Manage Roles - Zoho Desk Knowledgebase

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.

Key Features
  • Users with a CEO role have access to the entire database within your organization.
  • Managers in the role hierarchy cannot view or edit their subordinates' records if they do not have the "Read" or "Edit" permissions for the type of record.
  • Users at a higher role can access other users’ data below their hierarchy. For example, a support manager can access their subordinates' data.
  • By default, users of the same role cannot access each other's data. For example, the VP Engineering cannot access the VP Customer Support data and vice versa though they are of the same hierarchy.
  • You can use the Share Data with Peers option to allow data sharing between users of the same role.
  • One must have read/write access to the primary record to add comments, attachments or send an email to it.
  • A user with an Administrator profile will have access to all the data irrespective of the role assigned to the user.

Creating Roles
By default, the CEO and Manager roles are enabled for your Zoho Desk account. You can also create different types of roles for users based on their position in your organization hierarchy.
To create new role:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. In the Roles List, click New Role in the upper right corner.
  4. In the New Role page, do the following:
    • Enter the Role Name
    • Select the immediate superior's role from the Reports To lookup. 
      If you do not select the superior's role, the new role will be created under the CEO role.
    • Select the Share Data with Peers check box if you would like to enable access rights to peers.
    • Specify the Description for the role.

  5. Click Save.

Assigning Roles
After creating roles, you can assign them to the agents in your organization.
To assign roles to users:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Agents under Users and Control.
  3. In the Agents List page, click the <Agent Name>.
  4. On the Agent Details page, click  in the left panel.
  5. In the Edit Agent Information page and under Roles and Permissions, select the specific Role from the lookup box.
  6. Click Save.

Editing Roles
You can modify the user roles as per changes in your organizational hierarchy. You can perform the following modifications:
  • Rename the role
  • Change the Superior Role
  • Change the setting for sharing data with Peers
While changing the role names, all the data sharing rules will be updated automatically. 
To edit a role:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. In the Roles List, click the Role name.
  4. In the Role Details page, click the Edit icon  ) in the upper-right area.
  5. In the Edit Role page, update the new properties for the role.
  6. Click Save.

Deleting Roles
You cannot delete the existing roles without transferring the users to a new role. 
To delete a role:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Permissions under Users and Control.
  3. In the Roles List, click the Role name.
  4. In the Role Details page, click the Delete icon  ) in the upper-right area.
  5. In the Delete Role page, click on an existing Role to transfer the child-roles to the selected role.
  6. Click Transfer & Delete.
Now the role and child-roles are transferred to the new role, and a different organization hierarchy is created.

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

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                  Zoho SalesIQ Resources

                      Zoho TeamInbox Resources

                                Zoho DataPrep Resources

                                  Zoho DataPrep Demo

                                  Get a personalized demo or POC

                                  REGISTER NOW

                                    Design. Discuss. Deliver.

                                    Create visually engaging stories with Zoho Show.

                                    Get Started Now

                                                          • Related Articles

                                                          • 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 ...
                                                          • Creating and Managing User Labels

                                                            Labels are keywords or tags that you can add to end users to categorize or identify them on the community. For example, you could add the label 'Expert' to users who've provided the best answers in the community.  Benefits Here are some of the ...
                                                          • Adding and Managing User Groups

                                                            Groups are a collection of end users, often related to a specific account, geography, brand, or product, that is used to determine access to your knowledge base and community content on the Help Center. For example, you can add a group that includes ...
                                                          • 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 ...
                                                          • Managing Email Templates

                                                            Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send ...



                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                          CRM Tips

                                                          Make the most of Zoho CRM with these useful tips.

                                                            Zoho Show Resources