Related Tickets by Custom Fields for Zoho Desk
Being able to view tickets that have the same custom field value as the current ticket helps agents provide better, faster, and more personalized customer responses. For example, you might want to view tickets with a similar custom field value as 'forgot password' to provide the current ticket with the best and most recent solution. This extension allows you to add up to 5 custom fields to a layout or a department.
Key Features
- Add custom fields specific to the layouts in your departments.
- View key information of the related tickets, such as ticket ID, ticket owner, status, and date/time created.
- Find related tickets that match the field value of a specific custom field, or all added custom fields.
- Select which profiles can access the extension in their corresponding departments.
Installing the Extension
The Related Tickets by Custom Fields extension can be installed from the Zoho Marketplace or your Zoho Desk account. To install from Zoho Desk:
- Log into your Zoho Desk account with Administrator privileges
- Click the Setup icon (
) in the top bar.
- Under Marketplace, click All.
- Search for 'Related Tickets' in the search bar on the right.
- Select the Related Tickets by Custom Fields extension, and click Install.
- On the Confirm Installation page, agree to the terms and conditions and click Install.
- On the Related Tickets by Custom Fields Installation Setup page, do the following:
- Select the Departments and Profiles whose agents can access the extension.
- Agree to Terms of Use.
- Click Install.
The extension will be installed for the specified profiles and departments. - Click Authorize in the pop-up window to activate the extension.
- Click Accept to allow Zoho Workflow to access your Zoho Desk account data.
Once installed, the locations for accessing the extension will be displayed on the right side of the extension's detail page. The Related Tickets by Custom Fields extension can be accessed from the left tab of the ticket detail page.
Setting Custom Field Preferences
Now that you have installed the extension, time to specify the custom fields to be used to get related tickets in each layout of your chosen departments. You can select more than one custom field to view related tickets having the same field values in any or all of the fields. You can specify the fields under the Preferences tab of the extension:
To specify custom fields:
- Click the Setup icon (
- On the Setup Landing page, click All under Marketplace.
- On the Marketplace page, click Installed Extensions.
- Choose Related Tickets by Custom Fields from the list of extensions.
- On the Extension Details page, click the Preference tab.
The tab displays the departments you chose to view tickets with the same custom field values. - Specify the custom fields for corresponding layouts under each department.
- Click Save.
Viewing Related Tickets
You can view the related tickets having the same custom field values as the current ticket from its detail page.
To view related tickets:
- Open a ticket to view its details.
- Click the Extensions icon (
) on the left side of the ticket detail page.
All extensions installed in this location will be listed. - Select Related Tickets by Custom Fields (
) to see a list of tickets with the same custom field values as the current ticket.
- The matching field value of each custom field will be displayed at the panel's top. You can select or unselect the individual values. Additionally, you can choose to find related tickets that match a specific custom field's field value (Individual Fields) or all added custom fields (All Fields) using the drop-down menu.
Note: The extension notifies you when there are no matching values for any configured custom fields.
Uninstalling the Extension
You can uninstall the Related Tickets by Custom Fields extension at any time.
- Click the Setup icon (
- On the Setup Landing page, click All under Marketplace.
- On the Marketplace page, click Installed Extensions.
- Choose Related Tickets by Custom Fields from the list of extensions.
- Click the More icon (
) in the upper-right corner of the Related Tickets by Custom Fields page.
- Select Uninstall Extension.
- Click Confirm.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Creating Custom Lookup Fields in Zoho Desk
The ability to establish connections between different sets of data is crucial in any business. For example, in the hospitality industry, departments like sales, marketing, and bookings can derive essential insights from customer data if it is linked ...Encrypting Custom Help Desk Fields
Just as we lock our money and restrict access to our property in the physical world, we must secure our personal information that is held by businesses and government agencies. We need a virtual lock that prevents identity thieves from stealing our ...Working with Custom Fields
In Zoho Desk, custom fields help you capture and organize information that may not be covered by default system fields. Because custom fields are user-defined, they can be tailored to meet the specific needs of your business and industry. For ...Highrise for Zoho Desk
View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...Working with Tickets in the Android App
The Zoho Desk Android App simplifies the process of resolving customer issues by transforming each concern into a ticket. In order to ensure that no client inquiry is left unaddressed, this user-friendly app allows agents to manage tickets smoothly. ...
New to Zoho LandingPage?
Zoho LandingPage Resources