Support Help

User Administration

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.

Support Reps

The helpdesk comprises of help desk team manager, help desk agent, and technicians who handles the customer requests. 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, support reps with administrative profile can perform the administrative functions.

  1. How can I add a support rep?
  2. Is there an option to re-invite the users?
  3. How I reset the password?
  4. Activate/Deactivate Support rep
  5. How to export all added support rep?
  6. Manage Subscriptions


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 leaders can access all the Sales Reps records where as Sales Reps can access only their records and not that of Team leaders.

  1. How do I add a role?
  2. How to assign role to support rep?
  3. Edit role
  4. Delete role


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. Support Reps associated to the profile can access the functions that are assigned to them.

  1. How do I add a profile?
  2. How can I associate a support rep with profile?
  3. Delete profile

Data Sharing Settings

This page helps you to manage the sharing rules for all the modules and also for Organization default share settings. From this rules Zoho Support defines the level of access to each other's data.


  • You can not restrict the accessibility set in Organization's default permissions by writing the Sharing Rules. You can only extend the additional data visibility .
  • All the Attachments, Notes, Emails and Competitors belonging to a record are accessible, if you are able to view that record.
  1. How do I Manage data sharing process?
  2. How can I change the sharing rules


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.

  1. How do I add a group?
  2. How to assign users to group?
  3. Edit role
  4. View role
  5. How do I delete a role?

Field Level Security

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.

  1. How do I set user's field level security?