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
 Unassigned
Visible to all agents
 Agents
Determined by role hierarchy, e.g., users at a lower hierarchy (Supervisor)  cannot access tickets of users at a higher hierarchy (Manager)
 Teams
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
 Unassigned
 - Visible -
 Self-assigned
 - 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 -



    Redefine the way you work
    with Zoho Workplace

      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


          Get started with Zoho Sign

          in a few quick steps!

          Download Help Guide





                       
                      Secure your business
                      communication with Zoho Mail


                      Mail on the move with
                      Zoho Mail mobile application

                        Stay on top of your schedule
                        at all times


                        Carry your calendar with you
                        Anytime, anywhere




                                Zoho Sign Resources

                                  Sign, Paperless!

                                  Sign and send business documents on the go!

                                  Get Started Now


                                      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. ...
                                                                            • Setting up Skill-based Ticket Routing to Agents

                                                                              Skill-based ticket routing is an advanced routing strategy that routes tickets to customer support agents who are best qualified to reply to the incoming tickets. It works by matching the skills required to answer a ticket with those assigned to the ...
                                                                            Wherever you are is as good as
                                                                            your workplace

                                                                              Resources

                                                                              Videos

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



                                                                              eBooks

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



                                                                              Webinars

                                                                              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