Securing your Help Desk - Zoho Desk Knowledgebase

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 sectors of an enterprise. The foundation of any security management is a model with role-based access control, enabling all the required functionality and authentication for a security system.

Zoho Desk allows you to control who sees what information and who can perform what task. You can define roles and create a clear hierarchy when you need it. Then, based on these roles, you can restrict who sees and edits which fields. You can even control which data can be shared among peers within your helpdesk.

Manage Roles
Create roles for the users in your account such as CEO, Support Manager, Supervisor, Agent, etc.

Manage Teams
Create teams to share records with a group of agents who can perform the necessary actions on them.

Manage Profiles
Create profiles that define the access permissions for the users. Set module-level and feature-level permissions for different profiles.

Data Sharing Rules
Define rules that help you to share data with peers, management, and subordinates.

Field Level Security
Control the access rights of help desk fields and link for various profiles.


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


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