Support Help

Groups

Groups enable you to share records with users. In Zoho Support, you can create different types of groups to manage a set of common records. A user can be a part of more than one group. Records can be shared with groups by setting up data-sharing rules. It is not possible to assign records directly to groups.

Group Members

A group typically comprises users, roles, subordinates and sub groups. You can create and manage groups with the following combinations:

  • Users: This group comprises only users.
  • Roles: This group comprises users who are associated with roles.
  • Roles & Subordinates: This group comprises users who are associated with specific roles and subordinate roles.
  • Sub-groups: This group comprises users who are already a part of specific groups..

Creating Groups

You can create groups and add users to them. To create groups, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Groups
  3. Click Create New Group
  4. Enter a name for the group
  5. Enter a description about the group
  6. Select users to assign to the group from the Group Source section

  7. Click Save

You can modify groups as required.

Assigning Users to Group

After creating a new group, you can associate users, roles, subordinates or other groups with the group. After assigning group members you can share the Zoho Support data among users by using data sharing rules.

To associate users to group, do the following:

  1. Click Setup
  2. In the Permissions section, click Groups
  3. Click on the name of the group that you want to add users to
  4. Click Edit
  5. In the Group Sources section, select the type of source you want to add users from
  6. Add users from the Available list into the Selected list
  7. Click Save

Editing Groups

After creating groups, you can update the group name and members when required.

To edit groups, follow the steps given below:

  1. Click Setup
  2. In the Permissions section, click Groups
  3. Click on the name of the group that you want to add users to
  4. Click Edit
  5. Make the required changes
  6. Click Save

View Groups

To view group members, do the following:

  1. Click Setup
  2. In the Permissions section, click Groups
  3. In the Groups page, click any group from the list displayed.
  4. In the following page, you can view the details about the group.(users, roles, roles & subordinates and other groups).

Deleting Groups

You can delete groups when required.

  1. Click Setup
  2. In the Permissions section, click Groups
  3. Click Del against the group you want to delete

When you delete groups all the data-sharing rules are updated automatically.

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