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How to manage Roles in Zoho Desk

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Zoho Desk roles let you mirror your organisation’s reporting structure, so agents and managers can only see the tickets relevant to their position. This keeps sensitive customer data restricted appropriately while still allowing managers the oversight they need.

What role hierarchy controls

A role defines what a user can see based on their position in the hierarchy. A support manager can typically see all tickets handled by their team, while an individual support agent usually sees their own tickets and, if enabled, those of their peers. Top level roles, such as CEO, have full access to the customer database, which supports oversight and reporting, while narrower roles keep day to day agents focused on their own workload.

How to create a role

  1. Go to Setup > User Management > Roles.
  2. Click New Role.
  3. Enter the role name and select its immediate superior in the hierarchy (this defaults to CEO if left blank).
  4. Enable Share Data with Peers if agents at the same level should see each other’s records.
  5. Click Save.

Assigning roles to agents

  1. Go to Setup > User Management > Agents.
  2. Select an agent and open their details for editing.
  3. Assign the appropriate role.
  4. Save your changes.

Setting the correct role during onboarding helps establish proper permissions from day one.

Editing and deleting roles

You can edit a role to rename it, change its superior, or update peer sharing as your organisation changes. Roles are usually removed only after the agents assigned to them have been transferred to another role.

Frequently asked questions

What does a role control in Zoho Desk?

A role controls how much of the ticket database a user can see, based on where they sit in your organisation’s hierarchy.

What happens if two users are at the same level in the hierarchy?

By default they cannot see each other’s records, unless Share Data with Peers is enabled for that role.

Can I delete a role that still has agents assigned?

You should transfer the agents to another role first; roles are typically deleted only after their agents have been reassigned.

Need help?

Need help structuring roles in Zoho Desk? Contact support@thoughtlogik.com or see our Zoho implementation services.

How to manage Roles in Zoho Desk - PreviousOverview of Agents and Teams in Zoho DeskNext - How to manage Roles in Zoho DeskHow to manage Profiles in Zoho Desk

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