B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?

B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?

We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers.

Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directly from the tickets table/list view.

Attempted solutions:

  • Creating special SLA types for these clients
  • Adding custom fields to Account/Contact records (will not show in the tickets table?)
  • Using different communication sources (not viable)

The issue is that while custom Account/Contact fields can store this information, they don't appear in the tickets table view where agents need to see this distinction immediately.

How can we implement a visual identifier in the ticket listing to help agents quickly recognize affiliate-referred clients without opening individual tickets?

Appreciate any suggestions!

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