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 the agents. However, agents cannot access the records of their team leaders.
The key features of the Roles feature are as follows:
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:
You can now assign the newly-created role to the agents in your organization.
After creating roles, you can assign them to the agents in your organization. To assign roles to your agents, follow the steps given below:
You can change a role assignment as required.
You can modify a role whenever you require. To edit an existing role, follow the steps given below:
When you make a change to a role, the data-sharing rules for that rule get updated automatically.
You can delete roles if required. To delete a role, follow the steps given below:
The properties of the role that you deleted and its child roles are transferred to an existing role.