Understanding Ticket Access - Zoho Desk Knowledge base

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 only own records, etc. This article explains the visibility of tickets based on two specific permissions concerning data sharing rules and agent permission. Nevertheless, Zoho Desk administrators will have access to all records, regardless of any settings.

Data Sharing Rules
By default, access rights to Zoho Desk tickets are set as public so that all agents can oversee the ticket data. However, using data sharing rules, you can curtail the access rights of agents by setting the permission as private. When configured as private, only the ticket owner and their manager can oversee the ticket data. Let's look into a little more detail of how this permission behaves when it involves just agents, agents in a team, and only teams.

 Ticket Assignment Type
 Ticket Visibility
Visible to all agents
Determined by role hierarchy, e.g., users at a lower hierarchy (Supervisor)  cannot access tickets of users at a higher hierarchy (Manager)
Visible only to team members 
 Agents in a team
Visible only to team members and is determined by role hierarchy

Agent Permission
You can configure your Zoho Desk agents to either access all tickets in their department or only those owned and unassigned. The former being straightforward, let's look at how the latter (i.e., agents who can access tickets owned and unassigned) behaves when it involves just agents, agents in a team, and only teams.

 Ticket Assignment Type
 Ticket Visibility
 - Visible -
 - Visible -
 Other agents
 - Not accessible -
 Unassigned in own team
 - Visible -
 Self-assigned in own team
 - Visible -
 Others agents in own team
 - Not accessible -
 Unassigned in other teams
 - Not accessible -

    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

                                                        • Creating Ticket Assignment Rules

                                                          Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense ...
                                                        • 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 ...
                                                        • Ticket Assignment for Zoho Desk

                                                          Assigning tickets to the correct agent results in a faster response from the right person. To accomplish this, you need to know which agents are available, so you can assign tickets to agents who can provide the right response immediately. You also ...
                                                        • 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. ...
                                                        • Understanding the Agent Performance report

                                                          One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more ...



                                                        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