FAQs Zoho Desk For Administrators User Access and Security

            Managing User Profiles

            In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are assigned to them.

            Zoho Desk provides you with 6 default profiles:
            • Support Administrator: This profile has access to all the features.
            • Agent: This profile has limited access to the features.
            • Light Agents: This profile has very limited set of permissions (i.e., read-only). 
            • Newbie Agent: This profile has limited access that is required for a newbie agent.
            • Supervisor: This profile has limited access that is required for supervisory users.
            • Support Manager: This profile has limited access that is required for managerial users.

            Key Features
            Profile controls the following functions:
            • Module permissions
            • Ticket permissions
            • Administrative permissions
            • Multi-department permissions
            Module Permissions
            • Tab visibility
            • View Records
            • Create Records
            • Update Records
            • Delete Records
            Ticket Permissions
            • Send Email
            • Change Ownership
            • Handle Unassigned
            • Close Tickets
            • Review Emails
            • Find and Merge
            • Add Followers
            Administrative Permissions
            • Comment Permissions
            • Manage Agents and Groups
            • Agent Permissions
            • Rebranding
            • Configure Ticket Statuses
            • Tabs and Fields
            • Helpdesk Automation
            • Manage Departments
            • Customer Happiness Ratings
            • Email and Ticket Templates
            • Administrator Dashboard
            • Page and Search Layouts
            • Manage End Users
            • Configure Support Channels
            • Import Records
            • Export Records
            Multi-department Permissions
            • Manage Global Reports
            • Access Records across Departments
            • Move Tickets
                        



            Creating Profile
            While creating a profile, first you have to associate the existing profile to the new profile and later you can change the modules and ticket-level access control.
            To create a profile:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Profiles.
            4. In the Profiles page, click the Add icon ( ) in the upper right corner.
            5. In the New Profile page, do the following:
              • Enter the Profile Name.
              • Select an existing profile from the Clone Profile drop-down list.
                The new profile will be cloned. Later you can modify the access control for the new profile.
              • Enter the Profile Description.
            6. Click Save.
              Once you have cloned the profile, you can make the changes to the various permissions.

            Controlling Different Permissions
            After creating a profile, you must control the access to the modules (Accounts, Contacts, Reports & Dashboards, Tasks, Tickets, Help Center, Contracts, Products, Time Entry, Community, Social and Chat), tickets, help desk administration, and multi-department permissions for the profile. Users with Support Administrator privileges can manage these permissions.
            To control permissions:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Profiles.
            4. In the Profiles page, select the profile that you want to modify.
            5. In the Profile Information page, specify the access permissions for the following:
              • Module Permissions
              • Ticket Permissions
              • Administrative Permissions
              • Multi-department Permissions



            6. Your settings will be saved.

            Associating Users with Profile
            You can associate the profile with the users so that they can access help desk modules and tickets that are assigned to them. Users with Support Administrator privileges can associate a profile with users.
            To associate users with a profile:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Agents under Organization.
            3. In the Agents List page, click the <Agent Name>.
            4. On the Agent Details page, click the Edit icon ( ) in the left panel.
            5. In the Edit Agent Information page and under Roles and Permissions, select the Profile from the pick list.
            6. Click Save.

            Deleting Profiles
            You may delete some of the unwanted profiles after assigning the users to the other profiles. Before deleting a particular profile, users associated with that profile must be transferred to other existing profiles. You can delete all the profiles except "Support Administrator" and "Agent" profiles.
            To delete a profile:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Permissions under Organization.
            3. Under Permissions menu, click Profiles.
            4. In the Profiles page, click the Delete icon ( ) for the specific profile.
            5. In the Delete Profile page, transfer the existing users to the new profile.
            6. Click Transfer & Delete.
              The profile will be permanently deleted.

            Note:
            • By default, the users that you import will have the following: Role - Manager and Profile - Agent. After importing, you can change the roles and profiles from the Agents page.
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