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

    • Ebay Integration malfunction

      My eBay integration in Inventory has always worked well. It suddenly malfunctioned. It is creating its own parts in Inventory that are unavailable instead of selling the parts I've always sold. Tech help was unable to resolve this. The latest sale attempt

    • Introducing Bin Locations In Zoho Inventory

      Hello users, We are excited to let you know that your wait for the Bin Locations feature has now come to an end! Yes, you heard us right! We are here to introduce the much-awaited Bin Locations now in Zoho Inventory. But before we dive into the feature

    • how to get all the records in the custom View more than 200 records , Without using the page Concept

      how to get all the records in the custom View more than 200 records , Without giveing page as default in the Loop Concept Pls help how We can Achive this void schedule.Lead_Attempt_To_contact_schedule_10_30() { pages = {1,2}; for each pg in pages { query_map

    • The way that Users can view the ticket

      I have created users. What I would like to achieve is the following: All users under the same company account should be able to view each other’s tickets.

    • Zoho UAE SMS/WHATSAPP

      Hello everyone, so I have a question as regards DC and their impact on automation, integration and app usage. For example I am working with a UAE clientniw but each time I tried to connect their WhatsApp and sms then automate their process I tend to receive

    • Looking to Flag or Tag contacts/ accounts on Zoho Desk?

      I am looking for a way to flag certain accounts and make it obvious on the views pages. So for example if a has a certain package or needs extra attention it is clear before even clicking on the ticket. This could be via adding a tag or flag onto an account,

    • setting date-time field from string

      hello everyone, i hope someone could help me. i have a date-time field in a form that i want to fill in from two separate fields of date, and time. i need to combine the two fields to a one date-time field but can make it work. i tried to convert the

    • Calendars and CRM Contacts

      I'm finding having multiple calendars in Zoho One so confusing. I have a few questions so I can get this straight. We have a meeting room that we have set up as a resource in Calendar. Can this be set up in Bookings and the CRM Calendar? Using Zoho Calendar,

    • Announcing new features in Trident for Mac (v1.23.0)

      Hello everyone! Trident for macOS (v.1.23.0) is here with interesting features and thoughtful enhancements to elevate your workplace communication and productivity. Here's a quick look at what's new. Record your meetings. You can now record audio and

    • Applying a record template

      Hi all, I can't figure this out. I hope you can help. The scenario: We have learners who have to complete a 'digital' journal with tasks in order to qualify. Those tasks, once completed, need a final signature from their 'Mentor', which will trigger their

    • Quickbooks invoice with Zoho Creator

      Is it possible to push data from Zoho Creator directly to an invoice on QuickBooks? If so, where can I find information on how to do this?

    • Help: Capture full page URL in hidden field when same Zoho Form is embedded on multiple pages (iframe)

      Hi all, Goal Use one Zoho Form across multiple pages and record the exact page URL (incl. subdomain + path + hash) where the user submitted it. Example pages: https://www.example.com/cargo/ https://www.example.com/cargo/containers/#contact https://cargo.example.com/auto/

    • Automatically Populate fields - HELP!

      There have been many discussions on this but I still can't seem to get it to work for me. I am trying to create a lookup field and have other fields automatically populate. Based on the instructions in the Help Center, I should be using the "on user input". It's just not working, here is the layout...   Both forms are in the same application. Current form is called Add Note, form to fetch records from is called Add Client. Lookup field is called Select_Client_ID related field in fetch form is called

    • Push notifications to portal users

      Hi all, it is possible to send push notifications to portal users?

    • Rename the attachment from record template pdf in the sendmail deluge script

      Hello Zoho, I urgently need a feature to rename record templates that I send via the sendmail feature. The program I created sends emails to clients with an invoices that have been created in the invoice database. If the user selects 3 invoice numbers,

    • Alt Text On Multiple Images

      I'm using Zoho Social to post to a charity website. Often the posts have multiple images, but it seems there is only one field for Alt Text. Does that mean I can only include it for the first image? Or is there a way to add alt text for all the imag

    • [SOLVED] Getting 401 when trying to download ticket attachment via API

      I'm able to use the API just fine to access ticket content. But I cannot download ticket attachment, keep getting 401 Client Error. Example: https://desk.zoho.com.au/api/v1/tickets/{ticket_id}/attachments/{attachment_id}/content?orgId={org_id} For headers,

    • Zoho project – Workdrive integration.

      Hello everyone, I was wondering something, we did the Zoho projects integration with Zoho Workdrive but nowhere during this integration we could set the location of the folders that would be automatically created in Workdrive. As I understand it, it creates

    • Scriptを埋め込みたくてOn User Inputを探しているのですが・・・

      編集モードで、Scriptを埋め込みたい項目を選択し、「項目のプロパティ」パネルで、その下のほうに「フィールドアクション（Field Actions）」という見出しがあると聞いたのですが、そもそも、それが見つかりません。そのために、On User Inputなどのイベントが選べません。 画面の英語を日本語に訳しているためにわけわからん状態になっているのかも知れませんが、わかる方、いらっしゃいますか？

    • Problem with cloud query exceeded

      When making a call I get this error, It is associated with a function in node that calls external APIs This is the code //tokenConsultar = thisapp.ObtenerToken(); //input.token = tokenConsultar.get("output").toMap().get("token");

    • Showing Total of Funnel Chart Legend (With Values) Items

      Hi, We are using the funnel type chart for displaying our zCRM sales pipeline stages and associated sum of deals in each stage.  We have configured the legend to show the associated value (Deal Amount (Sum)) for each stage adjacent to the legend items (Stages). Is there a way to display the total of the values in the same chart?  For example, at the bottom of the legend or maybe as a #merge placeholder in the legend title?

    • How to Convert VCF Contacts to CSV using Excel

      Many users switch from traditional address books to digital formats like vCard and CSV. These formats allow users to easily manage their contacts. However, a difficulty comes when you need to transfer your contact information to another application or

    • Field authorization for Linking module in Zoho CRM portal

      Hi guys! Currently building a customer portal for one of my clients, and I ran into a bit of a roadblock while using a multi-select lookup field. The issue is that there is no way to hide or define access in the linking module created by this multi-select

    • Kaizen #63 - Layout Rules in Zoho CRM

      Hello and welcome to another week of Kaizen! This week, we will be discussing Layout Rules in Zoho CRM. If you need to modify the layout of a module based on user inputs, or to show or hide sections based on the value of a specific field, we have got

    • Zoho CRM Portals - allow access per account

      Hello all, I am trying to set up a portal for our customer but I seem to be hitting an obstacle and I am not sure if it is my problem or a limitation in the software. So basically the way I understand the portal Contact Email > Each Record or Related

    • Android - Writer não acentua em Português com teclado bluetooth

      Gosto muito do Zoho, tanto o Note quando o Writer. Infelizmente, o Writer sofre de um problema sério: ao usar um teclado bluetooth, forma mais cômoda de lidar com um processador de texto, os acentos (todos!) da Língua Portuguesa não são aceitos. Todos

    • Set File Upload fields as mandatory

      Currently the CRM for some reason lacks the ability to set a file upload field as mandatory So we have an issue We have a requirement that before a Deal stage is set as Deal is Won the member needs to upload a file Now for some weird reason in Zoho I

    • Editing HTML in Zoho CRM Email Template

      I am trying to create a template within the CRM email option, but need to be able to use custom HTML. There does not seem to be a way to do so.

    • Ability to CC on a mass email

      Ability to CC someone on a mass email.

    • How to make attachments mandatory

      I want the user to be unable to mark an opportunity as Closed – Won if it doesn’t have any attachments. I’ve already tried client scripts and functions, but nothing worked.

    • SLA Ticket Report

      From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability

    • Zoho Backstage - PCI Compliance / Web Security

      I have a couple of questions related to Backstage and payment processing.... 1. my purchasing division is not giving approval to use Backstage yet because of some security issues. In order for us to take payments via a payment gateway like Authorize.net

    • Zoho Tables August 2025 Update: Faster and Smoother

      We’ve been working behind the scenes to make Zoho Tables faster, lighter, and more reliable. Here are the highlights: Faster Response Times Optimised the way responses are generated. Reduced memory consumption by 20–25%, leading to smoother performance

    • Video Upload from app says "unsupported aspect ratio" but is verified to be correct.

      I and my social media person are experiencing a problem where Social will not accept video uploads to Instagram. The error we receive is "unsupported aspect ratio" but looking directly at the file in question we see that the width and ratio both match

    • Disposable Email Addresses

      Dear zMail Team, Can you also bring out a few disposable email addresses for each accounts? That way occasional registrations and imminent spam from them can be largely solved right? ---- Deepak Vasudevan http://thamizhththendral.blogspot.com/

    • Zoho sheet - Zoho expense

      I want to schedule to create an expense using Zoho Sheet and flow. That is the EMI that I pay on a particular date to the bank and should be itemised, like principal and interest on the loan. Can someone help me in this regard??

    • Ability to configure a schedule/shift for each user and/or crew in Zoho FSM

      Hello, In our team of Field Agents, we have different shifts. Some field agent always work from 7:00 AM to 4:00 PM while others work the evening shift like 4:00 PM to 11:00 PM. Sometime shift are on weekdays only or on weekend. It would be great to be

    • Free webinar: Streamlining customer service paperwork with the Zoho Sign extension for Zoho Desk

      Hello Everyone! Have you been wondering about bridging the gap between digitised customer service and business paperwork? Join our free webinar to learn how you can do this by connecting Zoho Sign, our digital signature app, with Zoho Desk, our online

    • Zoho Books | Product updates | July 2025

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From plan-based trials to the option to mark PDF templates as inactive, explore the updates designed to enhance your bookkeeping experience. Introducing Plan Based Trials in Zoho

    • Mail Search should allow grouping by conversation like Gmail.

      Having switched from gmail I have found the search function hard to use. Mostly because mail is not grouped by conversation in search. If I search for a word when looking for a conversation had with someone then sometimes 10 emails will come up from the

    • Next Page