First Insight - Find your Fields

First Insight - Find your Fields

The Wheels of Ticketing - Desk Stories

Find your Fields

What are fields?

Fields are crucial in ticketing modules that capture information about Tickets, Customers, Organizations, Products, and more. Depending on the kind of data being stored, users can choose from various types of fields, including Date, Date/Time, Picklist, Single-line, and Multiline. 
 
Desk offers standard fields that cater to everyday business needs, such as Company name and Email address. It also allows the addition of custom fields based on specific business requirements. A layout is comprised of both standard and custom fields.

Types of fields

Standard Fields

Organizations can display or hide standard fields within each module according to their needs. Notably, mandatory fields defined by the system, such as Departments and Contact Name, cannot be modified or removed. Any alterations made to the standard fields within a layout will apply organization-wide.

Custom Fields

Alongside the standard fields, Desk provides the opportunity to add custom fields tailored to specific industry needs, including types like string, decimal, integer, currency, and checkbox. For instance, a custom field titled "Referred By" can be created to track customer referrals. However, it's worth mentioning that these custom fields will only be available within the department where they were made. Custom fields can be added to various modules, including Contracts, Time Entry, Agents, Tickets, Contacts, Accounts, Products, Calls, Tasks, and Events.

A story for better comprehension of using fields

The Ticketing Turnaround at Crazy Fitness

Crazy Fitness, a popular fitness studio chain, was struggling to keep up with its rapidly growing customer base. The support team was inundated with tickets, and response times were suffering.

Rachel, the support team lead, knew they needed a better system. She implemented a new ticketing system by choosing the right fields and creating the necessary custom fields, focusing on:
  • Multi-channel support: Rachel configured the system to manage requests from multiple channels, such as email, social media, and live chat.
  • Knowledge base: She developed a thorough knowledge base, enabling customers to find solutions to their queries independently.
  • SLA management: Rachel set up well-defined service level agreements (SLAs) to guarantee prompt responses and resolutions.

With the new ticketing system, Crazy Fitness:

  • Reduced ticket volume: By 20%, as customers found answers in the knowledge base.
  • Improved response times: By 50%, thanks to automated routing and SLA management.
  • Increased customer satisfaction: By 30%, as customers received timely and personalized support.
As Crazy Fitness continued to expand, Rachel's team used the ticketing system to identify trends and optimize their support process. They even launched a customer feedback program, using ticket data to inform product development and improve the overall customer experience.

Crazy Fitness's commitment to customer support helped the company maintain its reputation as a leader in the fitness industry.

Overview of fields

In the newly set Crazy Fitness ticketing help desk system, fields typically refer to the different pieces of information that can be captured or displayed for each support ticket. Here are some standard fields you might encounter:

Ticket Fields

  • Ticket ID/Number: A unique identifier is assigned to each ticket
  • Subject: A summary of the issue or request
  • Description: A detailed account of the problem or question being addressed
  • Category: The type of issue (e.g., technical support, billing questions, general inquiries)
  • Priority: The urgency level of the ticket
  • Status: The current state of the ticket (e.g., open, in progress, resolved)
  • Assignee: The agent or team designated to handle the ticket
  • Requester: The individual who submitted the ticket

Contact Fields

  • Name: Customer's full name
  • Email: Customer's email address
  • Phone: Customer's phone number
  • Organization: Customer's company or organization

Custom Fields

  • Age - Age of the fitness enthusiast
  • Height - Height of the fitness enthusiast in centimetres
  • Weight -Weight of the fitness enthusiast in kilograms
  • Diet Plan - A balanced diet plan prescribed to the fitness enthusiast  for a healthy lifestyle

Additional Fields

  • Tags: Keywords or labels to categorize and filter tickets
  • Attachments: Files or screenshots added to the ticket for context
  • Conversation History: Record of all interactions related to the ticket
  • Custom Fields: User-defined fields to capture specific information relevant to a business

Reporting and Analytics Fields

  • Created Date: Timestamp when the ticket was created
  • Resolved Date: Timestamp when the ticket was resolved
  • Resolution Time: Time taken to resolve each ticket
  • Agent Performance: Metrics to evaluate agent efficiency and effectiveness

Takeaway

These fields help you manage, track, and analyze customer support requests efficiently, ensuring timely resolutions and improved customer satisfaction. 

These fields can vary depending on the help desk software being used, and some systems offer customizable fields to suit specific organizational needs better.

Please stay tuned for more Desk Module stories.

Cheers,
 
Kavya Rao
The Zoho Desk Team

    • Recent Topics

    • Link Contacts to Billed Accounts

      Hello, I want to do a survey on all my customers of 2025. For that I want to select all contacts linked to accounts who where billed in 2025. How to I create this link to I can then use Zoho Survey with this database of contacts?

    • Pre-Zoho Sales Info - Best Way to Add to Desk / CRM

      My company has been using Zoho One since 2021, with sales data going back through 2020. However, we have been in business much longer, and we have historical sales information that we want to have at our fingertips when talking with customers (usually

    • CRM function REST API response format

      Is there a way to control the JSON response returned by the CRM function REST API? If I call a function using either OAuth or an API key it returns a 200 OK response with a string in the format shown below. I am using a particular feature of an external

    • Using MPN across multiple SKUs and inventory tracking

      I have several different SKU's that share a common MPN and would like to track inventory by MPN. SKU1 has MPN1 assigned SKU2 has MPN1 assigned Here is an example If I start with 5 of MPN 1 in stock I want each SKU1 and SKU2 to show as 5 in stock, If I

    • Unable to Access Application:

      Whenever I try to access my application from the desktop, say I am editing it and want to test something in the desktop environment I get: An error has occurred. An internal error has occurred. Please check the URL , or try refreshing the page I can edit

    • Evernote (ENEX) import limitations

      I have been with Evernote since 2010, but the latest price increase is ridiculous. I am currently testing Zoho Notebook as a replacement. I am impressed so far - if it were not for critical need to import legacy Evernote notes, I would 100% migrate to

    • Cannot see Application from Lookup field

      Hi all, I am trying to access data for an application on our account via a lookup field; however, the application doesn't appear in the dropdown at all. Can anyone shed any light on this, please? I have asked Zoho support; however, they're just as confused,

    • Zoho CRM Meetings Module Issues

      We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

    • Zoho Books integration sync from Zoho CRM does not work

      Hi Zoho Community & Zoho Support We just tried to get a sync some products into Zoho Books from CRM using the native sync and we're getting an error: "It looks like some mandatory fields you're trying to map are empty. Please provide valid field names

    • Disable Auto Send Email Notification in Invoice Creation

      Here is what I am facing Make payment via Razor Pay (All Good) Capture payload data on my webapp Send this data, along with other data to Zoho books to create the invoice However in this step - An email goes to the client + The Invoice remains as draft

    • P & L Sub-categorized accounts

      How can I show sub-categorized Income and Expense accounts on the P & L report?

    • Report showing Bill Details with Project and Sales Invoice Number

      Hi There, I am hoping that someone can help, I am looking for report that can show the bill and expense details along with project its as assigned to and the invoice number that the sales has been raised in. The goal is I can filter a customer/project

    • Advanced Payment for Inventory Items with serial numbers

      Hello, We sell equipment that we track the unique serial numbers on using Sales Orders. We can charge the customers an advanced payment, then the balance on delivery. We cannot figure out a way to do this in Books/Inventory: - Cannot part invoice a SO

    • Is it possible to restrict ZCRM user to see only custom views created by administrator

      I have segmented data in my CRM and I want to allow different users to be able to see only parts of it based on some criteria. I've tried to create and share a custom view, but then there is always an option for user to see all open lead for example.

    • Issues Logging into ZOHO

      Hello, one of my coworkers is having issues logging into ZOHO, she has requested a code when entering and the email is correct but she has not received the code. can you help us with this?

    • Google Fonts Integration in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

    • Add Popup Rejection Metrics to Reports

      Hello Zoho PageSense Team, We would like to request improved reporting for popup interactions. Current Limitation: PageSense currently provides conversion data, but there is no clear visibility into: Popup rejections Popup closes (✕ button clicks) Dismissals

    • Ability to Reset / Reinitialize Popup Cookies

      Hello Zoho PageSense Team, We would like to request the ability to manually reset popup cookies. Current Limitation: At the moment, it is not possible to initiate a new popup cookie from the our side. Visitors who rejected or closed a popup will not see

    • Control Popup Cookie Expiration Duration

      Hello Zoho PageSense Team, We would like to request an enhancement related to popup cookie management. Current Limitation: Currently, PageSense popup cookies remain active for 365 days, and this duration cannot be modified by us. If a visitor closes or

    • Clone / Export Popup Design Across PageSense Projects

      Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated only

    • Are there settings for hyperlinks?

      Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?

    • Automatically include all ticket attachments in the ticket resolution email

      Hello Zoho Community, We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients. The problem When a ticket is closed or resolved, Zoho Desk sends

    • Keep Zoho People Feature Requests in the Zoho People Forum

      Hello Zoho People Product Team, Greetings. We would like to submit a feature request regarding the handling of feature requests themselves, specifically for Zoho People. Issue: Feature Requests Being Moved to Zoho One Zoho People feature requests are

    • Can I write a check in Zoho Books with no associated bill?

      This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

    • Finding text within a ticket: Expand All or Search this Ticket

      The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows

    • Books & Desk. Client mapping

      Hi, I’ve been using Zoho Books for several years and am now looking to improve my customer service. I'm experimenting with Zoho Desk and want to sync and map my client data from Zoho Books. However, it seems that mapping requires both contacts to have

    • String handling

      If I cut a currency string from a quote and try and paste it into the Deal "Amount", it will fail unless I manually delete any commas. Dollar signs are no problem, but comma's seem to fail. Please correct this Input Validation error.

    • Allow Stripe Credit Card and Stripe ACH payment methods to be enabled separately on an invoice.

      I need to be able to pick at the invoice level whether Stripe Credit Card and/or Stripe ACH payment methods are available. Currently, I'm not able to select from the two Stripe payment methods individually on an invoice. However, there are some larger

    • Looking For Recruit Developer

      Hi everyone, I am looking for a Zoho Certified Developer to assist with a development project for MetalXpert. We are building a software system designed to bridge the gap between a candidate mobile app and an employer web portal using Zoho Recruit as

    • SKUs for Invoices, POs, etc.

      It doesn't appear that one can enable SKU display on invoices, POs, etc. This is problematic, and I don't see a good reason why this shouldn't be an option. Some of our vendors and customers use this in their system. Every other identifier code is available

    • Feature Request - Allow Customers To Pick Meeting Duration

      Hi Bookings Team, It would be great if there was an option to allow customers to pick a duration based on a max and minimum amount of time defined by me and in increments defined by me. For example, I have some slots which are available for customers

    • YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

      YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

    • Feature Request - A Way To Search Item Groups

      Hi Inventory Team, I can't find any way to filter or search by fields of Item Groups. It would be great to see that functionality added. I have a use case where a single product might come from 5 or more suppliers and each supplier's item is an Item in

    • Feature Reqeust - Include MPN In Selectable FIelds

      I have noticed that the MPN is not available to show in the list view of Items. Please consider adding it as EAN, UPC and ISBN are all available, so it doesn't make much sense to exclude this similar option. Thanks for considering my feedback.

    • Feature Request - Option To Hide Default System Fields on Items

      Hi Zoho Inventory Team, As far as I know it is not possible to hid some of the defult system fields on Items, such as UPC, MPN, EAN, ISBN. A good use case is that in many cases ISBN is not relevant and it would be an improved user experience if we could

    • Campaigns does not work!

      I am running into so many problems trying to use Zoho Campaigns, that I am seriously considering dropping the app from my (shrinking) list of Zoho applications I actually use. Apart from having to fight the software trying to create a design and email,

    • Feature Request - Make Available "Alias Name" Field In Item List View

      Hi Zoho Inventory Team, I have noticed that the "Alias Name" field does not appear on the list of selectable columns in the Customise Columns feature in the Items module. This would be very useful to see for businesses who are using the Alias Name field

    • product name field issue-n8n

      Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

    • How to filter Packages in zoho inventory api

      Hi Team, I want to perform some tasks in a schedular on the packages which are in "Shipped" state. I tried to use filter_by in my api call but in return I get response as {"code":-1,"message":"Given filter is not configured"} My Api request is as follows

    • CRM

      Is anyone else experiencing this issue? Our company is not moving out of using Gmail's web app. It just has more features and is a better email program than Zoho Mail. Gmail has an extension (Zoho CRM for Gmail) that we're using but we've found some serious

    • Next Page