Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

Viewing Fields List

1. In your Zoho Desk portal, go to Setup ( ).
   
2. Under Customization, select Layout and Fields.
   
3. Click Fields List under the Layouts and Fields sub-menu.
   
4. Select the desired module from the Module drop-down list at the top of the page.
   All the fields that belong to the selected module will be listed in alphabetical order. You will be able to see the following:
1. Field Name, Data Type, API Name columns with details.
   
2. See layouts that use this field link. Note that the layouts that have the field in their Unused Fields section will not be displayed here.
   
3. All the custom fields marked by this icon next to it.
   
5. Enter characters in the Search text box to filter out a particular field or all fields of a certain data type from the long list.
   

Setting up Field Permissions

1. In your Zoho Desk portal, go to Setup ( ).
   
2. Under Customization, select Layout and Fields.
3. Click Fields Permissions under the Layouts and Fields sub-menu.
   
4. In the Field Permissions page do the following:
   
1. Select Module from the drop-down list.
   
2. Select Profile from the drop-down list.
   All the fields available in the selected module will be listed.
   
5. Edit the permission for the desired field to one of the following as required.
   
1. Read and Write - Permission to view and edit the field.
   
2. Read Only - Permission to view the field.
   
3. Don't Show - Restrict user from both viewing and editing the field.
   
6. Click Save.

Notes:

1. Users with Light Agent profile cannot have Read and Write access for fields.
   
2. Some system-mandated and time-based fields are restricted to read-only access.
   
3. Field Permissions is available only in the Professional and Enterprise editions.

Preview layouts based on profiles

Once administrators set the field permission they can preview how these fields will appear for each profile within the layout. 

For example, the Phone number field can be read only for agents and read/write for support leads. The admin can use the preview option to see how the field will appear for agents and support leads before saving the configuration. 

Mapping Dependency Fields

1. In your Zoho Desk portal, go to Setup ( ).
   
2. Under Customization, select Layout and Fields.
3. Click Fields Dependencies under the Layouts and Fields sub-menu.
4. Select the desired Module and Department where you want to create the dependency fields.
   
5. In the Field Dependencies page, click Add New Dependency.
   
6. In the Add New Dependency pop-up screen, do the following:
   
1. Select the Parent Field from the drop-down list.
   
2. Select the Child Field from the drop-down list.
   
3. Click Next.
   
4. Click each of your parent field values, then select their corresponding child values.
   A tick mark indicates your selection of values for a parent field value.
   
7. Click Save Field Dependency.
   When you create a new record in the module, the values on the child field will be populated based on the value chosen for the Parent field.

Customizing Search Fields

1. In your Zoho Desk portal, go to Setup ( ).
   
2. Under Customization, select Layout and Fields.
3. Click Search Fields under the Layouts and Fields sub-menu.
4. Select the desired Module from the list.
   
5. In the [Module] Fields List page, click the Specific Fields option.
   
6. Select the checkbox(es) of the fields whose values needs to be used for search.
   
7. Click Save.
   

Note

Search Fields is an organization-level setting, and it applies to all departments in Zoho Desk.

When you choose to search for specific fields, you can select a maximum of 10 fields/module. For the Contracts, Products, Calls, Events, and Tasks module, you can select a maximum of six fields.