Tip #3: Establecer permisos en Zoho Desk

Tip #3: Establecer permisos en Zoho Desk

Tips and Tricks para Zoho Desk #3, por Lorenza Pasca

¡Hola, comunidad!

¡Bienvenidos a este nuevo capítulo de Tips and Tricks de Zoho Desk! Una serie para compartir consejos y buenas prácticas sobre las aplicaciones de Zoho. 

Si queremos mejorar el servicio de atención al cliente, una de las claves para su optimización es la de establecer diferentes permisos para atender a tus clientes. En el hilo de hoy vamos a hablar de cómo puedes organizar a tu equipo de servicio al cliente cuando empiezas a utilizar Zoho Desk. 

¿Cómo establecemos permisos para nuestros usuarios?
Antes de empezar, es importante tener en cuenta cuáles van a ser las personas que quieres incluir en el proyecto de atención al cliente y cuáles van a ser sus roles y responsabilidades. ¿Quiénes van a ser las personas dedicadas a la atención al cliente? ¿Quién va a coordinar su trabajo? Una vez tengas esto claro, puedes empezar a configurar la aplicación.

¡Vamos al lío! En Zoho Desk hay varios niveles que intervienen en la estructuración de permisos: 
  • Roles de usuarios: Los roles reflejan la estructura de tu organización. Las opciones ya establecidas incluyen roles como CEO, manager y empleado. Según el rol que tenga cada persona, tendrá acceso a cierto tipo de información y tendrá diferentes permisos para ejecutar cambios. 
Por ejemplo, el CEO de tu empresa tendrá acceso a toda la información de la empresa, incluyendo acceso a la base de datos de tus clientes, las actividades de los agentes y el seguimiento de los tickets. En cambio, un manager no podrá editar la información de sus subordinados si no tienen marcados los permisos de lectura y edición. El manager tampoco podrá acceder a los datos de sus pares a menos que no le otorguen permiso. Los usuarios en un nivel más alto de la jerarquía tendrán siempre acceso a la información de los niveles más bajos. En caso de necesitar más información, puedes agregar más roles y asignárselos a cada usuario fácilmente accediendo a Ajustes--> Agentes--> Usuarios y controles.
  • Perfiles de usuarios diferentes: Los perfiles preestablecidos son los de administrador, agente y agente ligero. Vamos a ver a qué se refiere cada uno.


Con el perfil de administrador de asistencia, el usuario tendrá acceso a todos los datos sin considerar el rol. Sin embargo, los perfiles de agente y agente ligero tendrán permisos limitados o muy limitados.

Algunas de las funcionalidades que se pueden restringir incluyen:
  • Permisos de módulos: sirven para ver y crear registros, modificar registros y borrar. 
  • Permisos de ticket: nos ayudan a enviar un email, cambiar el propietario, cerrar un ticket, buscar y unificar duplicados y añadir seguidores.
  • Permisos administrativos: se usan para gestionar los equipos y permisos, crear automatizaciones, mejorar la satisfacción de los clientes, personalizar las plantillas de los tickets e importar y exportar los registros;
  • Permisos multi-departamentales: incluyen informes mensuales, mover y compartir tickets, y el acceso a base de datos interdepartamentales. 
Puedes encontrar más información sobre la administración de perfiles en este enlace.

¿Te ha parecido útil este tip? Si quieres saber más sobre Zoho Desk no dudes en escribirlo en los comentarios.

Si quieres saber más sobre Zoho Desk sigue nuestra serie de Tips and Tricks. Si lo deseas, puedes seguir nuestra comunidad en español para no perderte ninguna publicación. 

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