Making the Resolution Tab Mandatory

Making the Resolution Tab Mandatory

Hello Everyone!

This edition is here to show you how to make the Resolution mandatory when closing a ticket.

The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference to see the solution, saving the daunting task of scrolling through the entire conversation thread in the ticket.

Zylker Medcare offers online medical consultation for patients. The doctors at the firm provide consultations to patients through calls, chats, and emails. Each patient query is logged into Zoho Desk as a ticket. After the consultation concludes, the doctor closes the ticket. Zylker Medcare prefers to maintain a record of the prescriptions provided. The admin utilizes the Resolution tab in the ticket to document the recommendations and prescriptions made by the doctor.
However, the admin prefers to enforce the Resolution tab as mandatory when the doctor closes the ticket.

How can this be achieved?
The Resolution tab can be made mandatory through a simple layout rule. Here are the steps to implement it. 
  1. Go to Setup. Choose Layouts and Fields under Customization.
  2. Choose the Department for which you want to set the Resolution as mandatory.
  3. Now, choose Layout Rules under Layouts and Fields.
  4. Click on Create Rule at the top right of the screen,.
  5. Type your desired name and description for the layout rule.
  6. Under 'Choose a primary field that controls this rule', choose Status.
  7. Set the condition for Status as Status is closed. If you have a custom field for closed ticket, mention the custom name in the condition by separating values with a comma.
  8. Click Next once you have set the condition. The Layout Rules page will appear with the module and department name.
  9. Click on Trigger an action and choose Set Mandatory Fields.
  10. Under Set Mandatory Fields, select Resolution field. Click Done.


​
For information on Ticket Resolution.

How does this layout rule work? 
When the agent tries to close a ticket, the resolution field will appear. After the agent types the resolution offered in the ticket and saves the information, the ticket will move to Closed Status.
With the layout rule in place, Zylker Medcare ensures that a ticket can only be closed when the doctor adds the prescription and recommendation in the resolution field. 
Note: If blueprint is applied to Tickets, we can add "resolution" during the transition, as this rule will not work on the blueprint-applied tickets.

Stay tuned for regular updates towards creating a great experience with Zoho Desk.




      • Sticky Posts

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Tip #1: Learn to pick the right channels

        Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

      • Welcome to Zoho Desk Community - Say hello here!

        Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

      • Webinar 1: Blueprint for Customer Service

        With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

        • Recent Topics

        • Pending Sales Order Reports

          Pending sale order report is available for any single customer, Individual report is available after 3-4 clicks but consolidated list is needed to know the status each item. please help me.

        • lavetisiva1997@gmail.com

          lavetisiva1997@gmail.com. OTP

        • Zoho Mail SMTP IP addresses

          We are using Zoho Mail and needs to whitelist IP for some redirections from your service to another e-mails. You can provide IP address list for Zohomail SMTP servers?

        • Migrate Your Notes from OneNote to Zoho Notebook Today

          Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import

        • Zoho Campaigns - Why do contacts have owners?

          When searching for contacts in Zoho Campaigns I am sometimes caught out when I don't select the filter option "Inactive users". So it appears that I have some contacts missing, until I realise that I need to select that option. Campaigns Support have

        • email forwarding not working

          Your email forwarding service does not work. I received the confirmation email and completed the confirmation, after that nothing and nothing since no matter what I have tried. Shame as everything else was smooth. I spose it's harder to run one of these web based internet mail services than you guys thought!!! can you fix the email forwarding asap PLEASE!

        • Google Ads Conversions Not Being Tracked in Zoho CRM

          We have 3 different conversions created in our Google Ads Account. Only one of the 3 conversion types is tracking in Zoho CRM. Our forms are Elementor Forms that are mapped into Zoho CRM. It apprears to me that all leads are showing up in Zoho CRM, but

        • Enable Locations for Expense

          Hi, please enable Locations (ex Branches) for Zoho Expense so that there is consistency between this app and Zoho Books. Thanks in advance.

        • in the Zoho Creator i have File Upload field get the file on submission of the form Get the File and upload to Zoho Books

          in the Zoho Creator i have File Upload field get the file on submission of the form Get the File and upload to Zoho Books . how I get the file From zoho creator and upload to Zoho Books . using Api response = invokeUrl [ url: "https://www.zohoapis.com/creator/v2.1/data/hh/l130/report/All_Customer_Payments/"+input.ID

        • Generate a link for Zoho Sign we can copy and use in a separate email

          Please consider adding functionality that would all a user to copy a reminder link so that we can include it in a personalized email instead of sending a Zoho reminder. Or, allow us to customize the reminder email. Use Case: We have clients we need to

        • Rate Limiting in Zoho Flow (OpenAI API)

          Hi Everyone, We are facing some issues when using Zoho Flow as we have a deluge script running which is making external calls to OpenAI endpoint. Sometimes the response takes more than 30 seconds meaning the script will timeout. We want to implement a

        • Placing a condition before converting the LEAD

          Hi,  I need some assistance with Lead conversion. I need to place certain conditions before allowing the user to convert the lead.  For example: up until the certain status's doesn't equal "green" don't allow to convert lead.  I tried creating this using

        • it is possible to open a widget via deluge script function

          I have one function that is workflow action I call my fucntion I need to call the internal widget it is possible to open or it have to please tell me the solution

        • Creator - Portal Custom Domain

          I will pay $100 in crypto to anyone who can actually get my Creator Custom Domain to function (actually tell me how you got yours to).  Domain verifies, Nothing. I've been fighting it a week, multiple chats to customer service. Clearly I'm doing something wrong.  Some datapoints Domain name itself unimportant, can be a string of numbers.  I need to know what registrars are working for you because GoDaddy does NOT.  Do I need hosting? I've tried both ways and nothing works.  I pushed through Cloudflare

        • steps and options to change Domain DNS/Nameservers settings

          Please share the options or steps to change  Domain DNS/Nameservers settings 

        • Employees in Leave Policy exceptions

          In the Leave Policies we should be able to add specific employees to the exception list So it will be like All Employees except A,B,C in the exception list, currently we can only add departments etc

        • Modular Permission Levels

          We need more modular Permissions per module in Books we have 2 use cases that are creating problems We need per module export permission we have a use case where users should be able to view the sales orders but not export it, but they can export other

        • Kaizen #157: Flyouts in Client Script

          Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

        • How get stock name from other column ?

          How get stock name from other column ? e.g. =STOCK(C12;"price") where C12 is the code of the stock

        • Adding a developer for editing the client application with a single user license

          Hi, I want to know that I as a developer I developed one application and handed over to the customer who is using the application on a single user license. Now after6 months customer came back to me and needs some changes in the application. Can a customer

        • Download an email template in html code

          Hello everyone, I have created an email template and I want to download it as html. How can i do that? I know you can do it via the campaigns-first create a campaign add the template and download it as html from there. But what if i don't want to create

        • Attachment is not included in e-mails sent through Wordpress

          I have a Wordpress site with Zeptomail Wordpress plugin installed and configured. E-mails are sent ok through Zeptomail but without the included attachment (.pdf file) Zeptomail is used to send tickets to customers through Zeptomail. E-Mails are generated

        • Upcoming Changes to the Timesheet Module

          The Timesheet module will undergo a significant change in the upcoming weeks. To start with, we will be renaming Timesheet module to Time Logs. This update will go live early next week. Significance of this change This change will facilitate our next

        • Best way to schedule bill payments to vendors

          I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have

        • Cant update image field after uploading image to ZFS

          Hello i recently made an application in zoho creator for customer service where customers could upload their complaints every field has been mapped from creator into crm and works fine except for the image upload field i have tried every method to make

        • Billing Management: #4 Negate Risk Free with Advances

          In the last post, we explored how unbilled charges accumulate before being invoiced. But what happens when businesses need money before service begins? Picture this: A construction company takes on a $500,000 commercial building project expected to last

        • Is there an equivalent to the radius search in RECRUIT available in the CRM

          We have a need to find all Leads and/or Contacts within a given radius of a given location (most likely postcode) but also possibly an address. I was wondering whether anyone has found a way to achieve this in the CRM much as the radius search in RECRUIT

        • Zoho CRM Inventory Management

          What’s the difference between Zoho CRM’s inventory management features and Zoho Inventory? When is it better to use each one?

        • Cannot Enable Picklist Field Dependency in Products or Custom Modules – Real Estate Setup

          Hello Zoho Support, I am configuring Zoho CRM for real estate property management and need picklist field dependency: What I’ve tried: I started by customizing the Products module (Setup > Modules & Fields) to create “Property Type” (Housing, Land, Commercial)

        • Get Workflow Metadata via API

          Is there a way to get metadata on workflows and/or custom functions via API? I would like to automatically pull this information. I couldn't find it in the documentations, but I'm curious if there is an undocumented endpoint that could do this. Moderation

        • Zoho Projects - Q2 Updates | 2025

          Hello Users, With this year's second quarter behind us, Zoho Projects is marching towards expanding its usability with a user-centered, more collaborative, customizable, and automated attribute. But before we chart out plans for what’s next, it’s worth

        • FSM setup

          So we have been tinkering with FSM to see if it is going to be for us. Now is the time to bite the bullet and link it to our zoho books and zoho crm. The help guides are good but it would really help if they were a bit more in depth on the intergrations.

        • Upcoming Updates to the Employees Module in Zoho Payroll (US)

          We've made a couple of updates to the Employees module in Zoho Payroll (latest version of the US edition). These changes will go live today. While creating an employee Currently, the Compensation Details section is part of the Basic Details step, where

        • Possible to Turn Off Automatic Notifications for Approvals?

          Hello, This is another question regarding the approval process. First a bit of background: Each of our accounts is assigned a rank based on potential sales. In Zoho, the account rank field is a drop-down with the 5 rank levels and is located on the account

        • ZOHO Creator subform link

          Dear Community Support, I am looking for some guidance on how to add a clickable link within a Zoho Creator subform. The goal is for this link to redirect users to another Creator form where they can edit the data related to the specific row they clicked

        • Allow Resource to Accept or Reject an Appointment

          I have heard that this can be done, is there any documentation on how?

        • Create new Account with contact

          Hi I can create a new Account and, as part of that process, add a primary contact (First name, last name) and Email. But THIS contact does NOT appear in Contacts. How can I make sure the Contact added when creating an Account is also listed as a Contact?

        • Custom Fonts in Zoho CRM Template Builder

          Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

        • Python - code studio

          Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

        • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

          Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:

        • Next Page