Seventh Insight - Organize your data using Modules

Seventh Insight - Organize your data using Modules

The Wheels of Ticketing - Desk Stories

Organize your data using Modules


What are Modules?

Modules in Zoho Desk are powerful organizational tools that facilitate efficient help desk operations. There are eight standard modules, each designed to manage a specific aspect of customer support. These modules allow businesses to align the user interface with their help desk processes and provide a tailored experience for support agents and customers.

The customization of module settings enables teams to adjust the system based on their unique workflows and requirements. This flexibility ensures that the support system is not only practical but also aligned with the organization's specific goals. 

However, it is essential to note that only users with administrator privileges have the authority to perform these customizations. This ensures that the system's integrity is maintained and modifications are made thoughtfully to support effective customer service operations.

What are Custom Modules?

Modules in Zoho Desk are specialised to hold different types of information related to customer service. For instance, the Tickets module is dedicated to managing customer inquiries, requests, and issues, while the Contacts module gathers and organizes detailed customer information to facilitate personalized interactions.

Given the unique demands of customer support in different industries, it's crucial to have the flexibility to customize these modules. In the health and wellness sector, for example, relevant modules might be tailored to specific stakeholders or assets, such as hospitals, doctors, ambulances, and medications. In contrast, the travel and tourism industry might benefit from modules dedicated to packages, destinations, travel vendors, and bookings.

Zoho Desk enables users to create custom modules tailored to their specific business prerequisites. This customization can be further enhanced by adding custom fields that capture unique data points, implementing data validation to ensure accuracy, and creating field dependencies that conditionally display specific fields based on user selections. 

Organizing data into sections can also significantly enhance the usability of forms, providing a more intuitive experience. This level of adaptability enables every business to optimize its customer service processes for increased efficiency and customer satisfaction.
Info
Managing access to Custom Modules 
Whenever you create a module, the option to define module permissions is available, which allows you to select specific users or roles. Additionally, data sharing is also available for custom modules. If a module is designated as private in data sharing, agents assigned to that particular role will only have access to records owned by them or agents with subordinate roles. 

Working with Modules

Organizing modules 

Organizations can display only the relevant modules and hide the unnecessary ones. The hidden modules will not be shown to your users, irrespective of their profiles. You can also drag and drop modules to change the order in which they are displayed in the menu bar.

Renaming modules

The Zoho Desk system allows module names to be renamed according to industry-specific terminologies. For instance, an e-commerce business might rename the “Knowledge Base” module “FAQ.” Only users with administrator privileges can change module names. 

Unveiling the Desk Modules

When teams implement Zoho Desk, it's important to review each module, understand their functions, and configure the right mix of standard and custom modules to deliver practical support to customers.

Tickets module

The Tickets module in Zoho Desk is designed to organize and present relevant information about support tickets within the help desk system. It enables users to link tickets with other standard modules, providing a detailed overview of ticket activities, outstanding tasks, associated files, solutions, and other relevant information. This module acts as a central point for managing and retrieving all necessary details related to customer support requests, which enhances the support workflow for agents and accelerates response times for customer inquiries.

Accounts module

The Accounts module helps organize tickets and contracts by company to manage support effectively at the organizational level. You can associate an account with specific contacts (individuals) to ensure they receive the agreed-upon service level whenever they submit support tickets through one of the many channels enabled in Zoho Desk.

Contracts module

Most service providers establish a formal agreement with their customers that details the specific types of services to be provided and other requirements, such as response times. This not only sets clear expectations for both parties but also promotes a sense of trust and accountability. The Contracts module makes it easy for support teams to ensure compliance with these agreements and deliver the agreed-upon service levels.

Custom modules

Organizations with unique needs may want to implement additional capabilities not found in the standard modules. In this case, custom modules are invaluable for tailoring solutions that align perfectly with how a company does business. For example, generic modules such as "Customers," "Products," or "FAQs" may not be effective in serving the education sector. Instead, educational institutions can develop bespoke modules, such as "Students," "Teachers," and "Admissions," which directly correspond to their audience and operational needs.

Custom modules can seamlessly integrate with core Desk modules through the use of lookup fields, which makes them much more than stand-alone components. Beyond that, custom modules bring a multitude of benefits, including tailored field customization, automated workflows, and the ability to establish precise access controls to enhance overall operational efficiency and user experience.

Knowledge Base module

The Knowledge Base (KB) module is a self-serve online library of information that enables your customers to access solution articles for addressing various product or service-related queries. Agents can create articles related to your product or service and organize them under custom sections for easy access. 

Dashboard module

Finally, we have the Dashboard module. It serves as a centralized interface that provides users with an overview of key metrics, activities, and performance indicators related to support tickets and customer interactions. 

As teams adopt these modules, they often find many ways to improve their customer support experience, such as using custom fields in their Custom Modules. This allows users to add fields that capture specific information to make their service even more personalized.

Conclusion

A well-structured support system makes a world of difference in customer service. The modules not only simplify workflows but also help teams deliver exceptional service to every customer. Support teams that implement Zoho Desk can transform their customer interactions, resulting in quicker resolutions, more efficient management, and satisfied customers who feel valued by their providers.

 

Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team


    • Recent Topics

    • Zoho Cursor Jumping

      Hi, Zoho Support, We received the below email for a bug when using Zoho on Firefox. Please let us know if there is anything that can be done to solve this issue. Have any other Zoho Mail users reported issues the past few days with Zoho auto-saving drafts

    • tomorrow option within the due date section and drag and drop into calendar

      Firstly, thank you for creating such a well-designed and user-friendly to-do list app. It’s almost perfect for my needs, but I wanted to offer a couple of suggestions that I believe could significantly enhance its usability, particularly for those who

    • low quality videos

      when in puplish videos or reel in social media platforms it pulished in low quality

    • Using Zoho Forms vs Zoho Survey

      Hello - I'm looking for advice on whether to use Zoho Survey or Zoho Forms for our small non-profit. We have a Zoho One subscription, so have access to both. The main use case at the moment is application forms for our professional development programs.

    • Kaizen #200 - Answering Your Questions | Authentication using Zoho CRM Python SDK

      We’re incredibly excited to bring you the 200th post in our Kaizen series! This journey has been as much about listening as it has been about sharing. And today, we’re making both count. Over the past few weeks, we’ve collected your feedback through the

    • Zoho CRM sync

      Just wondering if the plan is for the Zoho CRM implementation to always be just an import and not a sync? At the very least, a one-way sync that kept the data in Tables up-to-date would increase the amount of usecases, but ideally the option to two-way

    • Add serial number in print page list

      How can i add serial number in print page for every entries?

    • Trying to Delete records from Creator not found in CRM

      Hi, In the following script, I am trying to delete records from Creator not found in CRM, but I am getting the error message "Error at line number: 55 Improper Statement Error might be due to missing ';' at end of the line or incomplete expression". Please

    • Can't login to Zoho mail

      I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few

    • REST API for Branch and Budget

      Hi Team, Can you please guide me with the appropriate rest API documentation for fetching Branch and Budget details?

    • STOP FRAUDULENT TRANSACTION IMMEDIATELY

      I DID NOT AUTHORIZE THIS TRANSACTION OR RENEWAL, STOP IMMEDIATELY CHARGING MY CARD I CAN NOT CONTACT SUPPORT, NO ONE IS AVAILABLE ON CHAT PAYMENT ID RPCW2003260759193

    • Best way to handle a credit card download fiasco

      Hi there, hoping that someone knowledgable with book keeping can give me the answer here. One of my credit cards has been integrated with Zoho books and we have been downloading transactions with no issue. The credit card got compromised and was used

    • When Opening Zoho Mail I always get a Tab with an error (See attached image)

      Everytime I open Zoho mail I get this. It is trying to open a deleted email. I already tried going to Settings > While Starting up Changed that option back and forth but this persists. Its annoying. Other than that I love this. Any help would be appreciated.

    • Pre-Registration - Suggestion

      Suggest to add a Pre-Registration feature for non-scheduled events. Scenario is that we have a training academy and would like to collect pre-registrants prior to an actual scheduled event so we can use this as a basis for demand management and scheduling of new events for those expressing interest.

    • Not all messages showing in folders in iOS mail.app

      I have a bunch of emails filed in various folders. Those folders are showing all of the emails in them on Zoho.com and in the Zoho Mail app on my iPhone and my iPad. They also all show up fine in Mail.app on my Mac. The problem is that certain (not all)

    • Where do the 'Archived' mails go?

      I have hit 'Archive' on quite some mails I still needed, but didn't want in my inbox anymore. I obviously thought 'Archive' is not the same as 'Delete', since they don't even pass the trash folder this way, and right now I was looking for one of those

    • Signature image size changing on replied emails

      Hi, Sometimes I see the size of the image I use as signature changes when I open replied emails. Do you know why is this happening? It doesn't seem to happen when I send emails to Gmail though. Signature should look like in attachment "Signature_normal.jpg"

    • Não consigo enviar emails. "Razão:533"

      Não consigo enviar emails. "Razão: 533 Relaying disallowed. Invalid Domain" aparece e me impede de enviar emails... Como resolver o problema?

    • Error when setting up IMAP access in Gmail

      Hi I set up POP3 access via Gmail for my Zoho-hosted domain email. I just tried to change it to IMAP access, however when inputting the settings I received the following error message from Gmail "Missing +OK response upon connecting to the server: * OK

    • Zoholics Europe 2025: Unlocking the Power of Zoho CRM : A Hands-On Workshop

      Why should you attend? At Zoholics Europe 2025, Zoho’s official user conference, you’ll have the opportunity to connect directly with experts and explore powerful tools that help businesses elevate customer experiences. Be sure to attend one of the most

    • "Wrong password or login" Problem to configure Zoho on MAIL App on my Macbook

      Hi, I'm having problems to configure my e-mail on my MAIL App(Macbook pro). My e-mail is hari@trespontoum.net Actually was working perfectly, and still working on my Iphone. My MAIL App prompt me that my login or password is wrong. I tried to change 3

    • How do I delte a mailbox alias

      Hi everyome, I have created a mailbox alias on one of my accounts, but I can't figure out how to delete it again. When I go into the control panel on my super-admin account and click on user details and the settings for the user, I can see the mailbox

    • Allowing vendors to Upload Purchase Invoices against Purchase Order

      Work Flow: Once Project is executed, We send Purchase order to every Vendors asking them to Share the invoice against the same. Most of the time Vendors Send invoices through Mails but our Finance Team miss to book those Purchase Invoices in Zoho Books.

    • Deluge - forward incoming email with original attachments and content but new subject

      I'm working in ZohoMail with a 10GB paid account. Using a filter and a custom function, I can send a new mail with the original email content and a new subject, but I'm struggling to find how to attach the original attachment to a new mail - or even to

    • Error: "The conversation window has expired." on WhatsApp

      Hello, I would like to know why this error appears in the messages within WhatsApp from the CRM: "The conversation window has expired." The question arises because a potential client sent us a message at 11:00 PM and we are responding the next day at

    • How to Sync Desk KB and Sales IQ KB?

      Hi, we have just started to use Desk and are using the SalesIQ Chat. Ideally I'd like to use the 'FAQ' feature on chat (which uses SalesIQ KB) and also allow our customers to use the self-service KB that comes with Desk. Unfortunately they are two different

    • Need help! Unable to send message; Reason: 554 5.1.8 Email Outgoing Blocked.

      Hi Zoho team My account name is senpai.atelier, it’s been few days I can’t send Emails with the same error messages. I’ve raised the issue to support@zohomail.com that doesn’t respond to my query. I wonder if you may help troubleshooting soon.

    • Zoho arrives to Spam on all Microsoft Accounts (Outlook, Hotmail, Microsoft 365)

      I believe this is a very serious issue. All my email accounts in Zoho arrives straight to SPAM. Thing is, a lot of clients rely on email arriving to Inbox, specially on Microsoft Accounts since it is used a lot both for business and personal email sending.

    • Registeration

      I just added the TXT code. What next?

    • Cannot receive password protected zip files

      Hello, I cannot received a password protected attachments. Also all my members in the same domain has the same problems. Can you please help me? Best regrads

    • ERROR 554 5.1.8 Sender Address Blocked code(554)

      We have an email with Zoho ( comercial@bruiser.com.br), but, when we try associate the account in GMAIL, the server shows this message:  554 5.1.8 Sender Address Blocked code(554) I see this error appear when the limits of returns exceded 10 messages,

    • How do I associate pricebooks to a customer?

      I setup a few pricebooks, that worked fine. But now the only thing I can do with it, when I enter a quote or sales order, I can select which pricebook to use, but I have to do this product by product every time I add one. Is there a way to connect a pricebook

    • Zoho mail stopped receiving emails

      Our email are stopped to receive outsider email. i have checked the DSN, it's pointed to ZOho mail. Can anyone help me to fix this issue urgently? Thanks

    • send email from web application

      Hello, I'm experiencing an issue with sending emails from my web application. Here are the configuration parameters currently in use: ini Copia Modifica quarkus.mailer.from=noreply.sedis@mondonovo.net quarkus.mailer.host=smtp.zoho.com quarkus.mailer.port=465

    • Custom CSS in Zoho Form

      Hi, Please let me know, how we can add custom css in Zoho Form.  Thanks

    • Zoho Recruit

      Getting this issue

    • Missing Email

      We recently started using ZohoMail we migrated our users from google workspaces. The migration process seemed to have gone smoothly however not all emails are showing in the inbox folder. For example: If I sort the inbox folder from old to new. (Oldest

    • Client Script Quality of Life Improvements #1

      Since I'm doing quite a bit of client scripting, I wanted to advise the Zoho Dev teams about some items I have found in client script that could be improved upon. A lot of these are minor, but I feel are important none-the-less. Show Error on Subform

    • Account blocked after accessing via VPN

      All my accounts are blocked after using a VPN. I have submitted multiple support tickets without response. It’s critical that my email be restored asap Can you please provide a way to unblock my accounts

    • Exchange Rate Updates

      Hi, It would be great that when you work with multiple currencies, the exchange rate updates automagically every day (as seen on Zoho Books) or at least that when you create/update an opportunity the exchange rate could be manually updated, or maybe both!

    • Next Page