Tracking Allocated Tasks Using a Custom View List - Use Cases | Zoho Desk

Track Allocated Tasks Using a Custom View List

Slice Solutions is a software development firm with multiple projects involving tasks such as coding, testing, and documentation. The project management team uses a ticketing system to handle these tasks efficiently. Tickets are created for each task and assigned to the relevant team members based on their roles. As the project progresses through various phases, team members are tagged in comments within different tickets for specific updates or actions.

Scenario:

As the project reaches the testing phase, the documentation team is frequently tagged in comments across numerous tickets to begin the documentation process. With tags scattered across multiple tickets, Sara, John, and Liam, members of the documentation team find it challenging to track all the tickets where they have been tagged. This scattered tagging results in missed updates, delays in documentation, and inefficiencies in managing the documentation workflow.

Solution:

To resolve this issue, the members of the documentation team can make use of the custom function in Desk to create a custom view list that lists out all the tickets where they are tagged. And in order to create a custom view list with all the tickets they are tagged in, the members should create a custom field under Tickets layout.

To add a custom picklist:
  1. Navigate to Setup > Customization > Layouts & Fields > Field List.
  2. In Filed List, select Ticket as the module and click on Create or Edit Fields.
  3. Under Create or Edit Fields, select the department and layout.
  4. In the Edit Layout page, drag and drop a picklist from the Add Fields tab.
  5. In the Add Field page, label the picklist as My Tagged.
  6. Under Pick List Value, add the team members' names, Sara, John, and Liam.
  7. To make the field mandatory, enable Mark as required.
  8. Click Add. 
  9. Save and Close the Edit Layout Page. 


The next step is to create a workflow where we enable field update as My Tagged. 
To create a Field Update:
  1. Navigate to Setup > Automation > Workflows.
  2. Under Workflow, click Field Updates. 
  3. On the Field Updates page, select the department and click Configure Field Update
  4. On the Create Assignment Value page, add an assignment value name and description.
  5. Under Assignment Value, select My Tagged under Fields, and add documentation team member name in Value (e.g., Sara). 
  6. Click Save.

To create a Workflow:
  1. Navigate to Setup > Automation > Workflows.
  2. In Workflow Rules page, select the department and create click Create Rule.
  3. In New Workflow, select Ticket under Module, give a rule name and description.
  4. Click Next
  5. Under Execute On, select Edit
  6. Click Next.
  7. Under Criteria, set the field as Recent Comment has @ mention of Sara.
  8. Click Next. 
  9. Under Actions, click All Actions > Field Update > Existing. 
  10. Select My Tags, click Associate Assignment Value
  11. Click Save


To create a Custom View for your ticket list:
  1. Navigate to the Ticket Module.
  2. Click + next to Views to create a Custom View. 
  3. In Custom View page, add view name (e.g., My Tags).
  4. Set Filter Criteria as My Tagged is Sara
  5. Click Create. 

Output:

With a custom view list, the documentation team members will be able to view all the tickets where they're tagged in the comments. 


      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          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 CRM Training
            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


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION







                              Quick LinksWorkflow AutomationData Collection
                              Web FormsRetailOnline Data Collection Tool
                              Embeddable FormsBankingBegin Data Collection
                              Interactive FormsWorkplaceData Collection App
                              CRM FormsCustomer ServiceForms for Solopreneurs
                              Digital FormsMarketingForms for Small Business
                              HTML FormsEducationForms for Enterprise
                              Contact FormsE-commerceForms for any business
                              Lead Generation FormsHealthcareForms for Startups
                              Wordpress FormsCustomer onboardingForms for Small Business
                              No Code FormsConstructionRSVP tool for holidays
                              Free FormsTravelFeatures for Order Forms
                              Prefill FormsNon-Profit
                              Forms for Government
                              Intake FormsLegal
                              Mobile App
                              Form DesignerHR
                              Mobile Forms
                              Card FormsFoodOffline Forms
                              Assign FormsPhotographyMobile Forms Features
                              Translate FormsReal EstateKiosk in Mobile Forms
                              Electronic FormsInsurance
                              Drag & drop form builder

                              Notification Emails for FormsAlternativesSecurity & Compliance
                              Holiday FormsGoogle Forms alternative GDPR
                              Form to PDFJotform alternativeHIPAA Forms
                              Email FormsWufoo alternativeEncrypted Forms
                              Accessible FormsTypeform alternativeSecure Forms

                              WCAG

                                          Create. Review. Publish.

                                          Write, edit, collaborate on, and publish documents to different content management platforms.

                                          Get Started Now






                                                            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.




                                                                Manage your brands on social media

                                                                  Use cases

                                                                  Make the most of Zoho Desk with the use cases.

                                                                   
                                                                    

                                                                  eBooks

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

                                                                   
                                                                    

                                                                  Videos

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

                                                                   
                                                                    

                                                                  Webinar

                                                                  Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                                   
                                                                    
                                                                  • Desk Community Learning Series


                                                                  • Meetups


                                                                  • Ask the Experts


                                                                  • Kbase


                                                                  • Resources


                                                                  • Glossary


                                                                  • Desk Marketplace


                                                                  • MVP Corner



                                                                    Zoho Sheet Resources

                                                                     

                                                                        Zoho Forms Resources


                                                                          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 TeamInbox 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

                                                                                                                            • Color Coding of Picklist Values 

                                                                                                                              Picklist fields provide users with a predefined set of values to select. This helps to ensure that the data entered in the system is consistent and standard. It also allows users to group and view similar records. For instance, in the Tickets module, ...
                                                                                                                            • Creating and Managing Custom List View in Modules

                                                                                                                              Users can create tailored views for each department based on their preferences and business requirements. This functionality allows them to create a list of tickets that meet their specific criteria. For example, if the admin wants to keep track of ...
                                                                                                                            • Creating Custom Modules

                                                                                                                              Module is a structured compartment used to organize and manage specific types of data.They serve as the building blocks or standard parts that make up the Desk's architecture, allowing businesses to efficiently handle different entities such as ...
                                                                                                                            • Creating nested picklist fields

                                                                                                                              Record Creation forms are used to collect and display data. The more organized, clean, and streamlined these forms are,the more efficient the data collection process will be. A nested picklist is a type of picklist field that can help you build ...
                                                                                                                            • Using Predefined Reports in Zoho Desk

                                                                                                                              Businesses always rely on accurate data and insights to manage their support operations effectively. However, creating reports every time to fetch desired data can be time consuming. This is where the predefined reports for tickets, articles, ...
                                                                                                                              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