Customization
FAQs: Email templates
Using Email Templates in Tickets How can an agent insert an email template while replying to a ticket? Open the ticket in detail view. Select Reply, Reply All, or Forward. In the editor toolbar, select the Template icon. Choose the required template ...
FAQs: Ticket templates
Ticket Templates Overview What is a ticket template? A ticket template is a reusable set of predefined ticket field values. When selected during manual ticket creation, it pre-fills the configured values so agents or customers do not need to enter ...
FAQs: Spam Detection
Accessing Spam Detection Settings Where can automatic spam detection be managed? Navigate to Setup > Customization > General Settings. Select Contacts from the left panel. Locate Automatic Spam Detection. Turn the setting on or off. If enabled, ...
FAQs: Buttons
Creating a Button How is a custom button created for tickets? Navigate to Setup > Customization > Buttons. Select New Button. Enter a clear Button Name and an optional description. Confirm the ticket module. Configure the location, layout, action, ...
FAQs: Custom Fields
Custom Field Basics What is a custom field? A custom field captures information that is specific to an organization’s support process and is not covered by the built-in fields. It can be added to a module layout to collect structured information from ...
FAQs: Fields and Properties
Field Fundamentals What are fields? Fields capture information in Zoho Desk modules, including Tickets, Contacts, Accounts, Products, Activities, and other records. Each field is designed for a particular type of information, such as a date, selected ...
FAQs: Notification Rules and Triggers
Notification Rule Basics What are notification rules? Notification rules are standard triggers that send updates to customers, CC’d users, agents, departments, or teams when specific support activities occur. Depending on the rule, notifications can ...
FAQs: Layouts and layout rules
Layout Fundamentals What is a layout? A layout controls how fields and sections are arranged on a module page within a department. It determines which standard and custom fields appear, their order, and whether individual fields are visible, ...
FAQs: Encrypting Custom Fields
Encryption Scope and Purpose Which help desk data is encrypted by default? Zoho Desk encrypts data while it is transmitted and during backups using TLS 1.2. Sensitive information including passwords, authentication tokens, ticket conversations, and ...
FAQs: Custom lookup fields
Overview What is a custom lookup field? A custom lookup field connects records across modules, allowing users to associate one record with a related record and view relevant context without manually re-entering information. For example, a custom ...
FAQs: Regex in layout and validation rules
Regex basics What is regex? Regex, or regular expression, is a pattern-matching method used to check whether text entered in a field follows a required format. It can be used in layout rules and validation rules to control how users provide ...
FAQs: Encrypting standard fields
What does encrypting a standard field protect? Encryption adds protection to sensitive data stored in an eligible standard field by converting the stored value into a protected format. It is intended for information that requires stronger safeguards, ...
FAQs: Nested picklist fields
Understanding nested picklists What is a nested picklist field? A nested picklist is a parent-and-child picklist configuration in which the options shown in one field depend on the value selected in another field. The parent field controls which ...
FAQs: Color coding of picklist values
Color coding of picklist values overview What is a color-coded picklist field? A color-coded picklist is a picklist or multi-select picklist whose individual values are displayed with assigned colors. It helps users recognize important ...
FAQs: Customizing Standard Modules
Customizing standard modules overview What does customizing a standard module allow an organization to change? Standard modules can be tailored through page layouts, fields, sections, field order, required-field settings, picklist values, layout ...
FAQs: Standard Modules and Fields
Understanding Standard Modules What are standard modules? Standard modules are built-in areas used to organize commonly required support data. They provide the default structure for records such as tickets, contacts, accounts, products, activities, ...
FAQs: Creating custom modules
Module Purpose and Planning What is a custom module? A custom module is a dedicated workspace for storing business-specific records that do not fit naturally into standard modules such as Tickets, Contacts, Accounts, Products, or Activities. It is ...
FAQs: Creating and Managing Custom List Views in Modules
Creating Custom List Views What is a custom list view in a custom module? A custom list view is a saved, filtered record list that helps agents focus on a specific subset of records instead of reviewing the entire module. It is useful when a module ...
FAQs: Formula Field
Formula field fundamentals What is a formula field? A formula field is a custom field that automatically calculates values based on other field values. It helps automate data calculations based on a predefined expression using fields, constants, ...
FAQs: Validation Rules
What is a validation rule? Validation rule provides businesses a way to ensure that the data entered by the customers and the employees is correct and meets their standards. It helps maintain data authenticity. When customers submit tickets or agents ...
FAQs: Custom Modules
What is a custom module in Zoho Desk? Modules in Zoho Desk are like compartments. Just like each compartment holds different items, modules store different types of information in one place. For example, the Tickets module is a repository of customer ...
FAQs: Customization
Can I customize the look of the Happiness Ratings? Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is ...