Hello Zoho Desk Team,

We hope you're doing well.

We’d like to submit a feature request regarding the user experience for agents in Zoho Desk who do not have permission to access certain sections of the system.

🎯 Current Behavior

At present, when an agent lacks access to a specific section (such as User Management, Setup, or other restricted areas), the section is still visible in the interface. However, when the agent attempts to open it, they are presented with a message such as:

• “You do not have permission to access this page.”

• “Insufficient Privileges to perform this operation. Contact your Administrator.”

❗ Problem

This approach can be confusing and discouraging for agents. It:

• Clutters the interface with options the agent cannot use

• Creates frustration by allowing access attempts that are guaranteed to fail

• Makes the platform appear broken or inconsistent to less technical users

✅ Proposed Solution

We propose the following enhancement:

• If an agent does not have permission to access a section or feature, it should be completely hidden from their view.

• This should apply both to the sidebar navigation, top menus, and any other UI components where restricted sections appear.

This would result in a cleaner, more focused, and less confusing experience for agents — especially those with limited roles.

📌 Benefits

• Reduces interface clutter for agents with limited access

• Enhances usability and professionalism of the platform

• Aligns with UX best practices used in most modern enterprise platforms

• Prevents unnecessary support requests from agents wondering why pages “don’t work”

We appreciate your consideration and look forward to seeing this improvement in future updates to Zoho Desk.

Best regards,
Ram