Formula Fields for Zoho Desk Custom Fields

Dear Zoho Desk Team,

I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket.

Current Limitations:

Currently, Zoho Desk custom fields accept static data entries. The inability to perform calculations based on other fields limits automation and data analysis capabilities.

Benefits of Formula Fields:

The introduction of formula fields would offer several advantages:

Automated Calculations: Automate calculations for values in custom fields, streamlining data entry and reducing potential errors.

Enhanced Reporting: Use formula fields to generate more insightful reports based on calculated values within custom fields.

Improved Efficiency: Eliminate the need for manual calculations based on multiple custom fields, saving time and effort.

Inspiration from Zoho Creator and Forms:

Similar functionality already exists in Zoho Creator forms and Zoho Forms with their formula field options. Integrating this functionality into Zoho Desk would provide consistency across the Zoho suite and leverage existing user familiarity with formula fields.

Proposed Functionality:

The formula field feature in Zoho Desk custom fields could replicate existing functionalities found in Zoho Creator and Forms, allowing users to:

Define Formulas: Create formulas using available functions and references to other custom fields within the ticket.

Display Calculated Values: The formula field would display the calculated result based on the defined formula.

Conclusion:

Adding formula fields to Zoho Desk custom fields would significantly enhance data management capabilities. Automating calculations, generating more insightful reports, and improving data analysis would lead to better decision-making and increased efficiency within customer support operations.

Thank you for your time and consideration.

Sincerely,
Ram

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