Managing Standard Fields - Zoho Desk Knowledgebase

Standard Help Desk Modules and Fields

By default, Zoho Desk provides some standard fields in each of the help desk modules. These standard fields can be displayed or hidden as per the organization's requirement. The mandatory fields cannot be edited or deleted. Some of these fields are common to all modules and are displayed within each module settings. However, depending on your business requirements, you can add custom fields for each module.

Here are the standard modules that are available in Zoho Desk:
  • Tickets
  • Accounts
  • Contacts
  • Products
  • Tasks
  • Calls
  • Events
  • Contracts
  • Time Entry

The following tables give the list of standard fields in the above Modules along with their description.


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 started Date/Time
-
Duration*
Specify the event duration Numeric
-
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

    Redefine the way you work
    with Zoho Workplace

      Zoho DataPrep Personalized Demo

      If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

      Zoho CRM Training

        Create, share, and deliver

        beautiful slides from anywhere.

        Get Started Now


          Get started with Zoho Sign

          in a few quick steps!

          Download Help Guide





                    Secure your business
                    communication with Zoho Mail


                    Mail on the move with
                    Zoho Mail mobile application

                      Stay on top of your schedule
                      at all times


                      Carry your calendar with you
                      Anytime, anywhere




                              Zoho Sign Resources

                                Sign, Paperless!

                                Sign and send business documents on the go!

                                Get Started Now


                                    Zoho SalesIQ Resources



                                        Zoho TeamInbox Resources



                                                Zoho DataPrep Resources



                                                  Zoho DataPrep Demo

                                                  Get a personalized demo or POC

                                                  REGISTER NOW


                                                    Design. Discuss. Deliver.

                                                    Create visually engaging stories with Zoho Show.

                                                    Get Started Now











                                                                          • Related Articles

                                                                          • Adding Custom Help Desk Fields

                                                                            You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...
                                                                          • Managing Help Desk Fields

                                                                            Fields are integral to a module since they hold the information associated with it. Customizing the fields specific to your support process allows you to unlock the full power of your Zoho Desk application. Fields can be of two types: Standard ...
                                                                          • Customizing Help Desk Modules

                                                                            Modules represent the standardized parts that are offered in Zoho Desk. There are eight modules, each representing a set of functions. You can customize the Zoho Desk user interface according to your help desk process. The module settings are ...
                                                                          • What are the default ticket fields?

                                                                            Most often a ticket will contain the customer's name, email, subject and a description of the request. Apart from these, there are also a bunch of standard fields which your customers can choose to fill when they submit a ticket. For example, they ...
                                                                          • Can I hide fields from help center users when they submit a new ticket?

                                                                            Yes, you can choose to restrict access to specific fields within a ticket for your end users in the Help Center. Not just that, you can also make certain sensitive fields visible only to the administrators and not to agents. You can set these ...
                                                                          Wherever you are is as good as
                                                                          your workplace

                                                                            Resources

                                                                            Videos

                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                            eBooks

                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                            Webinars

                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                            CRM Tips

                                                                            Make the most of Zoho CRM with these useful tips.



                                                                              Zoho Show Resources