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

    • WorkDrive TrueSync now supports ARM64-based Windows devices!

      We’re excited to announce that the Zoho WorkDrive TrueSync app now fully supports Windows devices with ARM64 architecture! Whether you're working on an ARM-based device or an x64 processor, you can now enjoy the same seamless file synchronization experience

    • Option to Disable Download for Documents Shared via Permalink

      Dear Zoho Writer Team, Currently, when sharing a Writer document using the regular permalink (Collaborators with external users), there is no option to restrict the ability to download the document. While the external share link allows such restrictions,

    • How to Download a File from Zoho WorkDrive Using a Public Link

      How to Download a File from Zoho WorkDrive Using a Public Link If you're working with Zoho WorkDrive and want to download a file using a public link, here's a simple method to do so using API or a basic script. This approach helps developers or teams

    • domain not verified error

      Hi when i try to upload a video from zoho creator widget to zoho work drive iam getting domain not verified error.I don't know what to do .In zoho api console this is my home page url https://creatorapp.zoho.com/ and this is my redirect url:www.google.com.Iam

    • Live Webinar: Getting Started with Zoho WorkDrive - A Complete Overview

      Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to set up your team, bring in your data, and make the most of WorkDrive’s collaboration, organization, AI, and security capabilities. This session is perfect for anyone

    • Calendly One-way sync- Beta Access

      Hello Community, Many of our Zoho Calendar users have expressed their interests in Zoho Calendar and Calendly integration. We've been tightly working on with Calendly team to provide a two-way sync between Calendly and Zoho Calendar. However, there have

    • The year that was at Zoho Calendar 2023- Part 2

      In continuation with our previous post on all the exciting updates and improvements that have shaped Zoho Calendar over the past 12 months, Lets delve into more: Bring your calendars together- Introducing Zoho Calendar and Outlook calendar synchronisation

    • Tip of the week #18: Change the event organizer in Zoho Calendar.

      We cannot always be available to conduct an event when we organise one. In these circumstances, you can use Zoho Calendar to change the event organizer at any moment before the event begins. This way, you can avoid cancelling the event while still taking

    • Tip of the week #20: Create and manage multiple personal calendars.

      Zoho Calendar provides users with the facility to create and manage as many calendars as required. All these calendars can be managed and edited as per user requirements. You can alter the calendar view, make changes to the calendar theme, share the calendar

    • Tip of the week #24: Subscribe to the calendars of a Zoho Calendar user.

      Calendars that are created by Zoho Calendar users can also be added to your Zoho calendar. All public calendars listed by the users will be available when you enter the email address. You can choose the calendar you need to subscribe to. Once the email

    • Tip of the week #26: Import/ Export calendars in Zoho Calendar.

      Any calendar on the web or calendars that you create in any other calendar application can be imported in to Zoho Calendar. This will help you to add the events from the calendars that you import to your Zoho Calendar. You also have the option to export

    • Removing calendar for zoho email group

      How do I make it so that an email group created in Zoho Mail does NOT have a calendar? I have a couple groups for our phone systems voicemails - one for each department. Voicemail recordings are sent to this groups email address so they have access to

    • Tip of the week #27: Edit personal calendars in Zoho Calendar.

      In Zoho Calendar, the personal calendars you create can be edited to make changes you need to make. Edit a Personal Calendar The following changes can be made to the personal calendar by editing it: Calendar title Calendar color Reminders and Description

    • Tip of the week #28: Show/ hide, enable/ disable and empty/ delete your calendars in Zoho Calendar.

      The popularity of online calendars has soared in recent years. It's used both for personal and professional reasons. Calendars have evolved into an effective productivity tool in our lives, from creating events for birthdays and anniversaries to scheduling

    • Tip of the week #30: Share calendars publicly in Zoho Calendar.

      In Zoho Calendar, calendars that are created under My Calendars can be shared publicly. Making your calendar public allows others to view it. When you need to share your calendar with a larger group, public sharing can help. You can restrict others from

    • Tip of the week #31: Share your personal calendars within organization.

      Keep your Organization members aware of what's happening. In Zoho Calendar, you can share your personal calendar with all the members in your organization using the Share with org option.When you enable org sharing for a particular personal calendar,

    • Tip of the Week #33: Appointment scheduler in Zoho Calendar.

      In Zoho Calendar, you can use the Schedule Appointment option to share your appointment request form with the public, allowing people to fill out the form to request an appointment with you. This form can be embedded on your website or blog. Visitors

    • Tip of the Week #34: Embed Calendars using Zoho Calendar

      You can make your calendars public and visible to the general public by embedding them in your websites/blogs using Zoho Calendar. You can use the embed code to add your own calendars to your website's/ blog's HTML code, and the calendar will appear on

    • Tip of the week #35: Migrate to Zoho Calendar from Google Calendar.

      If you are looking to move your Google Calendar events to Zoho Calendar, never worry about missing out the events from your Google Calendar. You can migrate the events from Google Calendar using the export option and import it to Zoho Calendar and manage

    • Tip of the week #36: Migrate to Zoho Calendar from Outlook Calendar.

      If you've been using Outlook calendar and looking to migrate to Zoho Calendar, you can seamlessly export your calendars from Outlook and import them into Zoho Calendar without losing any events, participants, and the reminders set for each event. To migrate

    • Shared calendar issues and duplications

      Apparently there was a calendar update?  Now when I schedule an event for a team member that has shared his calendar with me, the event makes me the organizer and adds the event to my calendar as well.  Previous to this "update" I would scheduled an event

    • Subscribed Calendar

      Hi i have subscribed to a calendar for Holidays in Canada it shows all the holidays perfectly but every one of them has the word Canada before the rest of the name is there a way to remove that word Canada? It takes up a lot of space in the square on

    • The year that was at Zoho Calendar 2023- Part 1

      Hello, amazing community members! Happy new year from all of us here at Zoho Calendar. As we begin the new year, we'd like to thank each and everyone of our community members for your unwavering support and love that you have shown for Zoho Calendar.

    • Zoho Calendar 2024: A Year in Review

      Hello, community members! Happy new year from all of us here at Zoho Calendar. As we turn the page to a new year, we extend our heartfelt gratitude to every member of our Zoho Calendar community for your continued support and enthusiasm. Your feedback

    • Zoho Calendar not syncing correctly with personal Google Calendar

      Coming to this forum as Zoho Calendar support team is not responding, any more. For the past 8 weeks, I have been having an issue with Zoho Calendar not syncing with my personal Google Calendar correctly. I subscribed to Zoho Calendar iCal in my personal

    • MTA - BAD IP reputation by outlook/hotmail

      Messages to Microsoft email servers are bouncing back due to poor reputation. Message: 4.7.650 The mail server [136.143.188.206] has been temporarily rate limited due to IP reputation. For e-mail delivery information see https://postmaster.live.com (S775)

    • Zeptomail API error 500 internal server error

      Hi Everyone, getting this eror continuously! Can anyone please guide around the same! Zeptomail API error 500 internal server error Best Regards

    • Waiting multiple days to buy credits, causing my website to suffer

      So I own a fairly large website that gets a lot of registered users. I use transmail send activation emails, and also forgot password emails. I sent an email to zoho's presales team when I was only at 4K/10K emails sent, hoping to buy more credits before

    • Follow up

      Hello, I sent a message 2 days ago but I don't receive any response and I cannot find my ticket here. this is the ticket: Your ticket has been created with the ticket ID 68925465 and subject "Fwd: Fishing-alert" looking forward to seeing your response.

    • What's new in TransMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! We've recently crossed the 6 months mark of TransMail's launch. In this time post our launch, we have been constantly working on updating our platform and adding new features

    • June 2021 in TransMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well. If you're doing less than fine, we truly hope that things only get better for you.  We've had a few updates in the past month

    • TransMail has a new name—ZeptoMail!

      Tried navigating to TransMail's community forum but see a different name now? That's because TransMail has a new name. TransMail is now ZeptoMail! As we’ve grown from an internal service used mainly by other Zoho products to an up-and-coming competitor

    • July 2021 in ZeptoMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well.  We've had a few updates in the past month in ZeptoMail—some new features and some important announcements. Take look at what

    • Send Email From the ZeptoMail BY API

      What is Zeptomail:- Transactional email service with reliable and fast delivery How we can Create a Connection for Zeptomail in Zoho CRM Go to the Setup Click on Connection Enter Connection Details:- Generate Consumer Key & Consumer Secret Using Zoho

    • Customer email on Opencart 3

      When I place an order, 2 emails are sent: 1) administrator 2) to the user The administrator receives a beautiful letter, but the user receives a damaged letter (see screenshot). What could be the problem?

    • [Announcement] Insert image from URL changes in Zoho Writer

      Hi Zoho Writer users! We'd like to let you know that we've changed the behavior of the Insert image from URL option in Zoho Writer for security reasons. Earlier behavior Once you inserted an image URL in a Writer document, the image would be fetched from

    • Dynamic Signature - Record owner

      Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to reference

    • Writer sing up problom

      Zoho writer sing up prolom face

    • Unable to copy into a new document

      Whe I create a new Writer doc and attemp to copy and past I get this message. The only way to copy into a document is I duplicate an existing document, erase the text and save it under a different name and then paste the information. Not ideal. Can you

    • [Webinar] Live demos and user Q&A with Zoho Writer product experts

      Join us on June 12, 2025 for live demos based on your use cases and real-world scenarios raised via form. This is also an opportunity to get your questions answered directly by product experts from the Zoho Writer team. Webinar agenda Live demos based

    • Next Page