How to Setting up Data Sharing in Zoho Desk

Controlling who can see and edit customer data in your help desk matters for both privacy and compliance, including regulations such as GDPR. Zoho Desk data sharing rules let you set that visibility and editing access across your organisation.

Who can manage data sharing rules

Only Administrators, or users with the Manage Permissions privilege under Administrative Permissions, can access and edit data sharing settings.

Data access levels

For each module, such as Tickets, Contacts or Accounts, you can choose one of three access levels:

• Private: only the record owner and their direct superior can view or edit it. Best for sensitive or high level data.
• Public Read Only: everyone can view the record, but only the owner can make changes. Useful for keeping the team informed without risking accidental edits.
• Public Read/Write/Delete: all users can view, edit and delete records. Suited to collaborative teams where several agents handle shared tickets or contacts, for example letting any agent pick up, update or close a support ticket.

How to set up data sharing

1. Go to Setup > User Management > Data Sharing.
2. Click Edit Data Sharing.
3. On the Edit Default Organisation Permissions screen, choose the right access level for each module.
4. Click Save.

Tips

• Start with Private access and open it up only where needed, to keep sensitive data protected.
• Combine role hierarchy with Private access so managers can still see their team’s records.
• Use Public Read Only for visibility without risking unwanted changes.
• Use Public Read/Write/Delete for high collaboration teams where ticket ownership isn’t fixed to one person.
• Review your data sharing settings periodically as roles and responsibilities change.