A user hierarchy is a tree of users in your organization, divided into teams and groups. The user hierarchy provides a way of granting data permissions in your company. You can create a team structure, or user hierarchy, to manage an extended team structure that includes employees on different tiers.
You need admin rights to create a user hierarchy.
To create a user hierarchy
- Click the Settings () icon, then select Manage > Users.
- Click User Hierarchy, and click Enable advanced permissions. This activates a basic user hierarchy for your account.
By default, the account owner is placed at the top of the hierarchy tree as the "topmost manager", and the other users are listed as direct reports to the topmost manager. To build out your team structure, you can add users above or below the topmost manager.
To add users to the hierarchy
- To add a user as a manager, click Add user () to the left of an existing user.
- To add a user as a reportee, click Add user () to the right of an existing user, (see Adding a user in Sell).
- The Manager field is automatically populated with the manager. However, you can specify the manager in the Manager field. The new user appears in the user hierarchy.
- To change the position of an existing user in the hierarchy, select the user you want to edit, and click the Pencil () icon. You can find a user by typing part of their name in the search bar.
- In the Manager field, change the manager, then click Save. You'll see the user move in the user hierarchy to report to the new manager.
To create multiple branches of teams on your tree
- Add peer managers at the same hierarchy level, and add employees beneath them.
- To make a user the topmost manager, click Make topmost manager while you are editing the user. Only a user without reportees can become a topmost manager, (see Creating a topmost manager in the user hierarchy).
To name your teams
- Select a manager, then click the Pencil () icon.
- Edit the Team Name field, and click Save. The new team name appears underneath the manager name in the user hierarchy.
You can see this field only if the user has reportees. All users who report to that manager are part of the team. You can use team names to filter your reports, which provide customized data for analyzing the sales performance of your organization.
You can create one or more groups that contain users across the organization. This can help segment and filter your reports.
To create groups
- For each user you want to include in the group, select the user and click the Pencil () icon.
- Select an entry in the Group field (or create a new group).
- Click Save. The new group name appears underneath the user name in the user hierarchy.
It is good practice to set data access permissions for each user as you add them to the tree or when you've built out the organizational hierarchy.
To set data access permissions
- Verify a user's data access permissions by clicking a user's name in the user hierarchy.
- Toggle the Show permissions bar to see permissions for leads, contacts, prospects and customers, and deals for a user. For each permission type, you'll see a green border on the user's hierarchy box, and a green border around all other users that have the same or lower data access privileges.
For example, if the user has the same permissions as their manager for contacts, the manager and user boxes both have a green border. If the user has permission to see their own deals only, the green border appears on the user's hierarchy box, but not on the manager's.Note: If after you've activated the user hierarchy in your account you want to deactivate it, you need to contact the Zendesk Support Team for assistance.
To learn about the different user roles and permissions in Sell, see Managing user permissions.
Hi, are there any methods in Sell API to read/manage "team structure" (user hierarchy)?
I couldn't find them in the documentation.
I'm afraid this isn't something that we can customize or change via Sell API. You may see all the Sell API endpoints in this documentation: Zendesk Sale CRM API.
Customer Advocacy team
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