Standard Modules and Fields - Zoho Desk | Online Help

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 startedDate/Time
-
Duration*
Specify the event durationNumeric
-
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 eventLookup-
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
  1. Go to Setup  ) > Customization > Modules.
  2. 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
  1. Go to Setup (  ) > CustomizationModules.
  2. Click Rename Modules under the Modules sub-menu.
  3. Move the mouse pointer to the module that you want to rename.
  4. Click the Edit icon  ).

  5. Enter the singular and plural forms of the module's name in the respective text boxes.
  6. Click Save.

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