered predominant – affecting all sectors of an enterprise. The foundation of any security management is a model with role-based access control, enabling all the required functionality and authentication for a security system. Role-based access control (also known as role-based security) is a method of managing authorization while performing tasks in complex systems – many users and many resources.
The helpdesk comprises of help desk team manager, help desk agent, and technicians who handles the customer tickets. You can add, edit, or remove the technicians in the application and also provide them with various access privileges that suit their role and need. Also, agents with administrative profile can perform the administrative functions.
Each technician accessing the Zoho Support has a set of permissions and tasks to execute in the application. These access permissions are termed as Roles in Zoho Support. Multiple roles can be created and assigned to each technician based on the requirement. Roles Module also enables you to set up your organization-wide hierarchy such that users at higher hierarchy can always access all the records of lower hierarchy. For example, team leads can access all the agents records where as agents can access only their records and not that of their team leads.
In Zoho Support, profile function controls the permission to modules, records, fields in a record, and various utilities, such as import, export, send email, mass update etc. Agents associated to the profile can access the functions that are assigned to them.
Data Sharing rules, are module level permissions that can be applied to your helpdesk data. You can assign organization-wide data permissions like Private, Read only and Public Read/Write/Delete to individual modules in Zoho Support.
Groups are for sharing records to users pertaining to any roles or profiles in the organization. Group contains users, roles, roles & subordinates, and sub groups. In Zoho Support, you can create different types of groups (set of users) to manage a set of common records. And one user can be added in more than one group. Please note that records can be shared with groups by setting up data sharing rules and you cannot assign records directly to the groups.
This page allows you to set permission to various fields of different modules for the respective profile. It is also possible to set field level permission to administrator profile.