Narrative 7 - The importance of data sharing
Behind the scenes of a successful ticketing system - BTS Series
Narrative 7 - The importance of data sharing
Definition
Data sharing requires a commitment to preserving the integrity and dependability of shared data throughout its entire lifecycle. This means systems involved in data sharing must not only provide secure access but also ensure that the data maintains high quality, consistency, and utility for users who rely on it.
One important aspect of this process is for data producers to document and label their datasets, including providing comprehensive descriptions and clear definitions to facilitate the discovery and understanding of the shared information.
It's also essential to enforce stringent access controls and permissions. This approach ensures that only those with proper authorization can access specific datasets, aligning with regulatory compliance requirements and reducing the risks of data breaches and misuse.
Only admins can set rules and permission levels for accessing data. Common pain points
Security and privacy
Sharing data is crucial for contemporary businesses, yet it poses various challenges. Among the most significant challenges is maintaining security, which requires well-thought-out policies, practical tools, effective training, and deliberate processes that are consistently implemented.
Compliance and technical complexity
Another challenge is ensuring that data usage complies with relevant regulations and standards. Technical and structural issues in data management, such as handling multiple systems and dealing with legacy or proprietary solutions, also need to be addressed to support effective data sharing.
Data sharing mechanisms
Traditional
Legacy technologies like secure file transfer protocol (SFTP), email, and application programming interfaces (API) help organizations create custom solutions that work well both on-premises and in the cloud. However, these methods often incur high management and maintenance costs. They are also becoming increasingly difficult to secure and manage due to growing data volumes and changing requirements, which threatens to make data sharing more complicated, slower, and less efficient.
Modern
With many platforms available, adopting an open-source data sharing solution can offer valuable flexibility and freedom. Open-source solutions remove the limitations of vendor lock-in. This allows organizations to grow and adapt without being tied to a single provider. They also offer additional benefits, including community-driven integrations with popular open-source data processing frameworks, which facilitate collaboration and innovation.
Types of sharing
Organizations often need to share different types of data across teams internally while making selected files or folders accessible to external entities. This involves one-on-one exchanges, distribution to multiple recipients, and various other forms of public and private sharing. Robust policies are necessary to manage sensitive data, such as personally identifiable information (PII).
Key aspects
- Assigning different access levels (e.g., private, public read-only, public read/write) to agents based on their role, department, or team.
- Creating data sharing rules that define how and with whom records can be shared across various modules (like Tickets or Contacts).
- Supporting compliance and confidentiality requirements by tailoring permissions so that only certain users have access to sensitive data.
What are the data sharing rules in Zoho Desk?
The data sharing rules empower you to set user access rights across different modules in your help desk, providing several key advantages for your organization:
Enhanced security
These rules help limit access to sensitive information so only authorized users can view or modify specific data within a module.
Privacy compliance
They assist organizations in adhering to privacy regulations (such as GDPR and HIPAA) by managing access to personal or confidential information.
Customization
Organizations can personalize access rules to align with their distinct workflows and security needs, ensuring a tailored fit for their specific requirements.
Better collaboration
Data sharing rules strike a balance between security and usability by allowing team members to access and collaborate on shared information while maintaining controlled access.
Takeaway
Overall, the data sharing features in Zoho Desk enable organizations to manage information access, foster team collaboration, and ensure robust data governance in their support operations.
Please stay tuned for more Desk behind-the-scenes series.
Regards,
Kavya Rao
The Zoho Desk Team
Also, read:
Behind the scenes of a successful ticketing system (BTS Series)
- Narrative 6 - The impact of rebranding
- Narrative 5: The essential role of SLAs
- Narrative 4: Exploring the support channels
- Narrative 3 - Comprehending user management
- Narrative 2 - Understanding organizational departments
- Narrative 1 - The significance of a business account
Further reading:
The Wheels of Ticketing Series
- Eighth Insight - Oversee module relationships with Lookups
- Seventh Insight - Organize your data using Modules
- Sixth Insight - The Hidden C in Data
- Fifth Insight - Maximize the role of Departments
- Fourth Insight - The power of Multi-Layouts
- Third Insight - The Importance of Data Segregation
- Second Insight - Let's talk Layouts
- First Insight - Find your Fields
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