FAQs Zoho Desk For Administrators User Access and Security

            Managing User Groups

            You can create different types of groups (set of agents) to access a set of common records. Users associated with a particular group can access the records shared to a particular group and perform the necessary operations on the records.

            Key Features
            • Group contains Agents, Roles, Roles & Subordinates, and Subgroups.
            • Specify the groups (the users or user roles) that can access custom list views, scheduled reports and folders of Reports, Dashboards and Email Templates.
            • Agents, roles, roles & subordinates can represent multiple groups.

            Group Members
            A group typically comprises agents, roles, subordinates and subgroups. You can create and manage groups with the following combinations:
            • Agents: This group comprises only of agents.
            • Roles: This group comprises agents who are associated with roles.
            • Roles and Subordinates: This group comprises agents who are associated with specific roles and subordinate roles.
            • Subgroups: This group comprises agents who are already a part of specific groups.

            Creating Groups
            You can create different types of user groups and share the records among groups.
            To create groups:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Groups.
            4. In the Groups page, click the Add icon ( ) in the upper right corner.
            5. In the New Group page, do the following:
              • In the Group Details section, specify the Group Name and Description for the group.
              • In the Group Source  section, select the group members. You can select agents, roles, roles and subordinates, and different groups as members of the new group.



            6. Click Save.

            Assigning Users to Group
            After creating a new group, you can associate members with the group. As mentioned above, group members can be agents, roles, roles & subordinates or other groups.
            To associate users with a group:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Groups.
            4. In the Groups page, select the group to which you want to assign users.
            5. In the Group Details page, click Edit.
            6. Under Group Sources, select the users.
              You can select agents, roles, roles and subordinates, and different groups as members of the new group.
            7. Click Save.

            Editing Groups
            After creating groups, you can update the group name and group members as your requirements grow.
            To edit groups:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Groups.
            4. In the Groups List page, click on Edit.
            5. In the Edit Group page, do the following:
            6. In the Group Details section, specify the group name and comments for the group in Group Name and Description fields respectively.
            7. In the Group Source section, select the group members. 
              You can change the agents, roles, roles & subordinates, and different groups as members of the new group.
            8. Click Save.

            Deleting Groups
            Periodically you may consider cleaning up the unwanted groups using the delete function.
            To delete groups:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Groups.
            4. In the Groups page, the list of group names will be available.
            5. Hover your mouse pointer and click the Delete icon ( ) to remove a group from this list.
            6. Click Ok to confirm.

            Sharing Records with Groups
            The access rights or permissions to the reports, dashboards, list views and email templates can be extended to users by grouping a set of users and sharing it with them. For example, you can create a bunch of reports or email templates in Zoho Desk and share the folder with a group that comprises of agents, roles, subordinates and subgroups. These access rights can be provided from the respective modules like Reports, Dashboards, Templates, and while creating a custom view.
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