Set up Field Permissions - Zoho Desk Knowledgebase

Setting up Fields Permissions

Data security is one of the most sought-after features in a help desk software. Given that you handle sensitive business information of your own company and that of your customers, you can choose to restrict access to specific fields within a module for agents. For example, when your contact module includes sensitive information like your customers' bank account details you can hide these fields for specific profiles. Or when you don't want them to modify the info, you can simply give read-only access. 

You can edit the permissions of a particular field for a selected profile from the Field Permissions section. This is in addition to being able to define permissions while creating a field.


To manage field permissions:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Layouts and Fields under Customization.
  3. Under Layouts and Fields menu, click Field Permissions.
  4. In the Field Permissions page do the following:
    • Select Module from the drop-down list.
    • Select Profile from the drop-down list. 
      All the fields available in the selected module will be listed.
  5. Edit the permission for the desired field to one of the following if required.
    • Read and Write - Permission to view and edit the field.
    • Read Only - Permission to only view the field.
    • Don't ShowRestrict user from both viewing and editing the field.
  6. Click Save.

  • The users with Light Agent profile cannot have Read and Write access on fields.
  • Some of the system-mandated and time-based fields are restricted to read-only access.
  • Field Permissions is available only on Professional and Enterprise.

Preview layouts based on profiles
Once administrators set the field permission they can preview how these fields will appear for each profile within the layout. 

For example, the Phone number field can be read only for agents and read/write for support leads. The admin can use the preview option to see how the field will appear for agents and support leads before saving the configuration. 

It is the responsibility of the data administrator to provide requisite permissions to their agents.

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