How to Setting up Data Sharing in Zoho Desk
Introduction
Managing who can access customer data in your help desk is critical not only for maintaining privacy but also for staying compliant with regulations like GDPR. Zoho Desk’s Data Sharing Rules let you control visibility and editing rights across your organisation. With these settings, you can boost collaboration without compromising data security.
In this guide, we’ll walk you through how to manage data sharing rules in Zoho Desk step by step.
Step-by-Step Instructions:
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.
Types of Data Access in Zoho Desk
You can assign different data access levels for each module (like Tickets, Contacts, or Accounts):
- Private
- Only the record owner and their direct sup erior can view or edit the record.
- Ideal for sensitive or high level data.
- Public Read Only
- Everyone can view the records, but only the owner can make changes.
- Great for keeping your team informed without risking accidental edits.
- Public Read/Write/Delete
- All users can view, edit, and delete records.
- Best for collaborative environments where multiple team members handle shared tickets or contacts.
Real Life Example: A customer service team using Public Read/Write/Delete for the Tickets module allows any agent to pick up, update, or close a support ticket helping customers faster and improving team efficiency.
How to Set Up Data Sharing in Zoho Desk
- Go to Setup > User Management > Data Sharing
- Click Edit Data Sharing
- On the Edit Default Organisation Permissions screen, choose the right access level for each module:
- Private
- Public Read Only
- Public Read/Write/Delete
- Click Save
That’s it your data sharing rules are now applied across the organization.
Tips for Using Data Sharing Rules Effectively
- Start with Private Access and open only where needed. This keeps sensitive data protected.
- Use Role Hierarchy with Private access to allow managers to view their team’s records.
- Choose Public Read Only for visibility without risking unwanted changes.
- Enable Public Read/Write/Delete in high collaboration teams where data ownership isn’t fixed.
- Regularly review permissions to keep up with changing roles and responsibilities.
