Eighth Insight - Oversee module relationships with Lookups

Eighth Insight - Oversee module relationships with Lookups

The Wheels of Ticketing - Desk Stories

Oversee module relationships with Lookups


‌Learning about lookups

A lookup field provides a powerful way to display and utilize data from another module directly within a field of your current module. This functionality establishes a seamless connection between different data sources, enabling users to access and work with related information effortlessly. Rather than duplicating data, which leads to inconsistencies and increased data management complexity, a lookup field acts as a bridge that consolidates information.

A lookup field enables users to retrieve and display data from a specific module based on an established relationship between two records. The data from the associated record is displayed within the lookup field, making it easy to view and use related information. Lookup fields are generally editable and show information retrieved from the associated record.
Quote
Lookup fields help display related information, filter data based on related fields, and manage complex relationships between different modules.
IdeaIn a ticketing system, the Contact ID field in the "Tickets" module is a lookup field that retrieves contact information from the "Contacts" module. 

Linking modules

To create connections between two custom modules, it's essential to incorporate lookup fields. These fields are added to module layouts to establish relationships across different modules, whether they are standard-standard, custom-standard, or purely custom. For example, an "Assets" custom module can connect to another custom module or a standard module, such as "Contacts."

This connection allows users to link relevant records (such as contacts) with their respective items (like assets), making it easier to access and view information from either module. Adding a lookup field establishes a direct relationship, which enables users to perform actions such as linking, viewing, unlinking, or generating new tickets without needing to navigate away from the current module.

The importance of linking two modules through a lookup field lies in its ability to enhance information flow and improve data accessibility. By forming distinct relationships between various data points (such as assets and contacts), Zoho Desk facilitates more effective tracking, management, and resolution of customer inquiries and operational tasks. 
Info
Users with the "Manage Layouts and Fields" permission or those in a support administrator role can connect custom or standard modules by adding a lookup field to the module's layout (Standard layout for custom modules) through an easy drag-and-drop interface. 

How it works in practice

There was a small but mighty help desk company called "Fix Tickets." The team at Fix Tickets was dedicated to resolving customer issues promptly and efficiently. One day, they decided to improve their ticketing system with a new feature: lookup fields.


On Monday morning, a customer named Amy reached out with a problem. Her internet was down, and she submitted a ticket through the help desk portal to request assistance. As her ticket entered the system, a lookup field allowed the help desk staff to view relevant information from the Accounts module instantly, the Contracts module, as well as any past tickets. 

Using lookup fields eliminated the need for manual search, and a support agent quickly realized that Amy's account required verification. Meanwhile, Gunther received an email update regarding the status of the customer's ticket. They sent Amy an email update with instructions to verify her account and restore her connection. The entire process was seamless, all thanks to the lookup field functionality, which allowed Fix Tickets to access information quickly and enhance customer satisfaction.


As the week progressed, more tickets came in, and the team continued to rely on the lookup fields. They noticed a significant increase in their efficiency and a decrease in the time spent per ticket. Soon, customer satisfaction scores began to increase as positive reviews poured in from happy customers like Amy.

Uses of Lookup Fields

Data integrity

Lookup fields ensure that data entered into Zoho Desk is valid and consistent. By referencing existing data, such as user accounts or product information, you minimize the chances of errors and maintain the overall integrity of the database.

Consistency across records

Lookup fields ensure that the same values are used consistently across different records. This benefits teams by reducing duplication, enhancing the quality of data available in tickets, and providing team members with more insight into relevant information by linking records across modules.

Improved user experience

By allowing users to select from predefined options, lookup fields make data entry faster and easier. This reduces the time spent typing and searching for information, providing a more efficient ticket submission process.

Improved reporting and analytics

Lookup fields facilitate more accurate and meaningful reporting. By linking tickets to specific accounts, departments, or products, you can generate insights that help improve service delivery and customer satisfaction.

Streamlined workflow automation

Lookup fields can be utilized in workflow rules to automate ticket assignments and efficiently escalate issues. For instance, if a ticket pertains to a specific product, it can automatically be routed to the relevant product team.

Better relationship management

By associating tickets with customers or contacts through lookup fields, support teams can easily view related interactions and history. This context enables agents to provide more personalized and informed responses.

Simplified data management

Lookup fields enable organisations to manage relationships and processes involving various entities, such as users, products, and departments. Changes to the data automatically reflect wherever it’s invoked by a lookup field to ensure that all users are working with the most current and relevant information.

Faster issue resolution

Providing agents with quick access to related data through lookup fields speeds up the resolution process. Whether it’s identifying the correct department to solve a problem or accessing customer history to investigate an account issue, lookup fields enhance data quality, user experience, and operational efficiency.

Takeaway

Lookup fields can help your organization leverage its data to enhance all aspects of customer service, including routing and managing tickets, resolving customer inquiries, and reporting and analysis. This approach equips users with insights into exactly when and where they need them, which empowers them to make well-informed decisions and deliver effective service.

 

Please stay tuned for more Desk Feature stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team


    • Recent Topics

    • iOS 12 update: Introducing autofill passwords and Siri Shortcuts in Zoho Vault

      With this iOS 12 release, Zoho Vault users can now autofill usernames and passwords on Safari and other third-party apps. Users can enjoy a seamless login experience to their everyday apps without compromising security and also access passwords stored in Zoho vault with Siri Shortcuts by adding personalized phrases. How to enable autofill password on your iOS device? First, you need to update your device to iOS 12.  Apple recommends you to take a backup before you update your device to the latest

    • Zoho Vault: A look at what's new for iOS, iPadOS, and macOS

      Hi everyone, At Zoho Vault, we constantly aim to improve your security experience. Based on both internal and external feedback, we have recently rolled out updates across our iOS, iPadOS, and support for macOS platforms. Introducing the desktop app for

    • Biometric Access Support on Zoho Vault Desktop App

      Is there any plans to add biometric authentication (fingerprint, face recognition) for Vault desktop apps (Windows/macOS) to enhance security and ease of access. I would love to hear other members view on this

    • Free webinar: Learn the benefits of migrating to Zoho Vault's new interface

      With remote work becoming more and more common across the globe, productivity and time management are now pivotal concerns for every organization. With the number of business applications employed by companies constantly increasing, a password manager like Zoho Vault saves a lot of productive hours for your team. Vault's new interface has been carefully designed to address these pressing needs, helping users increase their productivity while improving their overall online experience.  This July,

    • Free Webinar: An exclusive live Q&A session with the Zoho Vault team

      As 2020 draws to an end, we're closing out a year that has seen drastic changes all around the world. Many businesses have adopted cloud solutions and a remote work culture for the first time, and this has given rise to newer cyber risks and threats that

    • Why passwordless authentication should be your top security project for 2021

      Hello users! We know that nobody likes to remember passwords, yet they form an indispensable part of our lives. Many of us working with any kind of technology today manage numerous passwords for personal and business accounts. With the widespread adoption

    • Free Webinar: See why Zoho Vault is the best alternative to LastPass

      When LastPass was acquired by LogMeIn in Oct 2015, we expressed our genuine concern about how this would change the LastPass business model and how customer trust would transfer from one company to another. As we suspected, LastPass doubled their pricing

    • Managing cyber threats when working remotely | A Customer Survey Report

      The nearly universal adoption of remote work has changed the way businesses function. Globally, enterprises continue to work to find new ways to make life easier for employees working remotely. However, a commonly cited concern has been the lack of cybersecurity

    • World Password Day: 5 interesting facts about passwords

      It's World Password Day: that time of the year when we talk about password hygiene and the importance of safe password management. World Password Day is observed on the first Thursday of every May, and this year, we'd like to talk about some of the most

    • Free Webinar: Go passwordless in 2022 with Zoho Vault

      Passwords have long been the preferred authentication method, largely due to their universal appeal. While they're easy for people to use and implement, they're also convenient for hackers to exploit. Reports from 2021 state that weak and stolen passwords

    • Myki has announced EOL for its services | Learn why Zoho Vault password manager is the best alternative

      Hello Myki users,   Myki has announced end-of-life for its Teams, MSP, and GUARD services, after being acquired by JumpCloud. In their recent announcement, Myki stated that they will be removing their apps and extensions from the respective stores, turning

    • Join our exclusive meetup with Zoho's Real Estate community

      Hey there, The Zoho Vault team is conducting a meetup for all real-estate users from Zoho. During this session, we will be discussing the need for secure password management and how Vault can help you and your clients safely protect passwords and other

    • Free webinar: A quick walkthrough of Zoho Vault and major updates in 2023

      Managing passwords is crucial for all businesses. You can securely store, share, and manage passwords effectively from anywhere with Zoho Vault. We have introduced several new features in 2023 to offer the best online experience for our users. Join our

    • Free webinar: Why a password manager is a “must-have” for everyone in 2024

      In the past decade, we've witnessed numerous cybersecurity breaches globally, with a significant portion resulting from the "it won't happen to me" mindset. Shockingly, in 2023, 86% of breaches involved weak and stolen passwords. Password hygiene is crucial

    • Zoho Vault - Webinars 2023 - Video Recordings and Slide Decks

      Hello, We wanted to offer a consolidated list of Zoho Vault webinar resources from 2023. Therefore, we're putting together a list that includes links to our webinar recordings and slide decks for easy access. Webinar Video recording Slide deck Getting

    • Free webinar: ‌Focal point: Building a financial ecosystem with Zoho Vault and Zoho Workplace

      Hi everyone! Cyber threats against the financial sector are escalating. In the last two decades, nearly one-fifth of reported incidents targeted financial institutions, causing $12 billion in direct losses. Cybercriminals are becoming more sophisticated,

    • New features in Zoho Vault

      We’re thrilled to introduce a wave of powerful updates in Zoho Vault, designed to enhance security, streamline workflows, and improve your overall experience. Let’s dive into what’s new! Folder creation restrictions Limit who can create folders in your

    • Join our World Password and Passkey Day expert Q&A 2025

      Hey everyone! World Password and Passkey Day is almost here, and there's no better time to talk about something we all rely on daily—secure authentication. Did you know that a staggering 60% of hacking-related breaches are tied to weak or stolen passwords?

    • Dashlane discontinued its free plan: Here's why Zoho Vault's free plan is worth the switch

      Hey everyone, Dashlane password manager has officially announced that its free plan will be discontinued starting September 16, 2025. This change means that current free users will need to either upgrade to a paid subscription or export their data and

    • Introducing SecureForms in Zoho Vault

      Hey everyone, Let’s face it—asking someone to send over a password or other sensitive data is rarely straightforward. You wait. You nudge. You follow up once, twice—maybe more. And when the information finally arrives, it shows up in the worst possible

    • Clickjacking: Zoho Vault's Response

      Issue: Password manager browser extensions are found to be vulnerable to clickjacking security vulnerabilities that could allow attackers to steal account credentials, TFA codes, and card details under certain conditions. Reported by: Marek Toth, Independent

    • Free webinar: Security that works: Building resilience for the AI-powered workforce

      Hello there, Did you know that more than 51% of organizations worldwide have experienced one or more security breaches, each costing over $1 million in losses or incident response? In today’s threat landscape, simply playing defense is no longer enough.

    • Free webinar—Redefining workforce security with Zoho Vault: Passwords, passkeys, and multi-factor authentication

      Hi everyone! Did you know that in Q2 alone, 94 million data records were leaked globally? Behind every breach is a combination of poor password habits, phishing attacks, privilege misuse, and simple human error. The fallout—including reputational damage,

    • In arattai received message can't be deleted

      The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

    • Fill Colors

      Hello, Just curious, is it possible to manage the Used and standard colors in the fill drop down menu ? I would like to change/edit them is possible to colors I frequently use. Thanks for you reply, Bruce

    • Is there a way to generate a virtual meeting for a group service in Zoho Bookings?

      Are virtual meetings not supported for group services/meetings? I have integrated Zoom with one-on-one services, but I need a way to create an online group meeting. Thanks

    • Items Below Reorder Point Report?

      Is there a way to run a report of Items that are below the Reorder Point? I don't see this as a specific report, nor can I figure out how to customize any of the other stock reports to give me this information. Please tell me I'm missing something s

    • Client scripts for Zoho Books ?

      Good day everyone, I am looking for a way to be able to interact with the Quotes and Invoices as they are being created. Think of it like Zoho client script in Zoho CRM. But for the life of me I dont see a way to do this. The issue with having function

    • Fillable template with dynamic tables?

      Is there a way to build a fillable template so that users can add rows to a table? To describe what I'm trying to accomplish the table has 3 sections; a header row, some number of rows with custom information, and a summary row with totals. I can't figure

    • Invoicing multiple expense items as a single line item

            My client would like me to invoice them for multiple expense items on a single line item on an invoice.  Can this be done?  I know I can import billable expenses to an invoice, but I don't know how to show them as a single line item or have them

    • Zoho Books | Product updates | November 2025

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax Digital

    • Tables improvement ideas / features

      Heya, I've been using Zoho Tables for a few months now and wanted to post some features that I think will be greatly beneficial for the tool: 1. Ability to delete a record in automation or move a record in automation. - Usecase: I move a record from one

    • Announcing offline payment modes for event tickets

      Hello everyone,   Collecting ticket payments from prospective attendees can be a tricky part of event planning. While Zoho Backstage has always allowed you to collect payments online as people buy tickets from your event microsite, we have now enabled

    • Gmail is ramping up its email sender policy from November 2025

      Hello marketers, As you may be aware, Gmail introduced a guideline for bulk senders starting February 2024. If not, here's a quick refresher straight from Google: After this policy was announced first in 2023 and soft-implemented in February 2024, we

    • Deluge Error Code 1002 - "Resource does not exist."

      I am using the following script in a Custom Button on a Sales Return. Basically, the function takes the information in the sales return (plus the arguments that are entered by the user when the button is pushed) and creates a return shipping label via

    • Item images

      Can we get an "On hover" expanded image for items please ?

    • Ability to Create and Manage YouTube Video Chapters in Zoho Social

      Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that would allow users to create and manage YouTube video chapters directly within the platform. Currently, Zoho Social does not support manually adding chapters

    • What happens to my current site SEO if i opt for zoho creator?

      I have an existing website and I need to use Zoho creators for the rapid creation of my webpage creation. Currently, my IT team is creating the web pages, but I am concerned about the SEO of my current website if I shift to zoho will i loose it all?

    • Automatic Portal invite

      We have numerous customers we move through a blueprint in deals, when they get to a certain point we need to give them portal access, how can this be done through deluge or a workflow?

    • Preview Emails with Merge Fields before sending

      Hello, Are there plans to preview an email with merge fields before sending out? Currently, all you see in the preview are the merge field values, but before I send out the email I want to make sure the merge is working. Also, the saved emails only show

    • Next Page