Seventh Insight - Organize your data using Modules

Seventh Insight - Organize your data using Modules

The Wheels of Ticketing - Desk Stories

Organize your data using Modules


What are Modules?

Modules in Zoho Desk are powerful organizational tools that facilitate efficient help desk operations. There are eight standard modules, each designed to manage a specific aspect of customer support. These modules allow businesses to align the user interface with their help desk processes and provide a tailored experience for support agents and customers.

The customization of module settings enables teams to adjust the system based on their unique workflows and requirements. This flexibility ensures that the support system is not only practical but also aligned with the organization's specific goals. 

However, it is essential to note that only users with administrator privileges have the authority to perform these customizations. This ensures that the system's integrity is maintained and modifications are made thoughtfully to support effective customer service operations.

What are Custom Modules?

Modules in Zoho Desk are specialised to hold different types of information related to customer service. For instance, the Tickets module is dedicated to managing customer inquiries, requests, and issues, while the Contacts module gathers and organizes detailed customer information to facilitate personalized interactions.

Given the unique demands of customer support in different industries, it's crucial to have the flexibility to customize these modules. In the health and wellness sector, for example, relevant modules might be tailored to specific stakeholders or assets, such as hospitals, doctors, ambulances, and medications. In contrast, the travel and tourism industry might benefit from modules dedicated to packages, destinations, travel vendors, and bookings.

Zoho Desk enables users to create custom modules tailored to their specific business prerequisites. This customization can be further enhanced by adding custom fields that capture unique data points, implementing data validation to ensure accuracy, and creating field dependencies that conditionally display specific fields based on user selections. 

Organizing data into sections can also significantly enhance the usability of forms, providing a more intuitive experience. This level of adaptability enables every business to optimize its customer service processes for increased efficiency and customer satisfaction.
Info
Managing access to Custom Modules 
Whenever you create a module, the option to define module permissions is available, which allows you to select specific users or roles. Additionally, data sharing is also available for custom modules. If a module is designated as private in data sharing, agents assigned to that particular role will only have access to records owned by them or agents with subordinate roles. 

Working with Modules

Organizing modules 

Organizations can display only the relevant modules and hide the unnecessary ones. The hidden modules will not be shown to your users, irrespective of their profiles. You can also drag and drop modules to change the order in which they are displayed in the menu bar.

Renaming modules

The Zoho Desk system allows module names to be renamed according to industry-specific terminologies. For instance, an e-commerce business might rename the “Knowledge Base” module “FAQ.” Only users with administrator privileges can change module names. 

Unveiling the Desk Modules

When teams implement Zoho Desk, it's important to review each module, understand their functions, and configure the right mix of standard and custom modules to deliver practical support to customers.

Tickets module

The Tickets module in Zoho Desk is designed to organize and present relevant information about support tickets within the help desk system. It enables users to link tickets with other standard modules, providing a detailed overview of ticket activities, outstanding tasks, associated files, solutions, and other relevant information. This module acts as a central point for managing and retrieving all necessary details related to customer support requests, which enhances the support workflow for agents and accelerates response times for customer inquiries.

Accounts module

The Accounts module helps organize tickets and contracts by company to manage support effectively at the organizational level. You can associate an account with specific contacts (individuals) to ensure they receive the agreed-upon service level whenever they submit support tickets through one of the many channels enabled in Zoho Desk.

Contracts module

Most service providers establish a formal agreement with their customers that details the specific types of services to be provided and other requirements, such as response times. This not only sets clear expectations for both parties but also promotes a sense of trust and accountability. The Contracts module makes it easy for support teams to ensure compliance with these agreements and deliver the agreed-upon service levels.

Custom modules

Organizations with unique needs may want to implement additional capabilities not found in the standard modules. In this case, custom modules are invaluable for tailoring solutions that align perfectly with how a company does business. For example, generic modules such as "Customers," "Products," or "FAQs" may not be effective in serving the education sector. Instead, educational institutions can develop bespoke modules, such as "Students," "Teachers," and "Admissions," which directly correspond to their audience and operational needs.

Custom modules can seamlessly integrate with core Desk modules through the use of lookup fields, which makes them much more than stand-alone components. Beyond that, custom modules bring a multitude of benefits, including tailored field customization, automated workflows, and the ability to establish precise access controls to enhance overall operational efficiency and user experience.

Knowledge Base module

The Knowledge Base (KB) module is a self-serve online library of information that enables your customers to access solution articles for addressing various product or service-related queries. Agents can create articles related to your product or service and organize them under custom sections for easy access. 

Dashboard module

Finally, we have the Dashboard module. It serves as a centralized interface that provides users with an overview of key metrics, activities, and performance indicators related to support tickets and customer interactions. 

As teams adopt these modules, they often find many ways to improve their customer support experience, such as using custom fields in their Custom Modules. This allows users to add fields that capture specific information to make their service even more personalized.

Conclusion

A well-structured support system makes a world of difference in customer service. The modules not only simplify workflows but also help teams deliver exceptional service to every customer. Support teams that implement Zoho Desk can transform their customer interactions, resulting in quicker resolutions, more efficient management, and satisfied customers who feel valued by their providers.

 

Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team


      • Recent Topics

      • The Social Wall: July 2025

        Hello everyone! July has brought some exciting new updates to Zoho Social. From powerful enhancements in the Social Toolkit to new capabilities in the mobile app, we’ve packed this month with features designed to help you level up your social media presence.
      • Two factor authentication for helpdesk users

        The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my company
      • How to get the Dashboard page to be the first page when you open the app

        So when it opens on a tablet or phone it opens on the welcome page, thanks.
      • Use Zoho Creator as a source for merge templates in Zoho Writer

        Hello all! We're excited to share that we've enhanced Zoho Creator's integration with Zoho Writer to make this combination even more powerful. You can now use Zoho Creator as a data source for mail merge templates in Zoho Writer. Making more data from
      • Tagged problem !!!

        Damn it, we're one of dozens of construction companies in Africa, but we can't link purchasing invoices to projects. Why isn't this feature available?
      • Limited review (/questions) for Bookings 2.0

        Hi all, I'm writing this review of Bookings 2.0 for two reasons: 1) it may be of interest to others, and 2) I'd like to be corrected if I'm wrong on any points. It's a very limited review, i.e. the things that have stood out as relevant, and particularly
      • Syntax for URLs in HTML Snippets

        What are some best practices for inserting a URL in an HTML snippet? I've looked at Zoho Help articles on navigation-based and functional-based URLs, but I'm still unclear on how to incorporate them in an HTML snippet. For example, 1. How do I link to
      • The Social Wall: June 2025

        Hello everyone, We’re back with June Zoho Social highlights. This month brought some exciting feature updates—especially within the Social Toolkit—to enhance your social media presence. We engaged with several MSME companies through community meet-ups
      • Make panel configuration interface wider

        Hi there, The same way you changed the custom function editor's interface wider, it would be nice to be able to edit panels in pages using the full width of the screen rather than the currently max-width: 1368px. Is there a reason for having the configuration panel not taking the full width? Its impossible at this width to edit panels that have a lot of elements. Please change it to 100% so we can better edit the layouts. Thanks! B.
      • Tip 7: How to fetch data from another application?

        Hi everyone, Following our Zoho Creator - Tips and Tricks series every fortnight, we are back today with a tip based on one of the most popular questions asked in our forum. This tip would help you fetch data from another application(App B) and use it
      • The Social Wall: May 2025

        Hey everyone, We're excited to share some powerful updates for the month of May! Let's take a look! Reply to your Instagram and Facebook comments privately through direct messages Are you tired of cluttered comment threads or exposing customer queries
      • Sub-Form Fields as Filters for Reports

        Hi, I would like to use the Sub-Form Fields as Filters in Reports just like we do for Main Page Fields. Thanks Dan
      • Zoho CRM Formula - Current Time minus Date/Time field

        Hello, I am trying to prevent duplicate emails going to clients when more than 1 deal is being updated. To do this, I would like to create a formula to identify if a date/time field is >= 2 hours ago. Can someone please help me write this formula? Example:
      • Per Level Approval for admins

        We need Process admins like Zoho CRM in Zoho Books for per stage approval Currently in books, admins only have the option for Final Approval But for example, in cases like when an employee is on leave, we can't just approval one level we only have option
      • Default Sorting on Related Lists

        Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'created
      • Billing Management: #7 Usage Billing in Telecom & Internet Service Provider

        Telecom and Internet Service Providers operate in markets where usage varies drastically from one customer to another. While flexible, usage-based models align revenue directly with consumption, they also introduce operational challenges like real-time
      • Zoho Desk: Q2 2025 | What's New

        Hello everyone, We are excited to announce Zoho Desk's 2025 Autumn updates. This release brings new features and enhancements that improve work management and enable businesses to provide a better overall support experience. Spanning from Zia Agents to
      • Zoho Sprints - Q3 updates for 2025

        The updates for the third quarter of 2025 are out. A few significant features and enhancements have been rolled out to improve user experience and product capabilities. The following are the updates: Manage tags and cluster tags Record and maintain project
      • Kaizen #208 - Answering your Questions | Functions, AI and Extensions

        Hello Developers! Welcome back to a fresh week of Kaizen! We are grateful for your active participation in sharing feedback and queries for our 200th milestone. This week, we will answer the queries related to Functions and Extensions in Zoho CRM. 1.
      • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

        The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses
      • Create custom rollup summary fields in Zoho CRM

        Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were
      • Kaizen #121 : Customize List Views using Client Script

        Hello everyone! Welcome back to another interesting Kaizen post. In this post, we can discuss how to customize List Views using Client Script. This post will answer the questions Ability to remove public views by the super admin in the Zoho CRM and Is
      • Improved RingCentral Integration

        We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.
      • Zoho CRM still doesn't let you manage timezones (yearly reminder)

        This is something I have asked repeatedly. I'll ask once again. Suppose that you work in France. Next month you have a trip to Guatemala. You call a contact there, close a meeting, record that meeting in CRM. On the phone, your contact said: "meet me
      • Creating Restaurant Inventory Management on Zoho

        Hi,  We run a small cloud kitchen and are interested to use Zoho for Inventory and Composite Item tracking for our food served and supplied procured to make food items.  Our model is basically like subway where the customer can choose breads, veggies,
      • To Zoho customers and partners: how do you use Linked Workspaces?

        Hello, I'm exploring how we can set up and use Linked Workspaces and would like to hear from customers and partners about your use cases and experience with them. I have a Zoho ticket open, because my workspace creation fails. In the meantime, how is
      • Zoho Forms to Zoho CRM : First/Last Name to just Name ?

        When integrating a Zoho Form into the Accounts menu of the CRM I'm having trouble with how names are formatted ; In Forms the data is available as First Name or Last Name In the CRM there is only one field called Name How can I ensure that "John" "Smith"
      • Enhancements to the formula field in Zoho CRM: Auto-refresh formulas with the "Now" function, stop formula executions based on criteria, and include formulas within formulas

        Dear Customers, We hope you're well! By their nature, modern businesses rely every day on computations, whether it's to calculate the price of a product, assess ROI, evaluate the lifetime value of a customer, or even determine the age of a record. With
      • This festive season, offer discounts with coupon code support in Stripe Checkout

        Hello form builders! It’s the festive season, the perfect time to spread joy and great deals! Now, with Zoho Forms’ latest enhancement for Stripe Checkout, you can do exactly that with coupon codes! Your payment forms integrated with Stripe Checkout can
      • Cómo creo una factura negativa o de abono?

        NEcesito anular una factura y crear una nueva igual pero en negativo. El sistema no me lo permite
      • Power of Automation::Streamline log hours to work hours upon task completion.

        Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-
      • can I link a contacts to multiple accounts

        can I link a contacts to multiple accounts
      • Zoho Books | Product updates | October 2025

        Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple
      • Is CRM On Premise available

        Hi Zoho team, Can you please let me know that CRM Zoho is available for On Premise as well? Thanks, Devashish
      • Last activity time is acting like last modified time

        When i edit the description or any field in the potential, account, contact and lead, the Last Activity Time is being updated like the Modified Time. This is messing all workflows and reports and we are unable to track real last time of activities like
      • CRM : Function to add user name to text field

        I have a lookup field in a module that is linked to the CRM users so we can assign a Project Lead to the customer. Sadly Zoho Marketing Automation doesn't sync Lookup fields so I need to extract information from the lookup to text fields: Lookup field
      • Zoho CRM - Restrict Login based on work hours

        Hi there, I'm wondering if we can restrict users to login during works - For example the users would be able to login from 8am to 5pm. I have seen the IP address restriction - the only downfall is what if the customer has dynamic IP. thanks Jiri
      • Tips and Tricks #46: Customize themes and templates using Show's Master View

        Hi All!  Let's say you want to revamp your presentation and make changes to its visual design. You can do this easily using the Master Slide and its associated layouts. The Master Slide stores information about all the layouts used in the presentation.
      • Currency abbreviations

        Hello, Im stuck, and need help. I need the currency fields for example, opportunity value, or total revenue, to be abbreviated, lets say for 1,000 - 1K, 1,000,000 - 1M, and so on, how should I do this?
      • how to use validation rules in subform

        Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")
      • Next Page