Related Tickets by Custom Fields Extension - Zoho Desk Knowledgebase

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
  1. Add custom fields specific to the layouts in your departments.
  2. View key information of the related tickets, such as ticket ID, ticket owner, status, and date/time created.
  3. Find related tickets that match the field value of a specific custom field, or all added custom fields.
  4. 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:
  1. Log into your Zoho Desk account with Administrator privileges
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Related Tickets' in the search bar on the right.
  5. Select the Related Tickets by Custom Fields extension, and click Install.
  6. On the Confirm Installation page, agree to the terms and conditions and click Install.
  7. On the Related Tickets by Custom Fields Installation Setup page, do the following:
    1. Select the Departments and Profiles whose agents can access the extension.
    2. Agree to Terms of Use.
    3. Click Install.
      The extension will be installed for the specified profiles and departments.
  8. Click Authorize in the pop-up window to activate the extension.
  9. 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:
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Related Tickets by Custom Fields from the list of extensions.

  5. 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.
  6. Specify the custom fields for corresponding layouts under each department.
  7. 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:
  1. Open a ticket to view its details.
  2. Click the Extensions icon (  ) on the left side of the ticket detail page.
    All extensions installed in this location will be listed.
  3. Select Related Tickets by Custom Fields (  ) to see a list of tickets with the same custom field values as the current ticket.
  4. 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.
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Related Tickets by Custom Fields from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Related Tickets by Custom Fields page.
  6. Select Uninstall Extension.
  7. Click Confirm.

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