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.
Lookup fields help display related information, filter data based on related fields, and manage complex relationships between different modules.
In 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.
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
Also read:
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Unusual activity detected from this IP. Please try again after some time
When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone helpCancellation of written-off invoice
Hi, Can I know when we cancel the write off (write back), in which FY, the reversal is recorded. It doesn't ask as to when the write off should be cancelled to reflect!. It shouldn't reflect in the year in which the invoice was written off since the YearCreate Invoice automated with Package
Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JSI want to create a mailing list, NOT a group.
Can I create a mailing list in Zoho mail? I just want to be able to make a list of email addresses and give the list a name. Then when I type the list name, the list of email addresses will be automatically listed. When I create a group it sends an emailhow to download all my files
We are in the middle of zoho docs to zoho workdrive migration. I can not access my zoho docs page. I get redirected immediately to a zoho workdrive page. I would like to download all my files so that I have a backup in case something goes wrong with theExport Invoices to XML file
Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunitiesno me llegan los correos a Zoho mail
No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? graciasGroup Calendar as Default for adding new events, etc?
Hi, I want to make the group calendar (that I created, if that makes a difference) the default for anything new I add to the calendar. How can I do that? thanks.Bookmark Loading is Buffering
Hi, i clicked on the bookmark tab, around yesterday and since then it's been constantly buffering and doesn't allow me to access the mail's i have tried login in and out but of no help also trying to share a screenshot of the issue around 232 kb size,Zoho Webinar custom registration fields into Zoho CRM
I am pushing webinar registrations into zoho crm as leads and this is working fine. I have added a few custom fields to my webinar registration and I wish for these fields values to get mapped into the resulting CRM lead record. I am not seeing anywhereGitLab Extension for Zoho Desk: Connecting support and development for faster resolutions
Hello everyone! We’re excited to introduce the GitLab Extension for Zoho Desk, an integration that bridges the gap between support and development teams. This allows tickets to be converted into actionable GitLab issues for faster resolutions, betterDownload Google Drive Shared Image/File Using Deluge – Complete Guide
Download Google Drive Shared Image/File Using Deluge – Complete Guide When working with Google Drive share links inside Deluge, many developers face a common challenge: 👉 How can we download a Google Drive file directly using Deluge? This article explainsHow to update Acuity appointment fields from Zoho Flow?
Hi, I need help with Zoho Flow → Acuity Scheduling integration. What I’m doing Appointment created in Acuity Zoho Flow creates a Zoho Calendar event I want to send the Zoho Calendar Event UID back into Acuity (into a custom form field) This is so thatError due to - 'Internal Exception' when uploading Sign-generated PDF file to workdrive via Deluge in Zoho CRM
Hi I wasnt getting this error a few days ago and my code had not changed, so I'm wondering if there's a Zoho bug somewhere? I am downloading a PDF file from a Zoho Sign url using invokeurl and then uploading it to a Workdrive folder using zoho.workdrive.uploadFile.When will Zoho Learn be able to support SCORM files on the mobile app?
When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I willNo horizontal scroll bar in reports
Hi support team, I created a pivot table report which contains many columns (in my application about 15). The problem is that there is no bottom scroll bar to display colums that does not fit within the browser page. I saw that it was possible to resize colums, but colums sizes are not saved within the session. So could you add scroll bar, and eventually make colums sizes stored in the user session ? Best regards,Zoho Map integration tasks have changed - you need to "Locate all instances of Zoho Map integration tasks in your Deluge scripts by searching for the v1 marker... before 16 January 2026"
Details of an issue specific to Zoho CRM + Deluge Functions (originally posted in this forum) can be found here: https://help.zoho.com/portal/en/community/topic/zoho-map-integration-tasks-have-changed-you-need-to-locate-all-instances-of-zoho-map-integration-tasks-in-your-deluge-scripts-by-searching-for-the-v1-markerfilter broke my data
I uploaded a file recently from Sheets and it has top 2 rows frozen, with table headers in second row and each one is filterable. somehow my first 2 columns became unfiltered and no matter what I do I cannot reapply the filter?? also didn't realize theyRequest to remove domain "greentechcoatings.vn" from previous Zoho account
Hello Zoho Support, I would like to register the domain "greentechcoatings.vn" in my new Zoho Mail account, but I receive the message "This domain is already associated with another account". Please remove the domain from any previous/unknown accountTrigger actions in third-party apps using Zoho Flow
Greetings, I hope you're all doing well. We're excited to share an enhancement to Bigin's workflow capabilities. Zoho Flow Actions are now available in Bigin, enabling you to automate tasks across third-party applications directly from your workflow andEnroll, Script, Win: Hackathon 2025!
Hello CRM Developers! Are you ready to create some magic with Client Script, Widgets and Functions in Zoho CRM? Let’s make Hackathon 2025 an unforgettable adventure! The Zoho Developer Community Hackathon 2025 is here, and it’s your time to shine! REGISTERZoho Help Desk - Not receiving emails
Hello… I am on your trial version of help desk… and I am having trouble getting emails from Zoho Help Desk to my MS Outlook Exchange Server… So when a customer sends ticket request I am not getting an email with a notification? I have read your articlesAlmost all Flows are being queued
A few days ago I saw one of my Flows status was Queued. This was the first time this had ever happened. Now, almost every Flow that triggers is Queued for at least a few minutes. If I re-trigger the Flow (which causes separate problems) they sometimesEmployment Contract / HRMS Documents - Zoho People
How do I create customized HR documents for disbursal from Zoho People ? Example, say offer letters ? appointment letters ? Memos ? We want to be able to preset these in one or ther other form and issue them to employees who are in Zoho People.Live webinar: Craft and deliver impactful slides with Show’s desktop apps
If you love the comfort of working on your desktop and want a setup that keeps you focused and uninterrupted, this session is made for you. We’re excited to invite you to our upcoming live webinar: "Craft and deliver impactful slides with Show's desktopEnhancements to Bigin's forms
Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to Bigin's forms. We'll go over each one in detail. Merge field support in auto-filled forms The auto-fill option in Bigin's forms lets you predefineTable dimensions
I try changing the dimensions of the table on my computer but it doesn't change. Do I have to be a premium member or does it only work on the app?Direct link to Record Summary
Hi everyone, In one of my reports, I have built a Record Summary template to display the details of one record. I would like to be able to link directly to this Record Summary once I submit a new record, without having to go to the list of records first and click on View. Is there a possibility to do so ? Should I use the URL by passing some parameters ? Thank you very much for your help ! GuillaumeAPI Support for Creating Invoices with Batch-Tracked Items
Hi Zoho Community, I am working on an integration where we create invoices in ERPNext and push them to Zoho Books. I need to send batch-tracked items (batch numbers) when creating invoices. I could not find any reference in the Zoho Books API documentation.Amendment effective date
Hi everyone, I noticed that the amendment effective date mentionned in my amendment is not right. Indeed, when a contract is amended several times, it states the previous amendment and their effective date. However, the effective date stated is alwaysSTOCK history in zohosheets
is it possible to get historical stock value using stock function in zoho sheets? i could not see from and to period in the helper document.Auto sync Photo storage
Hello I am new to Zoho Workdrive and was wondering if the is a way of automatically syncing photos on my Android phone to my workdrive as want to move away from Google? ThanksText/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" asAgent password reset
Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? RegardsCan receive but not send messages in Zoho Mail
Hello! I was able to configure my email client successfully in that I can receive messages just fine. However, when I send messages out, they seem to go out fine (I don't receive any errors or anything), but the recipient does NOT receive those messages.Mail is sent twice!
Been using Zoho for a while now. Installed Zoho for someone else and some weird things are happening. Mails are being sent twice. He is using Thunderbird as an email client. I already read about email being duplicated in the sent folder. But in my caseCan't login IMAP suddenly
Since this evening I'm getting the error: You are yet to enable IMAP for your account. Please contact your administrator... IMAP always been enabled in my account and was workign fine for the past 7 years. Already tried turning IMAP off and on again.Sending of username did not succeed: Mail server pop.zoho.com responded: User already specified
I am having issues receiving emails from Zoho in Thunderbird. I am getting the above error. The first error tells me Authentication failed, and prompts me to enter in my password. Then I get the above error. I can receive emails when I log in online toBug tracking
Hi, does anyone know how to track errors during picking or packing? This way I can keep track and see how to improve and prevent errors in this area.Exact match in name when searching workdrive
Hello, I am wondering how to search workdrive files/folders with an exact match in the name. For example, when I search across folder with the url param search[name]=someName, I get multiple results such as "someName", "someNameAndMore", or "someNameNext Page