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 organziations 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 |
Working with modules
Organizations can customize the modules by renaming to their preference and organizing them to display only those modules that are frequently used and hiding the rest from the top panel of the Zoho Desk account.
Organizing modules
Admins can change the order in which the modules appear on the top panel by dragging and dropping them as per order of preference. Also, some standard modules may not be required by the organization, those can be moved under Unselected Modules by dragging and dropping. Likewise, as per requirement these modules can be added to the list of modules.
Note
- You must have at least one module selected to organize.
- The Activities module include Tasks, Events, and Calls.
- The Analytics module include Reports and Dashboards.
To organize modules
- Go to Setup (
) > Customization > Modules.
- In the Organize Modules page, drag and drop the modules from the Unselected Modules list to the Selected Modules list and vice versa.
The changes will be saved instantaneously.
Renaming Modules
The Zoho Desk system provides an option to rename the module names according to preferred terminology or industry standards. For instance, the “Knowledge Base” module can be renamed to “FAQ” in an educational institution. Users with Administrator privileges can change the module names. These changes are reflected in all the standard pages of the user interface except for custom reports and dashboards.
To rename modules
- Go to Setup (
- Click Rename Modules under the Modules sub-menu.
- Move the mouse pointer to the module that you want to rename.
- Click the Edit icon (
).
- Enter the singular and plural forms of the module's name in the respective text boxes.
- Click Save.
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