Page 18 - Business Requirement Document

Manager, Team Lead and Agent.

Now it is easy to create a hierarchy with the team and based on that a approval flow can

also be mapped. Creating a subordinate becomes a way simpler and user rights can be
modified anytime by the managers based on the requirement. Now the data sharing can
be easily performed as the tool holds the following features:

You can provide the following types of access levels in Zoho Desk modules:

● Private: Only the record owner and his/her superior can view the record.
● Public Read-only: Users can view others' records but cannot modify and delete
the records.
● Public Read/Write/Delete: Other users can view, modify and delete the records.

Key Features
● By default, all the modules have a Public Read/Write/Delete option.
● If the Organization-wide permission is set as Public Read/Write/Delete, everyone
can access and update all the users’ data. Role Hierarchy will not be applied in
this case.
● If the Organization-wide permission is set as Read Only, everyone can only view

the other users' records. In this case, other users cannot modify the owner's
records.
● If the Organizational permission is set as Private, Role Hierarchy can be applied.
● In the Import History, records that belong to you and your subordinates (if any)
will always be shown.
● All the Attachments, Comments, Tasks, Events, Calls, and Time Entries belonging
to a record are accessible if you can view that record.

If a ticket is closed and the ticket raiser is not satisfied by the resolution can re-open the
ticket from the "helpcenter".

Now the agents can share/automatically gets shared a feedback form to each customer
post closing the ticket to get the genuine feedback online through a happiness meter

which could be customized based on the business need. All the feedback can be stored
and shared with the grievance department for further betterment in the process.

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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