In Zoho Support, the profile function controls the permission to support modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated to the profile can access the functions that are assigned to them.
Profile controls the following functions:
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 control the access to the modules (Home, Tickets, Accounts, Contacts, Help Center, Products, Reports, Dashboards, Tasks, Contracts, Time-entry, Community, and also Social and Chat), import/export, tools, report access, system administration, and general permissions for the profile. Users with System Administrator privileges can manage these permissions.
The following table provides a list of system-level access control functions
|Module-level Permissions||To enable/disable the following permissions to the various modules (Home, Accounts, Contacts, Reports, and others) and the records in them. |
|Reports & Dashboards Permissions||Permissions to manage the reports and dashboards in Zoho Support and also to schedule reports. |
|Import Permissions||Various permissions required to import records from each module that are owned by you and organization-wide agents. |
|Export Permissions||Various permissions required to export records from each module. |
|Administrator Permissions||Permissions to access the features such as Roles, Profiles, Agents, Groups, Zoho Support Customization etc. |
|General Permissions||Other general permissions to access the variety of features in Zoho Support. |
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.