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Hi team,

I have created 2 custom fields in our Accounts Module would like them to show in our ticket information. 

We don't have Enterprise so I cannot do it via a workflow, but I know you can do lookup fields to link modules. How would I go about making this happen? We have the Professional edition of ZohoDesk.

Many thanks,
Sarah

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Hi
,

When choosing this option, you'll need to manually map the respective module to the Ticket using the Lookup field. Once done, the custom value will auto-fetch between the modules. Here’s how you can set it up:

  1. Navigate to Setup -> Customization -> Layouts and Fields -> Layouts (Ticket).
  2. Add a Lookup field:
    • Module to Lookup: Add the Account module.
    • Advanced Settings: Enable.
    • Autofill: Enable "Autofill the layout fields with values from the selected lookup record."
  3. Map the values between both modules (ensure they share the same field type).

Here’s a live UI screenshot for reference,

Give this a try, and let us know how it works!

Cheers,
Shivani | Zoho Desk


  • 30 days ago

Hi Shivani,

Thanks so much - this looks super helpful! I may need a little more help as currently the value is not coming through. Please take a look at the below and let me know what I could be doing better.



Again, I really appreciate your help.

Kind regards,
Sarah

Hi
,

Unfortunately, the Auto-fill part is missing from the screenshot. Could you scroll-down and share that detail to analyze this better?

Regards,
Shivani | Zoho Desk

  • 30 days ago

Hi Shivani,

Well I am a goose. Here it is.


Hi

 :)

You’ve set it up perfectly! This should work seamlessly. Just to re-confirm the process:

  1. Open the Ticket.
  2. In the "Support Project Number Lookup" field, select the respective Account.
  3. The "Support Project Number" from that Account’s record should auto-fill in the ticket’s "Support Project Number" field.

If you’re noticing a different behavior, feel free to share a screen recording with us at support@zohodesk.com, and we’ll help analyze this further.

Cheers,
Shivani | Zoho Desk


  • 28 days ago

Hi Shivani,

Oh wonderful, I didn't realise that is how it works. Is there a way to autofill the lookup field with the Account field of the contact?

Kind regards,
Sarah

Hello

 , I understand that you’d like to automatically populate certain fields from the account module based on the account name associated with the ticket. However, in this scenario, we’ll still need to rely on custom functions. The option Shivani suggested would only work for custom lookup fields that automatically fill the necessary fields from the module linked to the ticket. 
Sorry to disappoint you.

Regards,
Ajith | Zoho Desk

  • 27 days ago

Thanks for letting me know, I appreciate both you and Shivani's help :)

Kind regards,
Sarah

Happy to be of help, Sarah.

Regards,
Ajith | Zoho Desk

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