Narrative 7 - The importance of data sharing

Narrative 7 - The importance of data sharing

Behind the scenes of a successful ticketing system - BTS Series

Narrative 7 - The importance of data sharing


Definition

Data sharing requires a commitment to preserving the integrity and dependability of shared data throughout its entire lifecycle. This means systems involved in data sharing must not only provide secure access but also ensure that the data maintains high quality, consistency, and utility for users who rely on it. 

One important aspect of this process is for data producers to document and label their datasets, including providing comprehensive descriptions and clear definitions to facilitate the discovery and understanding of the shared information.

It's also essential to enforce stringent access controls and permissions. This approach ensures that only those with proper authorization can access specific datasets, aligning with regulatory compliance requirements and reducing the risks of data breaches and misuse.
NotesOnly admins can set rules and permission levels for accessing data. 

Common pain points

Security and privacy

Sharing data is crucial for contemporary businesses, yet it poses various challenges. Among the most significant challenges is maintaining security, which requires well-thought-out policies, practical tools, effective training, and deliberate processes that are consistently implemented. 

Compliance and technical complexity

Another challenge is ensuring that data usage complies with relevant regulations and standards. Technical and structural issues in data management, such as handling multiple systems and dealing with legacy or proprietary solutions, also need to be addressed to support effective data sharing.

Data sharing mechanisms

Traditional

Legacy technologies like secure file transfer protocol (SFTP), email, and application programming interfaces (API) help organizations create custom solutions that work well both on-premises and in the cloud. However, these methods often incur high management and maintenance costs. They are also becoming increasingly difficult to secure and manage due to growing data volumes and changing requirements, which threatens to make data sharing more complicated, slower, and less efficient.

Modern

With many platforms available, adopting an open-source data sharing solution can offer valuable flexibility and freedom. Open-source solutions remove the limitations of vendor lock-in. This allows organizations to grow and adapt without being tied to a single provider. They also offer additional benefits, including community-driven integrations with popular open-source data processing frameworks, which facilitate collaboration and innovation. 

Types of sharing

Organizations often need to share different types of data across teams internally while making selected files or folders accessible to external entities. This involves one-on-one exchanges, distribution to multiple recipients, and various other forms of public and private sharing. Robust policies are necessary to manage sensitive data, such as personally identifiable information (PII).

Key aspects

  • Assigning different access levels (e.g., private, public read-only, public read/write) to agents based on their role, department, or team.
  • Creating data sharing rules that define how and with whom records can be shared across various modules (like Tickets or Contacts).
  • Supporting compliance and confidentiality requirements by tailoring permissions so that only certain users have access to sensitive data.

What are the data sharing rules in Zoho Desk?

The data sharing rules empower you to set user access rights across different modules in your help desk, providing several key advantages for your organization:

Enhanced security

These rules help limit access to sensitive information so only authorized users can view or modify specific data within a module.

Privacy compliance 

They assist organizations in adhering to privacy regulations (such as GDPR and HIPAA) by managing access to personal or confidential information.

Customization 

Organizations can personalize access rules to align with their distinct workflows and security needs, ensuring a tailored fit for their specific requirements.

Better collaboration 

Data sharing rules strike a balance between security and usability by allowing team members to access and collaborate on shared information while maintaining controlled access.

Takeaway

Overall, the data sharing features in Zoho Desk enable organizations to manage information access, foster team collaboration, and ensure robust data governance in their support operations.


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

 

Regards,


Kavya Rao

The Zoho Desk Team





        • Recent Topics

        • Collections Management: #2 Late Payment Automation

          "Sir, I'll process the payment by evening, please don't apply any late payment charges", the customer said while arranging papers on his desk. Sanjay stood there with a tired smile. He had already visited twice that week. Payment collection was one thing.

        • Create a table in the layout section of modules

          Dear Sirs, I would like to know whether is possible to create a table under new fields in layouts section of modules. In fact in this section there are single line, multi line, pick list, multi-select, date, formula etc. but I am unable to add a table

        • Nimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging

          Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integration

        • Power of Automation :: Automatic Task Status Handling for Users

          Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

        • Question - why no way to input a 'tool description' and 'tree of 'tools'

          Every business is different, with different business processes. To be truly useful Zoho MCP needs to have user editable tool descriptions (or ruleset) and a 'tool tree' so that the LLM is context aware when being used. For example, the tool description

        • Develop Zoho Meeting as a Full Native Application (Not a Browser Wrapper)

          Hello Zoho Meeting Team, Hope you are doing well. We would like to suggest an important improvement regarding the Zoho Meeting desktop application. At the moment, the Zoho Meeting app feels more like a mini browser window or an iframe that loads the web

        • Can I create a custom function for chart of accounts?

          I'm trying to add a custom function that should run whenever a record in the Chart of Accounts module is edited, but on the form for creating a new function, the module dropdown does not include the chart of accounts as an option.

        • billing

          hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty Pearl

        • 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

        • Unable to confirm Super Admin assignment — confirmation button not working

          I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, when

        • Automation#36: Auto-create time-entry after performing the Blueprint transition

          Hello Everyone, This week’s edition focuses on configuring a custom function within Zoho Desk to streamline time tracking within the Blueprint. In this case, we create a custom field, and request the agent to enter the spending time within the single

        • Feature Request: Reviews

          Any chance we could get a "Reviews" element to put on sites? It should be extremely simple to do. Basically just take the comments box and add an option for a star rating. At the very least, it would be nice to have more customization options for the comment box so the text could be changed from "Comments" to "Reviews". I've looked at a bunch of embeddable review widgets but nothing meets my needs so this would be a great feature to have added to the site builder.

        • Can we handle a support like (incident management) project in Zoho Projects?

          Hi, I have a new profile of a project whereby we provide "ticket" base support to a client. They have a request and ideally we would handle comms via a email exchange logged in Zoho. Today we use Zoho Projects for all out projects, which means that we

        • Trying to show the actual Terms & Conditions on PDF

          Hi, On Zoho forms I am trying to have the actual terms and conditions that the user needs to accept also show on the pdf that they receive after. Right now it only says "Agreed". Please help.

        • Installing EMAIL Setup in New Domain

          Respected Support team, I'm facing an issue with cloudflare in Pakistan, I want to setup Zoho Mail Setup but I Don't know how to enable Zoho mail setup without cloudflare. My Website https://stumbleguyzzapk.com/, https://fakservices.com/ is using CF,

        • Enhancements to Zoho Meeting Annotator

          Hello Zoho Meeting Team, Hope you are doing well. We would like to share a few improvement suggestions regarding the Zoho Meeting Annotator used during screen sharing. While the current version provides helpful annotation tools, there are several limitations

        • Zoho Social/Marketing Plus - Addition to "Monitor" function

          It would be very helpful if the Monitor function would allow us to add a column to monitor hashtags in addition to pages and mentions. This is a common and very valuable function in other social listening tools.

        • Zoho forms - > Zoho desk multiple agents

          Hi! I would like to use a standard form to be used when we hiring people, so we looked at zoho forms for that. Now we would like to get that info in to Zoho desk and their different users shall take care of this ticket simultaneous . So, what would be

        • Almacenamiento

          Hola, Quisiera saber como podría hacer para bajar el almacenamiento de 5gb a mis usuarios, en otras palabras los quiero ir limitando de la cuota real, y luego ir agregando poco a poco la cantidad hasta llegar a los 5gb que me dan en el plan free. 

        • Zoho Invoice Now Supports VeriFactu for Businesses in Spain

          Starting from January 1, 2026, Spain requires real-time invoice reporting for all B2B transactions. From July 2026, this requirement will extend to B2C transactions as well. All reporting must be carried out through the VeriFactu to AEAT (Agencia Estatal

        • Will I Get a Refund If I Downgrade Zoho Mail?

          Hello, We upgraded an email account for our new employee. However, the employee left after one month, and now I've reduced the number of Zoho Mail users from 7 to 6. Can we get a refund for the remaining portion of our annual payment?

        • Infinite loop of account verification

          Hi I can't do anything on my zoho account.  I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying. 

        • Zoho Billing Now Supports VeriFactu for Businesses in Spain

          Starting from January 1, 2026, Spain requires real-time invoice reporting for all B2B transactions. From July 2026, this requirement will extend to B2C transactions as well. All reporting must be carried out through the VeriFactu to AEAT (Agencia Estatal

        • Introducing the revamped What's New page

          Hello everyone! We're happy to announce that Zoho Campaigns' What's New page has undergone a complete revamp. We've bid the old page adieu after a long time and have introduced a new, sleeker-looking page. Without further ado, let's dive into the main

        • Zoho Books - France

          L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité

        • Name autocomplete

          Hi, During searching emails the web tool does not always propose the auto-completion of the saved emails. As a result I either have to go to contacts and look up the exact email, or the exact full name including the middle name and any dots, which is very annoying. For example I have a contact that I emailed in the past that has "First M. Last" <email@email.com> type of contact. When I start typing 'First' the email may or may not pop up in the autocomplete menu. Then if I start typing "first last"

        • How do i follow up my email campaign in-thread

          Is there a way to follow up the email campaign so that it is in-thread using zoho campaigns? eg customer gets original email with subject line "hello" then 5 days later follow up would be with subject line "RE: hello".

        • Announcing new features in Trident for Mac (1.29.0)

          Hello everyone! Trident for macOS (v1.29.0) is here with new features and enhancements to enhance your business communication. Let's take a quick look at them. Access shared mailboxes. You can now view and access shared mailboxes in Trident, which are

        • Books is extremely slow again today !

          Everything is running slowly even with 500mb connection speed

        • Cyclic dependencies in many-to-many relationships...

          I have an application which includes a form for companies, and a form for contacts. Each company can be assigned 1 technical and 1 administrative contact. I have this working okay so far, but I want to copy the scripts used so far to a new empty application. When I import the scripts it fails with a message that says: Problem encountered while creating the application Error in resolving form dependency:Cyclic dependency among the forms:[Company, Contact] What can I do to resolve this? After all,

        • Zoho API to create ticket

          I'm developing an integration to create tickets via API, but, locally it works (send and recieve requests). In production it also works sending requests, but, my file don't recieve any response data. My URL is available in Zoho API Console and I have

        • Automate Timesheet Approvals with Multi-level Approval Rules

          Introducing Approval Rules for Timesheets in Zoho Projects. With this automation, teams can manage how timesheets are reviewed and approved by setting up rules with criteria and assigning approvers to handle submissions. Timesheet, when associated to

        • Labels Part 2

           Hey Zoho Mail Team, On the labels window on the left-hand pane, alphabetize label name display, rather than displaying in order created.  This one should be easy. Thanks, Drew

        • Building Toppings #1 - Serving your needs with Bigin Toppings

          Hey Biginners! We're excited to kick off our Developer Community series on building toppings for Bigin, and our goal is to provide an accessible, beginner-friendly, and relevant path for every developer. Imagine creating tiny pieces of software that unlock

        • Can we create Sprint with tasks from Multiple projects?

          Hi Team, We were using Zoho Sprints for quite sometime. Currently we have started the process of Sprint method. We couldnt create the active sprint board with the tasks from multiple projects. I would like to know whether this is possible or Any timeline

        • Tip of the Week #74– Create automated workflows in MS Power Automate

          Zoho TeamInbox now connects directly with Microsoft Power Automate, letting you streamline everyday routines tasks such as from sending emails to managing threads, with automated workflows. About the integration Zoho TeamInbox integrates with Microsoft

        • Account validation

          Hello everyone, I registered my account on ZeptoMail to use the system, but the problem is that the verification period on Zepto's end has already passed and I have limited functionality.

        • Paste issues in ZOHO crm notes

          Hi, since a week or so I have issues with the paste function in ZOHO CRM. I use "notes" to copy paste texts from Outlook emails and since a week or so, the pasting doesnt function as it should: some text just disappears and it gives a lot of empty lines/enters.....

        • Is it possible to add a gradient color to a newsletter im designing?

          From where i sit it looks like you can only choose a single color but not combine 2 colors?

        • New Feature: Audit Log in Zoho Bookings

          Greetings from the Zoho Bookings team! We’re excited to introduce Audit Log, a new feature designed to help you track all key actions related to your appointments. With Audit Log, you can maintain transparency, strengthen security, and ensure accountability.

        • Next Page