First Insight - Find your Fields
The Wheels of Ticketing - Desk Stories
Find your Fields
What are fields?
Fields are crucial in ticketing modules that capture information about Tickets, Customers, Organizations, Products, and more. Depending on the kind of data being stored, users can choose from various types of fields, including Date, Date/Time, Picklist, Single-line, and Multiline.
Desk offers standard fields that cater to everyday business needs, such as Company name and Email address. It also allows the addition of custom fields based on specific business requirements. A layout is comprised of both standard and custom fields.
Types of fields
Standard Fields
Organizations can display or hide standard fields within each module according to their needs. Notably, mandatory fields defined by the system, such as Departments and Contact Name, cannot be modified or removed. Any alterations made to the standard fields within a layout will apply organization-wide.
Custom Fields
Alongside the standard fields, Desk provides the opportunity to add custom fields tailored to specific industry needs, including types like string, decimal, integer, currency, and checkbox. For instance, a custom field titled "Referred By" can be created to track customer referrals. However, it's worth mentioning that these custom fields will only be available within the department where they were made. Custom fields can be added to various modules, including Contracts, Time Entry, Agents, Tickets, Contacts, Accounts, Products, Calls, Tasks, and Events.
A story for better comprehension of using fields
The Ticketing Turnaround at Crazy Fitness
Crazy Fitness, a popular fitness studio chain, was struggling to keep up with its rapidly growing customer base. The support team was inundated with tickets, and response times were suffering.
Rachel, the support team lead, knew they needed a better system. She implemented a new ticketing system by choosing the right fields and creating the necessary custom fields, focusing on:
- Multi-channel support: Rachel configured the system to manage requests from multiple channels, such as email, social media, and live chat.
- Knowledge base: She developed a thorough knowledge base, enabling customers to find solutions to their queries independently.
- SLA management: Rachel set up well-defined service level agreements (SLAs) to guarantee prompt responses and resolutions.
With the new ticketing system, Crazy Fitness:
- Reduced ticket volume: By 20%, as customers found answers in the knowledge base.
- Improved response times: By 50%, thanks to automated routing and SLA management.
- Increased customer satisfaction: By 30%, as customers received timely and personalized support.
As Crazy Fitness continued to expand, Rachel's team used the ticketing system to identify trends and optimize their support process. They even launched a customer feedback program, using ticket data to inform product development and improve the overall customer experience.
Crazy Fitness's commitment to customer support helped the company maintain its reputation as a leader in the fitness industry.
Overview of fields
In the newly set Crazy Fitness ticketing help desk system, fields typically refer to the different pieces of information that can be captured or displayed for each support ticket. Here are some standard fields you might encounter:
Ticket Fields
- Ticket ID/Number: A unique identifier is assigned to each ticket
- Subject: A summary of the issue or request
- Description: A detailed account of the problem or question being addressed
- Category: The type of issue (e.g., technical support, billing questions, general inquiries)
- Priority: The urgency level of the ticket
- Status: The current state of the ticket (e.g., open, in progress, resolved)
- Assignee: The agent or team designated to handle the ticket
- Requester: The individual who submitted the ticket
Contact Fields
- Name: Customer's full name
- Email: Customer's email address
- Phone: Customer's phone number
- Organization: Customer's company or organization
Custom Fields
- Age - Age of the fitness enthusiast
- Height - Height of the fitness enthusiast in centimetres
- Weight -Weight of the fitness enthusiast in kilograms
- Diet Plan - A balanced diet plan prescribed to the fitness enthusiast for a healthy lifestyle
Additional Fields
- Tags: Keywords or labels to categorize and filter tickets
- Attachments: Files or screenshots added to the ticket for context
- Conversation History: Record of all interactions related to the ticket
- Custom Fields: User-defined fields to capture specific information relevant to a business
Reporting and Analytics Fields
- Created Date: Timestamp when the ticket was created
- Resolved Date: Timestamp when the ticket was resolved
- Resolution Time: Time taken to resolve each ticket
- Agent Performance: Metrics to evaluate agent efficiency and effectiveness
Takeaway
These fields help you manage, track, and analyze customer support requests efficiently, ensuring timely resolutions and improved customer satisfaction.
These fields can vary depending on the help desk software being used, and some systems offer customizable fields to suit specific organizational needs better.
Please stay tuned for more Desk Module stories.
Cheers,
Kavya Rao
The Zoho Desk Team
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
porselvan
Shivani | Zoho Desk
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
Cancel Subscription
Hi , Im want to cancel my account but without success please help me to do itMaking an email campaign into a Template
I used a Zoho Campaign Template to create an email. Now I want to use this email and make it a new template, but this seems to be not possible. Am I missing something?Direct Access and Better Search for Zoho Quartz Recordings
Hi Zoho Team, We would like to request a few enhancements to improve how Zoho Quartz recordings are accessed and managed after being submitted to Zoho Support. Current Limitation: After submitting a Quartz recording, the related Zoho Support ticket displaysMultiple Cover Letters
We are using the staffing firm edition of Recruit and we have noticed that candidates cannot add more than one cover letter. This is a problem as they might be applying for multiple jobs on our career site and when we submit their application to a client,URGENT: Deluge issue with Arabic text Inbox
Dear Deluge Support, We are facing an issue that started on 12/Feb/2026 with custom functions written using Deluge within Qntrl platform. Currently, custom functions do not accept Arabic content; it is replaced with (???) characters. Scenario 1: If weFile Conversion from PDF to JPG/PNG
Hi, I have a question did anyone every tried using custom function to convert a PDF file to JPG/PNG format? Any possibility by using the custom function to achieve this within zoho apps. I do know there are many third parties API provide this withNow in Zoho One: Orchestrate customer journeys across apps with Zoho CommandCenter
Hello Zoho One Community! We’re excited to introduce Zoho CommandCenter as a new capability available in Zoho One. For the whole customer journey As Zoho One customers adopt more apps across sales, marketing, finance, and support, a common challenge emerges:annualy customer report
we need a report per customer that looks like this invoic number cleaning laundry repair management 01 january xxx euro xx euro xx euro xxx euro 02 february xxx euro xxx euro x euro xxxx euro and so on the years 12 months is that possible to make andTotals for Sales Tax Report
On the sales tax report, the column totals aren't shown for any column other than Total Tax. I can't think of a good reason that they shouldn't be included for the other columns, as well. It would help me with my returns, for sure. It seems ludicrousFree Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures
Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. JoinExported Report File Name
Hi, We often export reports for information. It is time consuming to rename all the reports we export on a weekly basis, as when exported their default name is a seemingly random string of numbers. These numbers may be important, I'm not sure, but I amAutomatic Refresh on Page?
Hi everyone, We use a page as a dashboard which shows data for the laboratory and tasks pending etc. Is there a way to set the page to automatically refresh on a X time? Many thanks TOGAdd RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)
Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career SiteDefault Reminder Time in New Tasks or New Event?
Any way to change this from 1:00am? Thanks, Gary Moderation Update (February 2026): With the Calendar preferences, the default reminder time for Meetings, Appointments and All-Day Meetings can be set. Read more: Calendar preferences in Zoho CRM RegardingDynamic Field Folders in OneDrive
Hi, With the 2 options today we have either a Dynamic Parent Folder and lots of attachments all in that one folder with only the ability to set the file name (Which is also not incremented so if I upload 5 photos to one field they are all named the sameRight Shift key not sending to Zoho Assist environments
I'm unable to use Right Shift key in Zoho environments. Zoho environments are Win10. Computer I access from is Win 11. Issue started when I changed to Win 11. Have tried: - Multiple browsers - web client AND desktop client - 3rd party mapping tools toAbout Meetings (Events module)
I was working on an automation to cancel appointments in zoho flow , and in our case, we're using the Meetings module (which is called Events in API terms). But while working with it, I'm wondering what information I can display in the image where thePDF Annotation is here - Mark Up PDFs Your Way!
Reviewing PDFs just got a whole lot easier. You can now annotate PDFs directly in Zoho Notebook. Highlight important sections, add text, insert images, apply watermarks, and mark up documents in detail without leaving your notes. No app switching. NoAbility to assign Invoice Ownership through Deluge in FSM
Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. ThisHow do you do ticket add ons in Backstage?
Hi Everyone, If you wanted to have general admin tickets and allow for add ons, like camping, or car or Carbon offset. What would you do? Peace RobinFrom Zoho CRM to Paper : Design & Print Data Directly using Canvas Print View
Hello Everyone, We are excited to announce a new addition to your Canvas in Zoho CRM - Print View. Canvas print view helps you transform your custom CRM layouts into print-ready documents, so you can bring your digital data to the physical world withvalidation rules doesn't work in Blueprint when it is validated using function?
I have tried to create a validation rule in the deal module. it works if I try to create a deal manually or if I try to update the empty field inside a deal. but when I try to update the field via the blueprint mandatory field, it seems the validationPull cells from one sheet onto another
Hello all! I have created an ingredients database where i have pricing and information and i want to pull from that database into a recipe calculator. I want it to pull based on what ingredient I choose. The ingredients database has an idea and i wantEmails Failing with “Relaying Issues – Mail Sending Blocked” in ZeptoMail
Hello ZeptoMail Support Team, We are facing an email delivery issue in our ZeptoMail account where emails are failing with the status “Process failed” and the reason “Relaying issues – Mail sending blocked.” Issue Details Agent Name: mail_agent_iwwa FromHow does Zoho handle support operations for our EU users?
Dear Zoho users, We have some news and reminders about how we handle support operations for Zoho users in the EU Data Center. This is part of our broader commitment to ensuring GDPR compliance and providing secure data handling for all users. We'd likeLayout Adjustment.
Hello Latha, Hope you are doing well. I wanted to check with you about adjusting the layout columns in the Service Report from the backend, as currently there is no capability for us to customize the layout from our end. Below is the output that I amAnyone in Australia using Zoho Books AND has their account with NAB?
Hi I have an account with both NAB and Suncorp. Suncorp transaction come in the next day however NAB transactions take 4-5 business days to appear. eg: A deposit made today in my Suncorp will be imported into Zoho tomorrow. A deposit made today to the NAB account will be imported maybe Saturday (Friday overnight). I have contacted both Zoho and NAB but noone seems to know why. I was just wondering if anyone else in Australia uses NAB and has this issue (or doesn't) maybe we could compare notes andZoho Often Lag
Desk Team, We've noticed that Desk, Creator & other apps seems to lag more these days. We often refresh multiple times.Importing into the 'file upload' field
Can you import attachments into the file upload field. I would expect it to work the same way as attachments do, But can't seem to get it to work. Moderation Update: The option to import into File Upload and Image Upload fields has been supported. ReadLayout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. NowWhy is the ability Customize Calls module so limited?
Why can't I add additional sections? why can't I add other field types than the very limited subset that zoho allows? Why can I only add fields to the outbound/inbound call sections and not to the Call Information section?Zoho Desk blank screen
opened a ticket from my email, zoho desk comes up blank, nothing loads. our receptionist also gets the same thing under her login on her computer. our sales rep also gets same thing on zoho desk at his home on a different computer. I tried clearing cache/history/cookies,Optimum CRM setup for new B2B business
Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I havefilter on sheets mobile (iOS, iPadOS) does not work
I have this issue on every spreadsheet, whether imported or created natively in Zoho Sheets. I can use on desktop without issue: desktop screenshot on iOS the filter dropdowns are not there and there is no way to add them mobile iPadOS looks the sameCanva Integration
Hello! As many marketing departments are streamlining their teams, many have begun utilizing Canva for all design mockups and approvals prior to its integration into Marketing automation software. While Zoho Social has this integration already accomplished,Can't edit Segments
Happening with 2 different Zoho One environments, in different browsers. Please fix.Error 554 Email Outgoing Error
Our email address (info@tvbhouston) was recently migrated to a new domain host on WordPress, and our SSL certificate is still pending. We would like to continue using your service, but we are currently unable to send emails. Could you please re-enableTransfer ownership of files and folders in My Folders
People work together as a team to achieve organizational goals and objectives. In an organization, there may be situations when someone leaves unexpectedly or is no longer available. This can put their team in a difficult position, especially if thereConsumer Financing
Does Zoho currently have a payment gateway (such as Stripe, Square, etc) which offers financing for customers? So, let's say the estimate we give the customer is greater than what they can afford at the time, but we can sell the service now, letting themSubform edits don't appear in parent record timeline?
Is it possible to have subform edits (like add row/delete row) appear in the Timeline for parent records? A user can edit a record, only edit the subform, and it doesn't appear in the timeline. Is there a workaround or way that we can show when a userNext Page