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

    • Integrating Zoho CRM EmbeddedApp SDK with Next.js — Initialization and Data Fetching Issues

      You can get an idea from my code I have given in end: First, I worked on a React project and tried the same thing — it worked. My goal was to import the Zoho script and then load contacts using the Zoho Widget SDK, which was successful in React. Now,

    • monetizing the courses

      Can I add a price for course enrollment ?

    • Can we add zoho books features like invoices estemates etc on our zohocommerce website. When our customer login with their account they can able to see all books features in one place on zohocommerce?

      Can we add zoho books features like invoices estemates etc on our zohocommerce website. When our customer login with their account they can able to see all books features in one place on zohocommerce?

    • Copy paste from word document deletes random spaces

      Hello Dear Zoho Team, When copying from a word document into Notebook, often I face a problem of the program deleting random spaces between words, the document become terribly faulty, eventhough it is perfect in its original source document (and without

    • Taxes for EU B2B Transactions

      Currently, ZC doesn't seem to have a procedure for validating VAT numbers of businesses purchasing in another EU state, and removing local VAT is valid. This is essential for all inter EU B2B trade.

    • Unable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed

      Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-server

    • CRM Related list table in Zoho analytics

      In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

    • Candidate Registration/Invitation

      It would be great to include the 'invite' candidate functionality into some of the automation functions - ether through a custom function trigger or webhook or accessible through an email template.  Currently there is no way to add this functionality into any workflows or blueprint steps which, I find limits the ability to invite candidates to engage with us directly through our candidate portal. 

    • [Free Webinar] Learning Table Series - Creator for Infrastructure Management | A Partner-driven collaborative session

      Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,

    • Where we can change the icon in social preview

      Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

    • I have error AS101 when I try to add paypal@mydomain.com to Zoho

      Please help me with this. I tried to call the help line 4 times but don't get any response.

    • VAT on Multiple Expenses

      Firstly, might I say I am based in Ireland, and I'm not an accountant, and therefore my understanding of procedures could be somewhat limited. Scenario. An employee pays for items throughout a month, and therefore their claim for expenses includes multiple items - some of the items are VAT deductible (eg, an IT product) and some are not (eg, a client lunch). Discovery The odd thing in ZBooks, is that whilst it seems possible to add a VAT rate to a one-off item of expense, it is not possible to add

    • Agent assignment filter?

      Godo day, We are starting to play with FSM to see if it's going to work for our needs. Now so far we have found that it's very restrcitve in the field department you you have layout rules or can't even hide fields depending on the users roles. We can't

    • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

      Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

    • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

      so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

    • Kiosk Page Refresh

      We have a Kiosk running from a button in contacts to update values and also add related lists, which works great, but when the kiosk is finished the page does not refresh to show the changes. Is there a way to force the contact to refresh/update when

    • Tips & tricks: Make SalesIQ automations work for you

      Every day, thousands of visitors land on your website. Some browse, some buy, and some leave without a word. But, wouldn’t it be great if you could automatically know who’s interested, engage them at the right moment, and never miss a lead, and all this

    • Add Custom Reports To Dashboard or Home Tab

      Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

    • Digest Octobre - Un résumé de ce qui s'est passé le mois dernier sur Community

      Chers utilisateurs, Faisons le point sur les temps forts du mois d'octobre au sein de notre Community Zoho France. Partager des informations sensibles, comme des mots de passe, peut vite devenir compliqué et risqué. Les données circulent par email ou

    • How do I fully delete a user account

      Hi, I have two old accounts on my CRM which are inactive and show as 'Closed' in the list of users. BUT they are basically still there. How do I fully delete these accounts? They appear in some parts of CRM still such as the on the contact record emails

    • Automatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar

      Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho Calendar

    • Credit Management: #6 Tackling Common Mistakes in Credit Based Billing

      Businesses extend credit to build relationships, make buying easy, and drive more sales. But somewhere between extending and collecting, things begin to slip. A few late payments here and there, an overlooked invoice, and a backlog make cash flow feel

    • Tasks Statuses

      Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closes

    • Updating Blueprint stage from my Deluge function

      Hi all, I need to update the blueprint stage. Its almost working, but ONLY if the current Deal stage is 'Closed Lost'. On any of my custom stages that Ive specified in the pipeline it doesnt work! My code: dealmap = Map(); deal_stage = deal.get("Stage");

    • Canvas: is it possible to have a fixed header?

      Hello. Does Canvas provide the option to have a fixed header, similar to the standard view? It would also be interesting for other parts of the interface, like the header or sidebar of the tab section. Thanks!

    • Limited layout rules in a module

      There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are

    • dealing with post dated cheques

      Hi, can you help me please the best way to deal with this We sell an item of three months duration that is paid for with post dated cheques in monthly stages example - item is sold £3000 Cheque 1 is for £1000 due at time of sale (say Sept) cheque 2 is dated 25th of next month (Oct) cheque 3 is dated 25th of next month +1 (Nov) Now, with invoice number one it's simple - i send a standard invoice as usual But with the other two here's what i want zoho to do next month i want it to send an invoice on

    • Using Contains as a filter

      We are using Zoho Reports, ServiceDesk Plus analytics. I do not see how to create a report filter using Contains comparison of a string values, is one string contained in another. For example, Task Title contains the word Monitor. Is this possible in Zoho Reports?  This reporting feature is available in SDP reporting. Thanks in advance, Craig Rice

    • Mass import of documents into Zoho Writer

      I'm using Google's word processor at the moment but feel that Zoho does a better job (on the online apps market). Iwant to move my documents (about 50-70) to Zoho but it seems to me that I have to import them seperately. Is it already possible to upload several documents at a time or is this a forthcoming feature? Cheers Rolli :?:

    • Error 400 Booking

      Added a custom domain to Booking. Am Getting a SSL Error that has some other domain on the SSL and giving a 400 error. Followed instructions and it stated it verified our domain.. However it is not working. Please Help!

    • Set off Unearned Revenue

      Hi, I would like to get a clarification on the below. I have an opening balance of BD.725/- in my Unearned Revenue A/c which includes the overpayments of 6 clients. No One of my clients settled his invoices by paying the value of the invoice less the

    • How Zoho Desk contributes to the art of savings

      Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

    • Add Webhook Response Module to Zoho Flow

      Hi Zoho Flow Team, We’d like to request a Webhook Response capability for Zoho Flow that can return a dynamic, computed reply to the original webhook caller after / during the flow runs. What exists today Zoho Flow’s webhook trigger can send custom acknowledgements

    • What is the difference between the free plan and the mail lite plan?

      What is the difference between the free plan and the mail lite plan? How many emails can I send per day?

    • Unblock email

      Hi The outgoing mail from a client of me is blocked. I already made tickets and tickets are send to the EU desk but nobody is responding. The problem is already 4 days! There is absolutely no help from the support. I am really not satisfied at all! Can

    • When moments in customer support get "spooky"

      It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoy

    • How can I delete duplicate transactions?

      I want to delete the duplicates not simply exclude them. I have duplicates, because I had automatic bank feeds turned on (had to make sure this critical functionality was working before migrating to Zoho). Now when I import my csv's exported from Wave,

    • Zoho Migration Assistant not working

      Hello, I am trying to use you Migration assistant to migrate emails from Rediff to Zoho. I am stuck in the first step. After downloading the migration tool, I copied the link to verify user credentials, however, after pasting the link in the browser,

    • Python - code studio

      Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

    • Multiple email addresses

      Multiple email addresses: I understand there is the ability to add an additional email field to a contact, but the functionality here needs to be drastically revised. Currently, this second email address does not log under the contact email history, nor is it available as a send address when using the Send Mail button within CRM. We recently migrated from GoldMine. I hate GoldMine, but there is one thing they did well: Email. I suggest copying them. Change the email field to an editable picklist,

    • Next Page