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

    • Kaizen# 209 - Answering Your Questions | All About Client Script

      Hello everyone! Welcome back to another exciting Kaizen post! Thanks for all your feedback and questions. In this post, let's see the answers to your questions related to Client Script. We took the time to discuss with our development team, carefully

    • Kaizen #210 - Answering your Questions | Event Management System using ZDK CLI

      Hello Everyone, Welcome back to yet another post in the Kaizen Series! As you already may know, for the Kaizen #200 milestone, we asked for your feedback and many of you suggested topics for us to discuss. We have been writing on these topics over the

    • Formula fields not refreshing until page is reloaded

      I need help/advice about the formula fields and how I can refresh the information in real-time. We have two formula fields on our deals page which show calculated prices: One formula is in a subform which calculates the subform total + 1 other field amount

    • Comments Vs. Replies

      I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!

    • Can you prevent closing Ulaa window when the last tab is closed (inadvertently)?

      Most browsers have started to bring this feature in to prevent closing their windows when the last tab is closed (inadvertently). I hope Ulaa should get this in too.

    • Enhancements to finance suite integrations

      Update: Based on your feedback, we’ve updated the capabilities for integration users. In addition to the Estimates module, they can now create, view, and edit records in all the finance modules including Sales Order, Invoices, Purchase Order. We're also

    • Seriously - Create multiple contacts for leads, (With Company as lead) Zoho CRM

      In Zoho CRM, considering a comapny as a lead, you need us to allow addition of more than one contact. Currently the Lead Section is missing "Add contact" feature which is available in "Accounts". When you know that a particular lead can have multiple

    • Connecting two modules - phone number

      Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is created

    • can I link a contacts to multiple accounts

      can I link a contacts to multiple accounts

    • Rotate an Image in Workdrive Image Editor

      I don't know if I'm just missing something, but my team needs a way to rotate images in Workdrive and save them at that new orientation. For example one of our ground crew members will take photos of job sites vertically (9:16) on his phone and upload

    • Free webinar! Digitize recruitment and onboarding with Zoho Sign and Zoho Recruit

      Hello, Tired of being buried in onboarding paperwork? With the integration between Zoho Sign and Zoho Recruit, a powerful applicant tracking system, you can digitize and streamline the entire recruitment and onboarding process, all from one platform.

    • Resume Harvester: New Enhancements for Faster Sourcing

      We’re excited to share a set of enhancements to Resume Harvester that make sourcing faster and more flexible. These updates help you cut down on repetitive steps, manage auto searches more efficiently, and review candidate profiles with ease. Why we built

    • 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

    • Open Activities view.

      I really like the new views for the open and closed activities inside the deals. But when you are in the tab view instead of the column view you can only complete and edit the open activity there isn't the 3 dot option to be able to delete the activ

    • Potentially Outdated and Vulnerable Chromium Engine Installed by Ulaa Browser Installer

      I just installed Ulaa Browser a few minutes ago. Whats My Browser page shows I am using an outdated Chromium engine meaning I might be vulnerable for security exploits that might have got fixed in the new version.

    • Potentially hardcoded list of Browsers to import from (after Ulaa Setup)

      I have just installed Ulaa Browser and found that the list of browser to import data is potentially hardcoded ones rather than looking at the system. I do not have FF, IE and Edge is not my default itself. I would appreciated if Ulaa detected my browsers

    • Fat Download of Ulaa Browser

      I just observed that Ulaa Browser is offering an one-capsule big download. These days it is a custom to offer a small bootstrap downloader and based on user customization options an appropriate download completes. And this is particularly common with

    • Remember all the ways we've posted?

      The world celebrates World Postal Day in 2025 with the theme “#PostForPeople: Local Service. Global Reach". The story of the “post” is a story of human connection itself, evolving from simple handwritten notes carried over long distances to instant digital

    • From Layout to Code: Finding Custom Field IDs in Zoho Projects.

      Hello everyone! Ever found yourself wondering how to get the API names and IDs of custom fields in Zoho Projects while working on custom functions? Here’s a simple and effective way to do it! This method makes it super easy to locate the right field details

    • How can I transfer data from Production to Development environment?

      Hi, I am using Creator V6 and would like to bring all the data in production to the Development and Testing environments? Is there an easy way of doing that or I have to export and import each table?

    • Billing frequency is not displayed correctly.

      Hello There is an issue while displaying the billing frequency on a subscription quote. I am able to activate the subscription details and get this lovely overview: If I am adding a Plan which I charge quarterly, first of all it should be possible to

    • API ZOHO CRM Picket list with wrong values

      I am using Zoho API v.8. with python to create records in a custom module named "Veranstaltung" in this custom module I've got a picket list called "Email_Template" with 28 Values. I've added 8 new values yesterday, but if I try to use on of those values

    • Resetting auto-number on new year

      Hi everyone! We have an auto-number with prefix "D{YYYY}-", it generates numbers like D2025-1, D2025-2, etc... How can we have it auto-reset at the beginning of the next year, so that it goes to D2026-1? Thanks!

    • Session Expired

      I constantly get "Session Expired" and need to relogin or close and open the application again. This gets really frustrating during the day. Is this something that can be solved? This really makes me want to leave the app as it is no go to need to reopen

    • Employee type and source translation

      In Zoho People, when I fill in the employee’s information, there is the option to determine the type of employment (employee type) and the hiring source. Both options ALWAYS appear in English. It is extremely inconvenient to deal with poorly translated

    • Sync Issue Between Zoho Notebook Web App on Firefox (PC) and Android App

      Hi Zoho Notebook Community, I'm facing a sync problem with Zoho Notebook. When I use the web version on Mozilla Firefox browser on my PC, I create and save new notes, and I've synced them successfully. However, these new notes aren't showing up in my

    • Request for Clarity on Timeline for True GPT/Zia Auto-Response Capabilities

      I appreciate Zoho’s steady innovation, but I’m concerned that Desk and Zia remain well behind modern AI capabilities. For years, GPT-based tools have been able to generate and send contextual responses, yet Zoho Desk only supports summarization or suggested

    • Notebook audio recordings disappearing

      I have recently been experiencing issues where some of my attached audio recordings are disappearing. I am referring specifically to ones made within a Note card in Notebook on mobile, made by pressing the "+" button and choosing "Record audio" (or similar),

    • In arattai received message can't be deleted

      The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

    • Transitioning to API Credits in Zoho Desk

      At Zoho Desk, we’re always looking for ways to help keep your business operations running smoothly. This includes empowering teams that rely on APIs for essential integrations, functions and extensions. We’ve reimagined how API usage is measured to give

    • Has anyone built a ticket export that allows Help Center users to export the tickets shown in the My Area list they are looking at?

      Hi, We are moving to Zoho Desk soon. Our current support system displays an option in our help center allowing customers to export their Open, Closed, or all tickets based on which list they are looking at. We need to offer the same in Zoho Desk help

    • Has anyone integrated SMS well for Zoho Desk?

      Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing

    • Two factor authentication for helpdesk users

      The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my company

    • Zoho Desk: Q2 2025 | What's New

      Hello everyone, We are excited to announce Zoho Desk's 2025 Autumn updates. This release brings new features and enhancements that improve work management and enable businesses to provide a better overall support experience. Spanning from Zia Agents to

    • Change text in help desk

      Hi, Please let me know how can i change the this text, see screenshot.

    • Items Below Reorder Point Report?

      Is there a way to run a report of Items that are below the Reorder Point? I don't see this as a specific report, nor can I figure out how to customize any of the other stock reports to give me this information. Please tell me I'm missing something s

    • Blog Widget: Show recent blog posts on my homepage

      Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blog

    • Committed Stock and To Be Received Stock via API?

      Is it possible to retrieve Committed Stock and/or To Be Received Stock for an Item via the API? I want to use this information for calculating the amount of inventory needed to be purchased.

    • What if I dont see contacts on the left side list

      My CRM does not show the contacts tab. In order to create list this is needed and I cant find it.

    • Enable / show scroll bar when Mega Menu is opened

      Hey there I am using the mega menu add-on and experience a "flicker" whenever the mega menu opens. The reason is, that the scrollbar, which has a width of a few pixels, stops showing when the mega menu opens. As the scrollbar disappears the whole page

    • Next Page