How can I restrict Support Agents to view only their request?

How can I restrict Support Agents to view only their request?

You can restrict Support Agents to view only their records/requests. To restrict requests & records, you have to first setup your organization Role Hierarchy.

For example, Team leaders can access all the Support Agents records where as Support Agents can access only their records and not that of Team leaders.

Once, you have setup the Role hierarchy, requests/records are shown based on the hierarchy.

    • Related Articles

    • Can I view the history of a request?

      Yes, you can view the history of a request in Zoho Support. You can learn how a request has been handled or the activities carried out from addition to closure of a request. To view the history of a request, do the following: Open any request from ...

    • How do I restrict Delete Permission for Support Agents?

      You can restrict Delete Permission by setting the Profiles under Setup > Admin Settings > Profiles. You can either edit the default Standard Profile or add a new Profile and un-check Delete options for the modules and save the Profile. Now, associate ...

    • How many Support Agents can I add during the trial?

      You can add up to 3 Support Agents during the Professional & Enterprise 15 day Trial. Once the Trial is expired, "Primary Contact" under Company Details will only have access to the system.

    • Can I restrict an agent from deleting Requests?

      Yes, you can restrict certain agents from deleting the requests by setting up permissions in the respective agents profiles. Please goto Setup >> Admin Settings >> Profiles. In the Profile setting page, edit the profile and uncheck the Delete ...

    • Can I view the status of my request without logging into Portal?

      No. You can view the status of your request, only when you have logged into the customer service portal.