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

      • Zoho Desk - Cannot Invite or Register New User

        Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to process

      • Custom domain issue

        I recently changed records for my support area custom domain for a few months, I then wanted to come back to Zoho, but now I can't connect it and I can't login as it's having an SSL issue. I cannot get a good response from support, as I've been notified

      • How do you generate personalized certificates and save them in dynamic folders using Writer's mail merge?

        Zoho Writer's mail merge feature can help you enhance the certificate management process. It's a great way to save time and effort! Merge certificates and maintain a well-organised repository with personalised certificates stored in separate folders for

      • Zoho Editor

        Zoho PDf Editor is not working I am clicking on EDIT PDf then it again bringing me back to the same page. again and again.

      • The present is a "present"

        The conversation around mental health has been gaining attention in recent years. Even with this awareness, we often feel stuck; the relentless pace of modern life makes us too busy to pause, reflect, and recharge. In the world of customer support, this

      • Market cap

        Market cap formula?? Kaise nikale

      • Need Help to setup plugs along with codeless bot buidler. To send sms OTPs to users via Zoho Voice and to verify it

        Need Help to setup plugs along with codeless bot buidler. To send sms OTPs to users via Zoho Voice and to verify it. I get leads from our website and we need to make sure those are not junk. So we are using proactive chat bot and we need mobile OTPs to

      • Direct Integration Between Zoho Cliq Meetings and Google Calendar

        Dear Zoho Team, We’d like to submit the following feature request based on our current use case and the challenges we’re facing: 🎯 Feature Request: Enable meetings scheduled in Zoho Cliq to be automatically added to the host's Google Calendar, not just

      • Zoho sheet

        Unable to share zoho sheet with anyone on internet with editer option only view option is show

      • Mail and OS

        Jai Hind! Zoho is doing good by creating good software (made in india) on par with other tech giants. 🥰 Suggestion: 1. Whenever we sign up on zoho mail its asking for other mail id. It shouldn't be like that. You should ask general details of a user

      • Personal account created under org account

        Hi there, I am Jayesh. We are using ME Central, and we have an account by the email ID soc@kissht.com.. Now I have created a personal account., jayesh.auti@zohomail.in, accidentally. Can you help me to remove this jayesh.auti@zohomail.in from my organization

      • Add another account

        How to add another mail account to my zoho mail.

      • Recover deleted user

        Hi by mistake i have deleted an added user and his email associated. Please help me recover it thank you.

      • No connection to the server

        Hello! I can't add a new email address to my mailbox because your server is rejecting me. Please help. I took and added a screenshot of this problem Marek Olbrys

      • Emails missing from desktop but visible on phone

        Subject says it all. Windows 11 laptop. Apple phone. all systems up to date.

      • Website Hosting

        Hello, I want to host my domain on Hostinger, and I want my emails to run through Zoho Mail. Please provide me with the SPF record, MX record (Type: TXT), and A record, so that I don’t face any issues with my emails. My website is on Hostinger hosting,

      • Can not search zoho mail after update V.1.7.0

        i can not search mail on to and cc box from attached picture and then search contacts box can't click or use anything. include replay mail too.

      • How to retreive the "To be received" value of an Item displayed in Zoho inventory.

        Hi everyone, We have our own Deluge code to generate a PO according to taget quantity and box quantity, pretty usefull and powerful! However, we want to reduce our quantity to order according to "To be received" variable. Seems like this might not even

      • Kaizen #211 - Answering your Questions | Using Canvas and Widgets to Tailor CRM for Mobile

        Howdy, tech wizards! We are back with the final post in addressing the queries you shared for our 200th milestone. This week, we are focusing on a couple of queries on Zoho CRM mobile configurations and custom payment gateway integration. 1. Mobile SDK

      • Remove "Invalid entries found. Rectify and submit again" modal

        Following up on a post from a few years back, but can the Zoho team consider either removing the 'Invalid entries found. Rectify and submit again' modal that displays for empty mandatory fields OR allow an admin to change it? I've built a custom error

      • No Functional Autosave or Manual Save Button

        Application : Zoho Notebook So I wanted to try Zoho Notebook(On Ubuntu) as an application, I installed the application and went solving my LeetCode problems visually(Drawing mode), at one point the app just stopped saving anything... Every time I tried

      • Cadence reports as front-end reports

        Hello everyone, We have built a cadence which is connected to the Leads module. There are 11 steps in total, 7 are automatic emails and 4 are tasks for the Lead owners. As admins, we have access to this (very nicely made) 'View Reports' tab where we can

      • Show elapsed time on the thank-you page?

        Is it possible to display the total time a user spent filling out a Zoho Form on the thank-you? I’d like to show the difference between the `form submission timestamp` and the `start time` (currently have a hidden Date-Time field set to autofill the date

      • Email Integration - Zoho CRM - OAuth and IMAP

        Hello, We are attempting to integrate our Microsoft 365 email with Zoho CRM. We are using the documentation at Email Configuration for IMAP and POP3 (zoho.com) We use Microsoft 365 and per their recommendations (and requirements) for secure email we have

      • I need to do crud with snippet html

        I need to implement a form with an improved user interface. I would like to use snippets to build a CRUD that allows me to create and update records. How could I achieve this using snippets?

      • Allow Stripe Credit Card and Stripe ACH payment methods to be enabled separately on an invoice.

        I need to be able to pick at the invoice level whether Stripe Credit Card and/or Stripe ACH payment methods are available. Currently, I'm not able to select from the two Stripe payment methods individually on an invoice. However, there are some larger

      • Resume Harvester: New Enhancements for Faster Sourcing

        We’re excited to share a set of enhancements to Resume Harvester that make sourcing faster and more flexible. These updates help you cut down on repetitive steps, manage auto searches more efficiently, and review candidate profiles with ease. Why we built

      • Incorrect “correct” password on email client apple mail

        I have troubleshot this account several times. I have deleted and re added account. It keeps saying incorrect password. Can you check that it is not locked on your end?

      • Is it possible to lock editing subform rows?

        Ideally editing would only be locked after the form has been updated but I still want them to be able to add new subform records at any time and they should be able to delete rows from the subform. It is a named subform if that's relevant however the

      • "Spreadsheet Mode" for Fast Bulk Edits

        One of the challenges with using Zoho Inventory is when bulk edits need to be done via the UI, and each value that needs to be changed is different. A very common use case here is price changes. Often, a price increase will need to be implemented, and

      • What is the maximum file size of a video upload in Zoho chat?

        Can I upload a 20 mb video file and share it with my colleagues? 

      • Update a field in ALL all calls under a contact

        HI guys! I have written some deluge code to update a field in my calls after i have comepleted the call, i need this field to update in all my scheduled calls as well that are comeing up. I just cant seem to get it to work, i have put teh code below,

      • Automatic Matching from Bank Statements / Feeds

        Is it possible to have transactions from a feed or bank statement automatically match when certain criteria are met? My use case, which is pretty broadly applicable, is e-commerce transactions for merchant services accounts (clearing accounts). In these

      • Verifying Zoho Mail Functionality After Switching DNS from Cloudflare to Hosting Provider

        I initially configured my domain's (https://roblaxmod.com/) email with Zoho Mail while using Cloudflare to manage my DNS records (MX, SPF, etc.). All services were working correctly. Recently, I have removed my site from Cloudflare and switched my domain's

      • Fat Download of Ulaa Browser

        I just observed that Ulaa Browser is offering an one-capsule big download. These days it is a custom to offer a small bootstrap downloader and based on user customization options an appropriate download completes. And this is particularly common with

      • Cancelled Transfer order problem

        Hello, We've canceled a transfer order, and we can't add the related items to a new Transfer Order. The system tells us that the bin doesn't have the required quantity, but when we check the item, it indicates that there are 2 units in the bin. It also

      • Billing Management: #8 Usage Billing in Logistics & Delivery Services

        The logistics and delivery industry thrives on movement and precision. Every delivery completed, every kilometre driven, and every ton transported is a measurable activity. However, billing often lags behind. Many logistics companies still rely on fixed-rate

      • Tags for New Tickets

        Hi there, When creating a new ticket, there is currently no way to choose a tag you would like to associate with the new ticket. Being able to associate a tag while creating a new ticket will be very beneficial as it will save time and flow well with

      • Zoho Desk: No Incoming email

        Is Zoho Desk services down? No incoming email reflect to desk tickets.

      • Zoho CRM - Widgets | Update #3 : Introducing SDK V1.5 along with new ZDK Methods and ZRC Support

        Hello everyone! Widgets in Zoho CRM just got a big upgrade! With the release of SDK v1.5, developers can now create more immersive widget experiences. This update elevates Widget development with new ZDK methods for easier interactivity and ZRC support

      • Next Page