Managing Account List Views - Zoho Desk Knowledgebase

Standard and Custom Account Views

Account List Views are used to group your customer accounts based on a defined set of criteria. For example, you can view a list of accounts that were added today or of those that weren't mapped with Zoho CRM. Besides these, agents can use the List Views to merge or update two or more accounts or export the accounts list to a CSV file.

Zoho Desk provides a list of standard account views that can be used by the agents out of the box. They can also create custom account views according to their requirements. Likewise, administrators can create shared account views that can be accessed by all of the agents in your helpdesk. 

Accessing Account List View
Account list views can be accessed from the home screen.
  1. Click the Customers module. 
  2. Click the Accounts tab in the lower-left corner.
  3. On the Accounts Home page, select a standard list view from the left panel. The 'All Accounts' view is displayed during your first access. The system will remember your last seen View and lists the same during successive access.

Following are the standard account list views that are available in Zoho Desk:
  • All Accounts
  • Accounts Mapped with CRM
  • Accounts Unmapped with CRM
  • Last 30 Days
  • My Accounts
  • New Today
You must click an account to view its details. On the account details page, click the Back icon (  ) to return to the List View. 

Creating Custom Account List Views
You can create custom list views by defining criteria as per your requirement. The custom views created by an agent will be listed on the left panel, following the standard views. 
To create a custom list view:
  1. Click the Plus icon located next to Views on the left panel.
  2. On the Create New View page, enter the custom View Name.
  3. Specify the criteria to filter the accounts. 
  4. Specify the visibility for this custom view. You can choose between Only me, All agents and Specific agents.
  5. Click Save

What are the List View Criteria Available?
In the Filter Criteria section, you must specify the criteria based on which the accounts will be filtered under the view. The following table lists the criteria options for certain types of fields:

Field TypeCriteria Options
String Fields like:
  • Account Owner
  • Account Name
  • Phone            
  • Email
  • Fax
  • Website
  • Industry
  • Annual Revenue
  • Street
  • City
  • State
  • Code
  • Country
  • Description
Numeric Fields like:
  • Age in Days
Date & Time Fields like:
  • Created Time
  • Modified Time
Other Fields like:
  • Created By
  • Modified By

Here are some tips to get you started:
  • Age in Days option is very useful for the Date and DateTime fields. It can be used to filter accounts that were created within the last 7 days or those that are owned by an agent in the past 30 days.
  • You cannot edit the standard account views that are by default provided in Zoho Desk. You may add a custom view to address any specific requirements.

Editing Custom Account Views
You can edit the custom account views that were added by your agents.
To edit a custom view:
  1. Right-click on a custom account view.
  2. Click Edit from the menu.
  3. Make the necessary changes and click Save.

Deleting Custom Account Views
You can delete a custom account view that you think will no longer be required for your agents. 
To delete a custom view:
  1. Right-click on a custom account view. 
  2. Click Delete from the menu. 
  3. In the confirmation dialog box, click Ok. 

Set Display Preferences
By default, Zoho Desk displays 10 records (accounts) per page. However, you can click the More Actions icon  ) to choose the number of records to be displayed on a single page. A maximum of 50 accounts can be viewed per page. The system will remember your selection, the next time you access account views. 

Mass Actions in Account Views
Views allow you to perform certain updates to many accounts at once. This way, you need not fiddle with each of your accounts and can save a lot of your time. 
You can perform the following mass actions on accounts:
  • Update Accounts
  • Delete Accounts
  • Merge Accounts
Except for the merge function, which requires you to choose at least two accounts you can perform the above said actions even on a single account.

I. To update one or more accounts:
  1. Select the accounts.
  2. Click Update from the mass actions list.
  3. Select the field to be updated and specify the new values for it.
  4. Click Save.                                                                                                                                  
II. To delete one or more accounts:
  1. Select the accounts.
  2. Click Delete from the mass actions list.
  3. In the confirmation dialog box, click Delete.
III. To merge two or more accounts:
  1. Select the accounts.
  2. Click Merge from the mass actions list. 
  3. Select the fields from the accounts, for its data to be retained in the Master Account.
  4. Click Merge
You can use the search bar at the top or the alphabet links on to your right to quickly find an account by their name.

Here are some tips to help you Merge Accounts:
  • You cannot merge more than three accounts at an instance.
  • The  icon over an account indicates that the record is mapped with Zoho CRM. 
  • The account that was first created in your help desk will by default be considered as the master account. You can also specify the master account to be created. 
  • The master account will keep the date of its creation besides other read-only or hidden field values.
  • The values that were selected amongst the accounts will be merged into the master account. 
  • All the records including attachments, products, etc., from the other accounts, will be added to the master account. 
  • Please exercise caution as you cannot undo or revert an account merge.

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