Standard Modules and Fields

Modules are similar to folders in the computer where different files such as documents, pictures etc. are stored. Organizations too have to store data that are used for different business purposes. Customer details, products they purchase, support enquiries they raise, contract details and more must be stored in a single place that is secure yet accessible when needed by the respective people.

Zoho Desk provides a set of predefined modules are also referred to as Standard Modules where organizations can store relevant data. These modules or tabs can be accessed from the top panel of the account. Listed below are the standard modules available in Desk:

Tickets
Accounts
Contacts
Products
Tasks
Calls
Events
Contracts
Time Entry

The tables below give the list of standard fields that are available in the above modules.

Tickets

Field Name	Description	Data type	Maximum Limit
Department	Specify the department of the ticket	Pick List	-
Account Name	Select the account related to the ticket	Look up	-
Contact Name	Select the contact related to the ticket	Look up	-
Ticket Owner	Select the name of the agent to whom the ticket is assigned	Pick List	-
Status*	Select the status of the Ticket from the drop-down list	Pick List	-
Subject*	Specify the title of the Ticket. This field is mandatory	Text box	Alphanumeric(255)
Product Name	Select the product name related to the ticket	Look up	-
Category	Select the category of the ticket	Pick List	-
Sub Category	Select the sub-category of the ticket	Pick List	-
Classification	Select the classification of the ticket	Pick List	-
Due Date	Specify the due date for the ticket	Date/Time	-
Email	Specify the Email ID of the Requestor	Email	Alphanumeric and Special characters
Description	Specify the details about the ticket	Text Area	32000 characters
Channel	Select the channel through which the ticket was received	Pick List	-
Phone	Specify the phone number of the requestor	Text box	Alphanumeric(30)
Priority	Select the priority of the Ticket from the drop-down list	Pick List	-
Resolution	Specify the solution provided	Text Area	32000 characters

Accounts

Field Name	Description	Data type	Maximum Limit
Account Name*	Specify the company name. This field is mandatory	Text Box	Alphanumeric(100)
Account Owner	Select the name of the user to whom the account is assigned	Look up	-
Email	Specify the official e-mail address of the account	E-mail	Alphanumeric and Special characters
Description	Specify any other details about the account	Text Area	32000 characters
Industry	Select the type of industry from the drop-down list	Pick List	-
Annual Revenue	Specify the annual revenue of the account	Numeric	Integers(10)
Website	Specify the URL of the company's Web site	URL	Alphanumeric(30)
Phone	Specify phone number of the account	Text box	Alphanumeric(30)
Fax	Specify fax number of the account	Text box	Alphanumeric(30)
Street	Specify the street address of the account	Text box	Alphanumeric(250)
City	Specify the name of the city where the account is located	Text box	Alphanumeric(30)
State	Specify the resident state of the account	Text box	Alphanumeric(30)
Country	Specify the resident country of the account	Text box	Alphanumeric(30)
Code	Specify the zip code of the account	Text box	Alphanumeric(30)

Contacts

Field Name	Description	Data type	Maximum Limit
Contact Owner	Select the name of the user to whom the contact is assigned	Look up	-
First Name	Specify the first name of the contact	Text box	Alphanumeric(40)
Last Name*	Specify the last name of the contact. This field is a mandatory	Text box	Alphanumeric(200)
Account Name	Select the account related to the contact	Look up	-
Title	Specify the job position of the contact	Text box	Alphanumeric(50)
Phone	Specify the office phone number of the contact	Text box	Alphanumeric(50)
Mobile	Specify the mobile number of the contact	Text box	Alphanumeric(50)
Email	Specify the primary email address of the contact	Email	Alphanumeric(100)
Secondary Email	Specify another email address of the contact	Email	Alphanumeric(100)
Twitter	Specify the Twitter handle of the contact	Look up	Alphanumeric(100)
Facebook	Specify the Facebook profile of the contact	Look up	Alphanumeric(100)
Type	Specify the type of contact from the drop down list	Pick List	-
Street	Specify the street address of the contact	Text box	Alphanumeric(250)
City	Specify the city of the contact	Text box	Alphanumeric(30)
State	Specify the state of the contact	Text box	Alphanumeric(30)
Zip	Specify the zip code of the contact	Text box	Alphanumeric(30)
Country	Specify the country of the contact	Text box	Alphanumeric(30)
Description	Specify any other details about the contact	Text box	Alphanumeric(250)

Products

Field Name	Description	Data type	Maximum Limit
Department*	Specify the department of the product	Pick List	-
Product Name*	Specify the name of the product. This field is mandatory	Text box	Alphanumeric(50)
Product Code	Specify the product identification	Text box	Alphanumeric(40)
Product Category	Select the category of the product	Pick List	-
Product Owner	Select the name of the agent to whom the product is assigned	Pick List	-
Description	Specify any other details about product	Text Area	32000 characters
Manufacturer	Select the name of the product manufacturer	Pick List	-
Unit Price	Specify the unit price of the product	Currency	-

Tasks

Field Name	Description	Data type	Maximum Limit
Department*	Specify the department of the task	Pick List	-
Task Owner	Select the name of the agent to whom the task is assigned	Look up	-
Subject*	Specify the subject of the task. This field is mandatory	Text box	Alphanumeric(50)
Due Date	Specify the due date for the task	Date/Time	-
Ticket	Select the ticket related to the task	Lookup	-
Status	Specify the status of the task	Pick List	-
Priority	Select the priority level of the task	Pick List	-
Category	Select the category of the task	Pick List	-
Remind At	Select the check box to set reminder for the task	Check box	-
Description	Specify the details about the task	Text Area	32000 characters

Calls

Field Name	Description	Data type	Maximum Limit
Department*	Specify the department of the call	Pick List	-
Call Owner	Select the name of the agent to whom the call is assigned	Pick List	-
Subject*	Specify the subject of the call. This field is mandatory	Text box	Alphanumeric(50)
Direction	Choose Inbound for the incoming calls in your help desk Choose Outbound for the outgoing calls in your help desk	Select Option	-
Ticket	Select the ticket related to the call	Lookup	-
Call Status*	Specify the status of the call	Select Option	-
Start Time*	Automatically displays the current date and time	Date/Time	-
Duration*	Displays the call duration for the Current Calls. For Completed Calls, specify the call duration.	Numeric	-
Priority	Select the priority level of the call	Pick List	-
Contact Name*	Select the contact related to the call	Lookup	-
Remind me	Select the check box to set reminder for the call	Check box	-
Description	Specify the details about the call	Text Area	32000 characters

Events

Field Name	Description	Data type	Maximum Limit
Department*	Specify the department of the event	Pick List	-
Event Owner	Select the name of the agent to whom the event is assigned	Pick List	-
Subject*	Specify the subject of the event. This field is mandatory	Text box	Alphanumeric(50)
Category	Select the category of the event	Pick List	Alphanumeric(50)
Start Time*	Specify the date and time when the event will be started	Date/Time	-
Duration*	Specify the event duration	Numeric	-
Ticket	Select the ticket related to the event	Lookup	-
Status	Specify the status of the event	Pick List	-
Priority	Select the priority level of the event	Pick List	-
Contact Name*	Select the contact related to the event	Lookup	-
Remind me	Select the check box to set reminder for the event	Check box	-
Description	Specify the details about the event	Text Area	32000 characters

Contracts

Field Name	Description	Data type	Maximum Limit
Department*	Specify the department of the contract	Pick List	-
SLA Name*	Select the SLA to be associated with the contract	Pick List	-
Contract Owner	Select the name of the agent to whom the contract is assigned	Pick List	-
Contract Name*	Specify the contract name. This field is mandatory	Text box	Alphanumeric
Contract Number	Specify the contract identification number	Text box	Alphanumeric
Product Name	Select the product name related to the contract.	Look up	-
Contract Start Date*	Specify the date on which the contract starts	Date	-
Contract End Date	Specify the date on which the contract ends	Date	-
Description	Specify the details about the contract	Text Area	32000 characters

Time Entry

Field Name	Description	Data type	Maximum Limit
Agent	Select the name of the agent to whom the ticket is billed	Pick List	-
Ticket Charge Type*	Select the charge type for the time spent	Pick List	-
Executed Time	Specify the date and time when the service will be started.	Date/Time	-
Hours Spent	Specify the number of hours of service rendered	Numeric	Integers(19)
Minutes Spent	Specify the number of minutes of service rendered	Numeric	Integers(19)
Seconds Spent	Specify the number of seconds of service rendered	Numeric	Integers(19)
Agent Cost/Hour	Specify the agent's cost per hour	Numeric	-
Additional Cost	Specify if there are any extra charges	Numeric	-
Total Cost	Total cost will be auto-computed	Numeric	-
Description	Specify the details about the time entry	Text Area	32000 characters

Standard Modules and Fields - Zoho Desk | Online Help