User Access and Security
Zoho Desk HIPAA Compliance Guide
Introduction The Health Insurance Portability and Accountability Act (including the Privacy Rule, Security Rule, Breach notification Rule, and Health Information Technology for Economic and Clinical Health Act) ("HIPAA"), requires Covered Entities ...Encryption at Zoho Desk
Encryption is used to safeguard the contents of a message so that only the intended recipient could read it. This is done by replacing the contents with unrecognizable data, which could be understood only by the intended recipient. This is how ...Encrypting Custom Help Desk Fields
Just as we lock our money and restrict access to our property in the physical world, we must secure our personal information that is held by businesses and government agencies. We need a virtual lock that prevents identity thieves from stealing our ...Understanding ticket accessibility
Knowing which tickets can be accessed by which user and based on what permission is important when you set out to receive tickets in your Zoho Desk. For example, you may allow seeing only own agent's tickets, but see all unassigned; allow editing ...Enabling Federated Login for Help Center
The federated login allows your end users to access the Help Center using a single authentication ticket/token from identity providers (IdP) such as Google, Facebook, LinkedIn, or Zoho. You can enable it to simplify the experience for users who do ...Configuring ADFS for Zoho Desk with SAML
Zoho Desk supports SAML 2.0 (Security Assertion Markup Language 2.0), which allows for the use of SSO (Single Sign-On) using enterprise identity providers such as Active Directory. Enabling SSO via SAML 2.0 means that user authentication is handled ...Configuring Active Directory SSO for Agents
Active Directory (AD) by Microsoft is a centralized and standardized system that automates network management of user data, security, and distributed resources. In other words, it allows the management and storage of information and provides ...Deleting an agent
Sometimes agents in your organization may quit or move to a different business unit. In such cases, you could delete those users after transferring ownership of their records to other agents. What happens to deleted agents? When you delete an agent, ...Setting up SAML Single Sign-on for Help Center
Security Assertion Markup Language (SAML) is a mechanism used for exchanging authentication and authorization data between applications, in particular, an identity provider (IdP) such as OneLogin, Okta, PingIdentity and a service provider (such as ...GDPR (EU Data Protection) and Zoho Desk
The European Union has taken a monumental step in protecting the fundamental right to privacy for every EU resident with the General Data Protection Regulation (GDPR) which came into force on May 25, 2018. Simply put, EU residents will now have a ...Adding users as light agents
One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...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 ...Setting up Data Sharing Rules
The Data Sharing Rules, allow you to define access rights for users to the various modules in your help desk. You can provide the following types of access levels in Zoho Desk modules: Private: Only the record owner and their superior can view the ...Managing User Profiles
In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are ...Managing User Roles
Set up the organization-wide hierarchy using Roles. Users at a higher hierarchy can always access all the records of at a lower hierarchy. For example, a Support Manager can access all the Agents' records whereas Agents can access only their records. ...Securing your Help Desk
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 this situation, Security Management is very important as it affects all ...Setting up Remote Authentication
The authentication method described here will be deprecated soon. We recommend using the SAML single sign-on method for increased security. Remote authentication allows you to incorporate your user management system with Zoho Desk. It allows your end ...Adding and Managing your Zoho Desk Users
Agents are the persons who handle tickets and work with customer problems. They perform a wide array of actions like responding to customers, editing ticket details, closing tickets, moving tickets between departments, etc. You can add as many agents ...
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