Narrative 3 - Comprehending User Management

Narrative 3 - Comprehending User Management

Behind the scenes of a successful ticketing system - BTS Series

Narrative 3 - Comprehending User Management

User management in a ticketing system includes important aspects of how administrators oversee user access, roles, and permissions. This process involves not just creating and modifying user accounts, but also the ability to delete them when necessary. Administrators can assign specific profiles, like agent, light agent, or support administrator, which helps clarify responsibilities within the organization.

When user management is done effectively, it ensures that everyone has the right level of access to the tools they need to do their job efficiently. This means that team members can work together seamlessly on support tickets and customer inquiries. Additionally, strong user management supports security by blocking unauthorized access to sensitive information to provide a collaborative and secure environment.

Managing Agents

Customer support representatives serve as the organization's primary point of contact for many customers. Support reps, also called agents in the help desk system, make up the customer-facing teams. They assist customers with billing, product issues, troubleshooting, refunds, and other related matters.

Tasks

  • Replying to tickets and tracking them.
  • Answering customer calls.
  • Offering live chat support or connecting with customers on social media platforms.
  • Preparing a knowledge base of troubleshooting solutions for quick reference.

Actions

Inviting your team as agents in Zoho Desk with the correct permissions and access roles is the first step to getting them on board with the ticketing system. Each agent is assigned a role and a corresponding profile. The role follows the organisation’s hierarchy and can be set up in the Zoho Desk account. This defines access to the data in Desk. The profile, meanwhile, determines which features can be accessed and what actions a user can take in the Desk account.

Managing Teams

Teams consist of agents who allocate tasks based on traits, such as skills, job roles, locations, interests, and expertise. The makeup of these teams can change depending on business needs and support processes. They often include sub-teams and individual agents with specific roles.


Teams are essential for managing daily operations well. They help handle tickets and divide up tasks, events, and calls by routing them to the proper associates.


For example, a specialized team can include agents with extensive experience in meeting the needs of enterprise-level business customers. This dedicated team can manage all aspects of customer support, from onboarding and implementation to ongoing assistance after implementation. This ensures that inquiries from enterprise customers are addressed with skill and care.


By using team-based support services, organizations can ensure that their customers receive quick and focused responses.They can also provide tailored solutions that meet customers' specific needs and challenges. This approach improves the overall customer experience by promoting quick communication and delivering effective resolutions.

Info
Points to remember:
  • Teams are designated for specific departments, meaning that only agents affiliated with a given department can join its teams. 
  • A team may include up to 100 agents and can comprise a maximum of 50 sub-teams or 20 roles. 
  • Every department is allowed to have up to 60 teams. 
  • Teams can encompass agents, sub-teams, agents assigned to a particular role, and the associates of those agents. 
  • It’s not required for every agent to be part of a team, and agents are permitted to belong to multiple teams, whether within the same or across different departments.

Roles & Profiles

Roles refer to the specific functions or responsibilities assigned to users within the system. They determine the level of access and the types of actions an agent can perform.  


For example, a support manager needs access to all the tickets that their team agents work on, while support representatives typically only need access to their own tickets and, at times, their peers' tickets.


Profiles group agents with similar access levels and permissions. They define the settings and configurations that apply to each role. For example, a profile for agents might allow them to view all tickets but restrict access to sensitive customer data.


The system predefines the profiles listed, and they cannot be modified directly. However, you can adjust the permissions associated with these profiles to suit your needs better.

  1. Support Administrator
  2. Agent
  3. Light Agent


Recall this simple mantra: "Roles observe, profiles take action."

Conclusion

User management helps organize workflows by clarifying responsibilities and allowing users to concentrate on their tasks. By managing agents and teams and defining roles and profiles, you can make sure that sensitive information is only available to those who need it. 

​

Overall, effectively managing roles and profiles in a ticketing system improves both security and operational efficiency.

 

Please stay tuned for more Desk behind-the-scenes series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team

      • Recent Topics

      • How to let club members update their own profile data

        Our club has about 200 members. We keep names, addresses, phones, emails, payment records, etc. for each, recently migrated to Creator. Once a year I send email to each member to confirm or correct their info on file with us, as well as ask for payment

      • Separate Items & Services

        Hi, please separate items and services into different categories. Thank you

      • Can I import MSG files into Microsoft 365 without Outlook?

        Yes, absolutely. You do not need Outlook installed to import MSG files into Microsoft 365. Aryson MSG file Converter is a dedicated tool that eliminates the Outlook dependency entirely, making the migration process simple and efficient for all users.

      • Print Sales Orders, Purchase Orders or Invoices from API

        Hello, Is it possible to use the print option that is available in Sales Orders Purchase Orders and Invoices with the API?. I don't see any information in the docs about this. Thanks

      • Connectivity issues with Google Calendar and third-party integrations

        Description: We are currently experiencing a critical failure with Zoho CRM third-party connections. This issue is heavily affecting our primary workflow. Symptoms: Sync Failure: Existing Zoho CRM to Google Calendar connections have been failing for approximately

      • Auto-sync field of lookup value

        This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

      • Push Forms to CRM

        Hello, I created a Form but forgot to integrate to CRM before many of the Forms were filled out. Is it possible to push those entries to CRM or should I just export a CSV then upload to CRM?

      • Better use of contacts

        Zoho inventory has the ability to add multiple contacts to customers. However Zoho inventory doesn't currently provide a way to link a contact to objects like sales orders. This means that while you can tell what company has placed a sales order you can't

      • Layout Adjustment.

        Hello Latha, Hope you are doing well. I wanted to check with you about adjusting the layout columns in the Service Report from the backend, as currently there is no capability for us to customize the layout from our end. Below is the output that I am

      • Invoice emails repeatedly "Bounced back" from perfectly good email address of clients.

        Hi For a couple of months now I am getting tens of invoice email invoices "bounced back" from perfectly sound email addresses when they are sent via Zoho Books. (see attached or an example) (the common theme seems to be that the emails are going to either

      • Newby Questions - Vendors, Customers, and Income vs. Other Income Clarifications

        Q1. For Deposits, there does not seem to be an option for "Income". "Other Income" is an option however. What is the process to add the option to assign a deposit to type "Income"? Q2. In many cases Vendors and Customer are the same. Vendors may purchase

      • yodlee bank fees

        My bank feeds have been pretty much error-free until this recent Yodlee update.  I have configured it as per the information however nothing comes through. It says that bank feeds have been refreshed as of 30th June, 2022. It is the end of the financial

      • Deleting, Adding and Changing a Zoho Books Entry

        Zoho Books Community & Support, If a bulk upload of entries were added to an account, what is the process to: - Delete an entry - Change the amount of an entry - Is there a means to manually add an entry other than upload?

      • Create Item group from a composite Item

        I have applied my mind for hours but cannot figure this out. Can you have a composite item in an item group?. E.g. We bundle different color and size SKU's together as composite items. Also Using composite items as Bill of Materials. We want to create

      • Amazon.in FBA multiple warehouse integration with Zoho Inventory

        My organisation subscribed to Zoho One looking at the opportunity to integrate Amazon.in with Inventory. But during the configuration, we understood the integration has severe limitations when it involves multiple warehouses in the same Organisation.

      • Feature Request - Make Available "Alias Name" Field In Item List View

        Hi Zoho Inventory Team, I have noticed that the "Alias Name" field does not appear on the list of selectable columns in the Customise Columns feature in the Items module. This would be very useful to see for businesses who are using the Alias Name field

      • Feature Request - Option To Hide Default System Fields on Items

        Hi Zoho Inventory Team, As far as I know it is not possible to hid some of the defult system fields on Items, such as UPC, MPN, EAN, ISBN. A good use case is that in many cases ISBN is not relevant and it would be an improved user experience if we could

      • OpenAPI Specs are just plain wrong

        The provided yml files for generating the OpenAPI specs are absolutely riddled with errors and inconsistencies. From missing fields on the objects, to just incorrectly named resource objects. I'm having to go through and manually changing the spec to

      • Zoho Inventory - Composite Items - Assembly - Single Line Item Quantity of One

        Hi Zoho Inventory Team, Please consider relaxing the system rules which prevent an assembly items from consisting of a single line item and outputting a quantity of 1. A client I'm currently working with sells cosmetics and offers testers of their products

      • Categorize Items with Item Headers

        Hello customers, Did you ever want to classify items based on specific categories to help your customers understand your invoice better? With the new Item Header feature, you can easily categorize items in your invoices and estimates and give them a common title.  Item Headers are available in the Invoices, the Recurring Invoices and the Estimates module. It can be carried forward from estimates to invoices at the time of converting the estimates.  To add an item header: Go to the Estimates, Invoices

      • What is a realistic turnaround time for account review for ZeptoMail?

        On signing up it said 2-3 business days. I am on business-day 6 and have had zero contact of any kind. No follow-up questions, no approval or decline. Attempts to "leave a message" or use the "Contact Us" form have just vanished without a trace. It still

      • Zoho Creator Developer Console | Improved Distribution and Lifecycle Management for apps

        Hello everyone, We're excited to introduce new enhancements now in the Zoho Creator Developer Console. These updates strengthen private app distribution through licensing controls and extend environment support across all installed apps, helping teams

      • Logged out

        Hi, just been working on a sheet when a pop up box appeared telling me I'm going to be logged out in x number of seconds and if I reload I may lose any edits, or words to that effect. It did indeed log me out and I did indeed lose my last edits. Any idea

      • 554 5.1.1 – Mail sending blocked for the domain(s): [gmail.com]

        Here's your corrected text: Hello, I hope you are doing well. I was unable to send a message and received the following error: "554 5.1.1 – Mail sending blocked for the domain(s): [gmail.com]" I tried to send and deliver an email but got this error. I

      • You have reached the maximum limit of bank accounts that can be connected to Zoho Books through token.

        I can no longer connect to my bank account to download transactions into Zoho Books. I egt the error message: "You have reached the maximum limit of bank accounts that can be connected to Zoho Books through token. To connect more accounts, write to us

      • First Name in Mail

        While sending a mail/message to the user, I want only the first name to be displayed—for example: “Hi John” instead of the full name using "Hi ${Name_Field}"

      • Can you import projects into Zoho Projects yet?

        I see some very old posts asking about importing project records into Zoho Projects. But I can't find anything up to date about the topic. Has this functionality been added? Importing tasks is helpful. But we do have a project where importing projects

      • Add Reauthentication Option for Zoho Bug Tracker Integration in Zoho Desk

        Hello Zoho Desk Team, We hope you're doing well. We would like to request an enhancement to the Zoho Bug Tracker integration within Zoho Desk. Current Limitation: At the moment, there is no option to reauthenticate the Zoho Bug Tracker integration in

      • Newby Questions

        Q1. The top bar of Zoho Books has a "Search in Banking (/) " field. What is the proper use of this text box? - Searching for Amazon for example has no results but there are transactions. - Is the search case sensitive? - Are regular expressions allowed?

      • Transaction Rule Matching

        Q1. Is there a method to have the Transaction Rules applied across multiple Bank Accounts? Q2. To match "contains" text in Transaction Rules, is a wildcard or regular expression required? Is it case sensitive? Would searching for "issue" in the following

      • Introducing parent-child ticketing in Zoho Desk [Early access]

        Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

      • Three Zoho Billing Limitations Blocking Standard Subscription Operations

        After working through Zoho Billing support for over a year on these three issues without resolution, we wanted to flag them to the broader community. We are curious whether other businesses are running into the same walls. 1. Cannot Prepone (Move Earlier)

      • Automation #3 - Auto-sync email attachments to tickets

        This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Most of our customers use email

      • Can't add a sender adress from zoho campaigns

        hi, I need to change the sender address for a campaign.  When i try to add it i get a message to say 'duplicated email address found while adding your sender address'.  This is the first campaign i'm sending so I don't understand why this message is displayed? Thanks Jane 

      • Using a custom single line External ID form as merge fields in templates

        Hey everyone, We're looking to integrate a few external systems better with our Zoho CRM, and we had hoped to use external fields for this purpose. In this case, it would mean being able to use our own inoice system's invoice numbers are a direct id compatible

      • Introducing Workqueue: your all-in-one view to manage daily work

        Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

      • Zoho CRM - Feature Request - Analytics Components Group By Week Alternative Formats

        On the Zoho CRM Analytics Components, please consider adding an option to allow group by week format to be changed to other formats such as Week Commencing or Week Ending dates, rather than the current Week Number. This would provide improved usability

      • Dashboard target enhancements

        Often individuals in IT are creating dashboards for their sales team. The ability to create a single dashboard that can be used by multiple people is key. A components for a dashboard have the ability to filter by logged in user which is great. However

      • Zoho Campaigns - Feature Request - Re-Send Existing Email Action in Automations/Journeys

        Hi Zoho Campaigns and Zoho Marketing Automation teams, I would like to suggest a feature that would make building and managing complex automations significantly easier. The Feature Introduce a “Re-Send” or “Send Existing Email” action within Automations

      • Can I write a check in Zoho Books with no associated bill?

        This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

      • Next Page