FAQs: Creating custom modules | Zoho Desk

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 appropriate when teams need to track structured information that supports service operations.

For example, a travel support team could create a Tour Packages module to store package details, while a healthcare organization might create modules for Doctors, Hospitals, or Ambulances. Agents can then use this information while managing customer requests.
Can a custom module replace a standard module?
Custom modules can be used to manage business-specific processes, including processes closely connected to ticket handling. However, standard modules remain the built-in locations for commonly used service data such as tickets, contacts, accounts, products, and activities.
Before creating a replacement-style custom structure, define:
  1. The records to be stored
  2. Which teams require access
  3. Whether records must be linked to tickets, contacts, or other modules
  4. The fields and reporting requirements needed over time
What should be decided before creating a custom module?
Decide the module’s singular and plural names, description, permitted users, data storage level, and the information fields it will contain. These decisions are important because a created custom module cannot be deleted or deactivated, and its data storage setting cannot later be changed.

For instance, a company creating an Assets module should determine whether assets belong to individual departments or must be available organization-wide before saving the module.

Creating and Configuring Modules

How is a custom module created?
  1. Navigate to Setup > Customization > Modules.
  2. Click New Custom Module.
  3. Provide the required module details:
    1. Singular module name
    2. Plural module name
    3. Description
  4. Review the access setting. All departments are selected by default.
  5. Choose the data storage level:
    1. Department-level
    2. Organization-level
  6. Define module permissions for the users or roles that need access.
  7. Select one of the following:
    1. Save to create the module.
    2. Save and Go to Layouts to begin adding or editing fields immediately.
Can a custom module be deleted or disabled after creation?
No, A custom module cannot be deleted or deactivated after it has been created. This makes initial naming, access, and storage decisions significant, particularly for modules intended for temporary projects or experimental processes.
Can the data storage type be changed later?
No, The selected module data storage type is permanent after the module is created. Choose the appropriate option during creation based on whether the records should be managed at the department level or organization level.
Are custom modules available only to selected departments?
Custom modules are currently available to all departments. Access to the module’s information can still be controlled through module permissions and data-sharing settings.
Can access to a custom module be limited to specific users or roles?
Yes. Module permissions can be configured during module creation to limit access to authorized users or roles. This is useful when the module holds operational, customer-related, or restricted information that should not be available to every agent.

For example, an organization could allow only a Billing team to access a Refund Requests module while keeping it unavailable to general support agents.
How does data sharing affect records in a custom module?
Data sharing controls which records users can access after they have access to the module itself. When a module is private in data sharing, agents assigned to particular roles can access records owned by them or by users in subordinate roles.
This distinction matters:
  1. Module permission controls whether a user can access the module.
  2. Data sharing controls which records within that module the user can see.
Will module permissions prevent unauthorized agents from viewing sensitive customer information?
Module permissions can restrict access to the module, while data-sharing rules can further limit record visibility. Both should be configured when the custom module stores customer or business-sensitive information.

Fields, Layouts, and Data Structure

Can fields be added to a custom module after it is created?
Yes. Fields can be added to the module’s standard layout at any time by users with the required layout and field permissions.
  1. Navigate to Setup > Customization > Layouts and Fields.
  2. Open Fields List.
  3. Select the required custom module from the module list.
  4. Click Create or Edit Fields.
  5. Drag a field type into the standard layout.
  6. Configure the field properties and select Add.
  7. Save the layout.
What field types can be used in a custom module?
Custom modules support a range of custom field types, including:
  1. Text fields
  2. Number fields
  3. Currency fields
  4. Picklists
  5. Multi-select fields
  6. Lookup fields
  7. Decimal fields
  8. Numerical fields
The field type should match the intended data. For example, use a currency field for an asset’s purchase value, a picklist for asset status, and a lookup field to associate the asset with a contact.
Can multiple layouts be created for one custom module?
No, Custom modules use a single standard layout. Additional layouts cannot be created, and the standard layout cannot be removed or deactivated.

The available approach is to organize the standard layout with appropriate sections, fields, field dependencies, and validation controls.
Can the standard layout be customized even though additional layouts are unavailable?
Yes. Fields can be added to the standard layout and organized to suit the business process. This enables teams to capture the required information without creating separate layouts.

Records and Daily Operations

How are records created in a custom module?
  1. Open the required custom module from the top band.
  2. Select + Add [Custom Module Name].
  3. Enter values in the required fields.
  4. Click Save.
For example, an agent using an Assets module could create a record for a customer’s device, enter its serial number and purchase value, and link it to the relevant contact.
Can records in a custom module be edited or deleted?
Yes.
  1. Open the custom module from the top band.
  2. Select the required record.
  3. On the record detail page, click the More icon.
  4. Select Edit or Delete.
For edits, make the required changes and save.
For deletion, confirm the action.

Can custom module records be found through search?
Yes. Records from custom modules can be searched using global search, in addition to being accessed directly from the custom module.

Views and List Columns

Are views available for custom modules?
Yes. Custom views can be created using criteria that filter the records shown to users. Each custom module also includes two automatically created views:
  1. My Records - records owned by the current user
  2. All Records - all available records in the module
How can a custom list view be created?
  1. Open the required custom module.
  2. Go to Views.
  3. Open the All [Modules] dropdown.
  4. Select Add Custom View.
  5. Enter a view name.
  6. Define criteria to filter records.
  7. Choose the view visibility:
    1. Only Me
    2. All Agents
    3. Specific Agents
  8. Click Save.
For example, an Assets Awaiting Replacement view could display only asset records whose status is set to “Replacement Required.”
Can columns be added or removed from a custom module view?
Yes. Columns can be configured for a custom view.
  1. Open the required custom module.
  2. Select the custom view.
  3. Click the Select Columns icon.
  4. Select or clear the fields to display.
  5. Click Save.
This allows a team to display only the fields needed for a particular workflow, such as asset status, associated contact, and warranty date.
Can a custom module be linked to another custom or standard module?
Yes. A lookup field can link:
  1. One custom module to another custom module
  2. A custom module to a standard module
Users need the Manage Layouts and Fields permission, or a support administrator role, to add the lookup field.
How is a relationship between two modules created?
  1. Go to Setup > Customization > Layouts and Fields.
  2. Choose the custom module from the module dropdown.
  3. In the standard layout, drag a Lookup field into the layout.
  4. Configure the lookup to reference the target module.
  5. Save the layout.
For example, an Assets custom module can include a lookup to Contacts. Each asset can then be associated with its contact owner.
What happens after a lookup field links two modules?
A related subtab is created in the linked module’s record detail page. This allows users to view associated records without manually searching across modules.

For example, when Assets is linked to Contacts, the contact record displays an Assets subtab listing the related asset records. When creating an asset record, the agent can use the Contacts lookup field to associate it with the appropriate contact.
Can lookup relationships be used to connect custom module information with tickets?
Yes. A custom module can be linked to the Tickets module through a lookup field. This is useful when agents need to associate tickets with business-specific records.

For example, a travel agency can link a Tour Packages module to tickets, allowing the agent to select the relevant package while handling a traveler’s request.

Reporting, CRM, and Data Movement

Can reports be created for custom modules?
Custom module data can be included in reporting through the Zoho Desk Advanced Analytics Connector. During connector setup, select the custom modules and fields to share with Zoho Analytics. The selected data is then synchronized for analysis and reporting.
Can custom module data be synchronized with Zoho CRM?
No, Custom module data cannot be synchronized between Zoho Desk and Zoho CRM, including when Zoho Desk is integrated with CRM.

Teams requiring CRM synchronization should account for this limitation before using custom modules as the authoritative source for information needed in CRM.
Can custom module data be imported or exported?
Yes. Custom modules can be imported and exported.