FAQs: Users settings

FAQs: Users settings

How do I deactivate users in Zoho CRM?

You can deactivate users by following these steps:
  1. Click Setup > General > Users.
  2. In the Users page, click the checkbox corresponding to the user that you want to deactivate.
  3. Click the Deactivate button.You will get a message asking you if you want to deactivate the account.
Click I Understand. Deactivate now to deactivate the user.

Can I edit the email address of my users?



No, you cannot edit the email address of the users. The users have to edit their email address themselves. The users can change their email address by following the steps given below:
  2. In the Home page, click My Profile Info and select Email Address.
  3. In the My Email Address page, click Edit to change the corresponding email address.
  4. Enter the new email address and the password of the account you're currently logged into in the corresponding fields.
  5. Click Update.

Why am I unable to add a new user?

These might be the reasons why you are not able to add users in your account:
  1. You do not have sufficient user licenses to add more users.
  2. You are not the administrator in the organization. Only users with administrator privileges can add users.
  3. The user you are trying to add may already have a separate Zoho account.

Can I change the username used to log in to Zoho CRM?

No, you cannot change the username in Zoho CRM. However, you can use your email address to log in to your CRM account and change your email address, if required.

How do I re-invite users who have not confirmed their accounts yet?

You can re-invite the user by following the steps given below:
1. Log in to Zoho CRM with Administrator's privileges.
2. Click Setup > General > Users.
3. In the Users page, select the user to be reinvited by selecting the corresponding checkbox.
4. Click Reinvite.

The system sends the invitation to the user's email address.

How do I deactivate users in Zoho CRM?

You can deactivate users by following the steps given below:
  1. Log in to the Zoho CRM with Administrator privileges.
  2. Click Setup > General > Users.
  3. In the Users page, move your mouse pointer to the user that you want to deactivate and click the Deactivate button.
    The user will be deactivated and a system generated email will be sent to that user.

Can I edit the email address of my users?

No, you cannot edit the email address of the active users in your account. However, you can edit the email address of the unconfirmed users (users who have not yet accepted your invitation to join the Zoho CRM account).

Follow these steps to change the email address:
  1. Log in to Zoho CRM with Administrator privileges.
  2. Click Setup > General > Users.
  3. Select Unconfirmed Users from the drop-down list.
  4. In the User's details page, click Edit for the corresponding section to change the email address.
  5. In the pop-up box, modify the email address of the user and click Save.
    An invitation email will be sent to the user's new mail address. The user has to accept this invitation. 

While adding a user, I entered the wrong email address. How do I delete this and add the user with the correct email address?

You cannot delete the user in Zoho CRM. You can deactivate the user with the wrong email address and then add the user with the correct email address. Deactivating the user does not reduce your user license.

What happens when I deactivate a user?

When you deactivate a user:
  1. You stop that user from accessing their Zoho CRM account.
  2. You can use the same user license to create a new user.
Note: When you deactivate a user, the user license is not canceled. You will be billed for the number of user licenses that you had purchased. 

How can I add users to my Zoho CRM account?

In Zoho CRM, only administrators can add users with the steps below:
  1. Click Setup > General > Users.
  2. In the Users page, click Add New User.
  3. In the Add New User page, enter the following details
    1. First Name and Last Name - It is mandatory to enter the Last Name.
    2. Email - Enter a valid user email address that isn't associated with any other Zoho CRM account.
    3. An invitation will be sent to this email address.
    4. Role - Choose the role for the user in your organization.
    5. Profile - Choose a profile that defines the user's access rights in Zoho CRM.
      You can also add other details such as phone numbers, address, photo, fax, website URL, date of birth, language etc. for the user.
  4. Click Save.

Who is a user in your CRM account?

Anyone whose email address is mapped to a user license for your account is a CRM user. A Zoho CRM user is someone who can manage records, either their own or those shared by other users, within the organization. In short, any employee who accesses the CRM account to manage the data is a user. 
As well as accessing the CRM data, some users can perform administrative functions to ensure the smooth running of the CRM account. As an administrator, you can add users to the organization's Zoho CRM account, enabling your employees to conduct their day-to-day tasks independently. 

How many users you can add to CRM is based on the number of user licenses you purchase?

You need to buy a license for every user who accesses CRM. Each user can sign in to their account with their email address and password. 
Every user is given a role and profile. The profile determines what features a user can access and the role determines what data they can access based on the organization's hierarchy.

Who are confirmed users in Zoho CRM?

New users who sign up for Zoho CRM receive an email to confirm their registration. Once they have clicked the link to confirm their accounts, they are referred to as Confirmed Users. Users have 30 days to confirm their account from the date of registration. Only a confirmed user can access the Zoho CRM account.

What is the difference between 'users' and 'customer portal users'?

Anyone whose email address is mapped to a user license from your account is a CRM user. A Zoho CRM user is someone who can manage records, either their own or those shared by other users, within the organization. In short, any employee who can access the CRM account to manage data is a user.
 
Portals are designed to give customers access to part of your CRM. Through a portal, your customers can access the modules and some of the associated data such as products, invoices, and notes. They can also view, edit, or create records or add notes and attachments. For example, if you run a school, instead of manually entering every student's details in CRM, you can provide parents with access to the portal. Parents can add, update, or view their child's details in the portal and the school can share the students' grades and performance scores with the parents through the portal. Read more about setting up portals here.

Can I increase the number of users in the trial edition?

No. Zoho CRM offers a 15-day free trial for the Standard, Professional, Enterprise, and Ultimate editions. The trial version will include all features for the edition chosen. In the trial edition you can only add up to 3 users. In order to add more users, you must upgrade to the paid edition. Take a look at the feature availability for the trial here.

How do I add a user who was previously deleted from my CRM account?

You can add users who you have previously deleted, back to the account. Even after a user is permanently deleted, the deleted email address can be used to create a new user. This added user will be considered as a new user to the CRM and will not be linked with any of the old existing records. However, if you think you may want to re-invite the user later, instead of deleting the user, you can deactivate them. Learn more here on how to deactivate user.

To add a new user:
  1. Log in to Zoho CRM with Administrator's privilege.
  2. Navigate to Setup >General > Users.
  3. Click the +Add User button
  4. In the Add User pop-up, fill the required details.
  5. Click Save.
Note that deleting or deactivating a user does not cancel the user's license. If you no longer want the user license, you will need to unsubscribe it.

To unsubscribe user licenses:
  1. Click Upgrade.
  2. Click Manage for your Edition. 
  3. Click Downgrade under Action.
Select the Number of User Licenses that you want to unsubscribe from under Users. Click Downgrade.

How do I change the email associated with a user's credentials?

To change the email associated with a user:
  1. Go to accounts.zoho.com.
  2. Add the new email address to the My Email Addresses section of the profile page and verify it.
  3. Once the email address is verified, set it as the primary email address and it will be the email address associated with that user in Zoho CRM.

I cannot see "Share data with peers" option in my Edit Role settings?

It is likely that you have chosen the Hierarchy Preference as Reporting instead of Role.

When "Reporting Hierarchy" is enabled, you will not be able to see "Share data with peers" option while editing the Role Settings. This is because, once you have chosen a reporting manager for a subordinate, the concept of sharing data between peers within the same role is rendered unnecessary.
To enable Share data with peers option, you must disable reporting hierarchy from Company Settings and revert to Role Hierarchy. 
Info
Note: In reporting hierarchy the visibility of data is linear, that is only the superior or reporting manager can view the reportee's or junior's data.

Why a user is able to view his peers data when data sharing with peers is disabled?

If data sharing is disabled and still some users are able to view their peers data it could be because the user is a forecast manager.
For example, if John from Sales Executive role is a forecast manager, then he will be able to view data of other forecast managers even if "data sharing with peers" is not enabled.
However, other sales executives will not be able to view John's data.
This is a default behavior and cannot be changed.

Can Administrators directly access the emails of their subordinates?

At present, administrators cannot access the email messages of their subordinates without enabling the Share option in the Leads/Contacts module.

Can I re-invite a user that I deleted?

You can invite a user you have deleted again but he/she will be considered as another new member by Zoho CRM. The records/integrations that previously belonged to the user must be associated to them again.
If you want to re-invite a user, do not delete the user. You could make the user inactive. To make a user inactive, click Deactivate, instead of Delete, from the options.

Can I undo the 'delete user' action?

No. Once you delete a user, he/she will no longer be a part of Zoho CRM. You cannot undo this action. If you are not sure that you want the user deleted, you could make the user inactive instead of deleting him/her altogether. Note that a user deleted is only deleted from Zoho CRM, but can still access other Zoho services from the email address.

I am not able to create a Group. Why?

There are three reasons why you may not be able to create a Group.
  1. You are using the Free Edition of Zoho CRM. In this case, please upgrade to the Paid Edition to create and manage Groups.
  2. Your Administrator has not given you the profile permission to Manage Groups. In this case, please request your administrator to enable the Manage Groups permission for your profile.
  3. You have an individual user account. In this case, it is not possible to create groups.

What are the consequences of deleting a user?

  1. The user deleted from Zoho CRM cannot be admitted again as the same user. This is a permanent action. You can add this user again, but he/she will be considered as a new user by Zoho CRM. The old integrations/records will not be automatically reassigned as in the case of inactive users. You have to manually associate the records.
  2. The integrations configured by the user will no longer work after you have deleted the user.
  3. The user deleted from Zoho CRM will still be able to access other Zoho services from the same email address.

What are the differences between deleting and deactivating a user

Deleting a user:
  1. Deleting a user is a permanent action.
  2. All the configurations made by the deleted user are lost.
  3. The deleted user cannot access the Zoho CRM account from which he/she was deleted.
  4. The deleted user can sign up for another organization's Zoho CRM account with the same email address.
Deactivating a user
  1. Deactivating a user is not a permanent action. User can be activated again.
  2. The configurations made by the deactivated user will still be intact.
  3. The deactivated user cannot access the existing CRM account or join another organization's CRM account using the same email address while being inactive in this account.
Note: In either case, the user deleted or deactivated from one organization's Zoho CRM account can still access other Zoho services using the same email address.

When I delete a user, what happens to the records owned by the user?

The records owned by a user you have deleted remain in Zoho CRM even after you delete them. You can transfer their records at any time. But we strongly recommend that you mass transfer the records to a new owner before you delete them.

Where can I mention users across Zoho CRM?

You can mention fellow users in the following places:
  1. Status updates
  2. Feeds
  3. Comments
  4. Notes section in a Record's Detail page.

How can I restrict permissions for users with Standard profile?

For users with Standard profiles, you can change only the module-level permissions. Other permissions like import, export, tool permissions, etc. cannot be changed for the default profile (Standard profile). However, you can change the permissions for the custom profiles that you create.

Can I hide tabs from certain users?

Yes, you can hide the tabs from certain users or modules. Here is how you can do it:
  1. Click Setup > Security Control> Profiles.
  2. Select the profile you want to hide certain tabs for.
  3. ​To hide tabs from users, simply deselect the particular module you don't want to grant permissions to. The changes are saved automatically.