Second Insight - Let's talk Layouts

Second Insight - Let's talk Layouts

The Wheels of Ticketing - Desk Stories

Let's talk Layouts


What are layouts?

Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as web pages or graphic designs. 
InfoUser interface layout: In software design, various interface elements, such as buttons, forms, and menus, are arranged to create an efficient and user-friendly experience. 
Layouts control how fields and related sections are organized on a department's module page. Each department can have its own design, which includes a combination of default and custom fields. These layouts dictate which fields are visible, read-only, and required.
 
Customer support agents need specific information to handle tickets for different products or processes effectively. As a result, help desks frequently incorporate multiple custom fields into the ticket forms that customers complete. This may lead to customers facing irrelevant fields that don't apply to their specific issues. The most effective solution to this confusion is to create and use an appropriate layout.

How can you benefit from using layouts?

Layouts are used in a wide range of software applications and platforms to enhance communication and user experience.
 
In Zoho Desk, you can use layouts to tailor the fields on module pages like Tickets and Tasks. The drag-and-drop feature enables you to add new fields easily, remove unnecessary ones, and rearrange fields to match your preferences. 

Key functions of a layout: 

  • Visual hierarchy: Clarifies the significance of various elements and directs the viewer's attention to the essential information.
  • Readability: Enhances the clarity and legibility of text and images, making it easier for the audience to digest the content.
  • Aesthetic appeal: Creates an attractive design that engages users and encourages them to interact with the content.
  • Consistency: This ensures a uniform look and feel across different pages or sections, which helps with branding and recognition.
  • Navigation: Facilitates user navigation by organizing content logically and allowing users to find information quickly and intuitively.
  • Functionality: Supports the intended function of the design, whether to inform, persuade, entertain, or provide a service.
Quote
A well-designed layout is crucial for effective communication and user engagement in any visual medium. 

A story for better interpretation of layouts

The Perfect Layout - A Tech Story

At Heaven Solutions, a bustling tech company, they proudly call their help desk software 'Heaven Desk'. It was the go-to place for agents facing tech troubles, but the overall situation was chaotic. The desks were cluttered, information was scattered, and the agent teams were overwhelmed with requests.
 
Ross, a bright and passionate senior tech support, was part of the help desk team. He loved helping others but often found himself frustrated when navigating through heaps of information to assist his team. One day, while dealing with a particularly perplexing issue, he had a revelation: the team needed structure to tame the chaos!
 
Inspired, Ross gathered his team for a brainstorming session. “What if we redesigned our help desk layout?” he suggested. The team was intrigued but skeptical. “How can a layout make a difference?” one seasoned tech support asked. 
 
Ross smiled and began to explain: “Let’s think of it this way: a well-organized layout can guide users to find solutions quickly. It can reduce confusion, streamline processes, and enhance productivity.” 
 
The team's curiosity was piqued, and they experimented with Ross's idea. They mapped out ideas on a whiteboard and discussed different elements of a successful help desk layout. 
  • Categorization: They categorized issues into clear sections—hardware, software, network, and general inquiries. This way, users could quickly find the category relevant to their problem. 
  • Search functionality: Ross proposed implementing a robust search feature on their help desk platform. Users could type in keywords or phrases, making finding solutions more manageable.
  • Visible layout: The team agreed that a cleaner, visually appealing design would help declutter the experience. They envisioned a layout with ample white space, easy navigation buttons, and tabs representing different categories.


  • FAQ guides: Recognizing that many questions were often repeated, they created an easily accessible FAQ section and a library of troubleshooting guides. This would empower agents to solve minor issues independently.


  • Quick feedback: They incorporated a feedback mechanism where users could rate their experience after each interaction, allowing continuous improvement based on user input.

Excited about their ideas, the team presented the new layout to their manager. To their delight, he loved the vision and approved the redesign. With everyone's input, they built the new Heaven help desk. When they launched the redesigned help desk, it was like transforming a maze into a designated path.


On the first day after the launch, Ross was buzzing with anticipation. As employees began using the new layout, he watched their faces light up. Help desk requests decreased as many users could now find what they needed through the FAQs and guides. The search functionality quickly became a hit, with colleagues excited about how quickly they could resolve issues.
 
Because of their collaborative effort, the help desk now serves as a support system and empowers employees to help themselves. The structured layout improved efficiency and user satisfaction, proving that a thoughtful design could transform chaos into clarity.
 
In the end, the purpose of layouts became clear: they weren't merely about aesthetics; they were powerful tools that guided users, reduced frustration, and ensured a seamless experience. Through Ross's idea and the team's collaboration, Heaven Desk became a model help desk, demonstrating that a little structure could lead to immense success.

Takeaway

A well-designed layout organizes information and resources in a coherent way and makes the system intuitive and easy to use, which reduces frustration and improves user satisfaction. It ensures that users can find what they need quickly and efficiently, whether it involves accessing a knowledge base, submitting a ticket, or tracking the status of their request. 

Please stay tuned for more Desk Module stories.

 

Cheers,


Kavya Rao

The Zoho Desk Team





        • Recent Topics

        • Users Not Automatically Being Added To WorkDrive Team

          I have already created a ticket for this issue, but the support team doesn't seem to understand what's happening. Our organization started with a trial of Zoho Workplace around November 10, 2025. I created 10 users, including myself. I sent out the invites,

        • Synchronization between Gmail and Zoho Mail

          Hello! I am using Zoho Mail within the Zoho One platform. I have completed the basic setup and added all the required DNS records with our domain provider. Our goal is to set up two-way synchronization between our current Gmail inbox and Zoho Mail, but

        • IMAP login problem

          I have my domain hosted with zoho @wilson.ie I have added a new user and have enabled IMAP access to this user account The user can login to zoho mail on the web. When we enter the server settings into Outlook as per below, Outlook cannot login to the

        • Contact data removes Account data when creating a quote

          Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add

        • Changes to subform in Zoho CRM Portal Timeline History Unavailable

          Hi Support Team, We have noticed a feature limitation in the Zoho CRM portal. We created a portal for our vendors to edit records directly, but when vendors make updates, the Modified Time and Date fields are not being updated. Additionally, these updates

        • This mobile number has been marked spam. Please contact support.

          Hi Support, Can you tell me why number was marked as spam. I have having difficult to add my number as you keep requesting i must use it. My number is +63....163 Or is Zoho company excluding Philippines from their services?

        • Zoho CRM Portal Field Level Permission Issue

          Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for

        • Function #11: Apply unused credits automatically to invoices

          Today, we bring you a custom function that automatically applies unused credits from excess payments, credit notes, and retainer payments to an invoice when it is created. Prerequisites: Create a Connection named "zbooks" to successfully execute the function.

        • Edit Contact Roles in the Potentials Mod

          New to ZOHO so I need some help.  I work the same people on different projects concurrency. Their contact info remains the same but their role changes from project to project.  In the Potential Mod you can pick contacts and assign a Role to them.  I know how to edit the roles. What I want to do is add some fields. Specifically I want to add the following "Expectation" "Requirements" and "Communication "Requirements." This will allow me to look at a Potential and see information associated with this

        • Duplicating report but custom layout does not

          Dear Zoho Creator, I need to duplicate a report into 10 copies, but unfortunately the custom layout (detail view) doesn’t copy along with it. I tried exporting and importing the custom layout, but the field mappings are incorrect. I believe everyone are

        • Credit Card Readers?

          We would like to use our commerce website at conferences (and eventually in store) to swipe credit cards to pay for orders. How would we accomplish this? Does Zoho have anything available for a developer write code to integrate something like Stripe Terminal

        • AI generated meeting notes associated to Account or Deal

          As our organization works to improve efficiency we are looking for a solution to leverage AI to generate meeting notes and then add those notes to a CRM record such as an Account or Deal. I see Zoho has a Notebook AI offering that talks about the ability

        • Stock count by bin location

          Is there a configuration to make a stock count by bin or area and not by product. these is useful to manage count by area Regards

        • Add Prebuilt "Partner Finder" Template with Native Zoho CRM Integration in Zoho Sites To: Zoho Sites Product Team

          Hi Zoho Team, We hope you're doing well. We would like to request a prebuilt "Partner Finder" template for Zoho Sites, modeled after your excellent implementation here: 🔗 https://www.zoho.com/partners/find-partner-results.html ✅ Use Case: Our organization

        • How Do I Refund a Customer Directly to Their Credit Card?

          Hi, I use books to auto-charge my customers credit card. But when I create a credit note there doesn't seem to be a way to directly refund the amount back to their credit card. Is the only way to refund a credit note by doing it "offline" - or manually-

        • Can we generate APK and IOS app?

          Dears, I want to know the availability to develop the app on zoho and after that .. generate the APK or IOS app  and after that I added them to play store or IOS store.. Is it possible to do this .. I want not to use zoho app or let my customers use it. thanks 

        • Limitation with Dynamic Email Attachment Capture

          I've discovered a flaw in how Zoho Creator handles email attachments when using the Email-to-Form feature, and I'm hoping the Zoho team can address this in a future update. The Issue According to the official documentation, capturing email attachments

        • Zoho Learn Course Completion Notifications/Triggers/API

          Zoho Learn works great and will suit our course creation needs, but it appears to be lacking a bit when it comes to integration with other Zoho services (creator etc.) when it comes to course completion. 1) Is there an API or Zoho Flow trigger for when

        • Sorting a list of record acquired from the zoho.crm.searchRecords function.

          This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains

        • Enhanced Recording Permission Controls for Zoho Cliq Meetings (Similar to Zoom)

          Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement to the recording permission functionality in Zoho Cliq Meetings. Current Limitation: in Zoho Cliq Only hosts and co-hosts can record a meeting. Participants cannot

        • Phone Connection

          When on a call the person on the other end complains that there is static, I am cutting in and out or they can't hear me all. This happens on the cell connection as well.

        • Can't add a sender adress from zoho campaigns

          hi, I need to change the sender address for a campaign.  When i try to add it i get a message to say 'duplicated email address found while adding your sender address'.  This is the first campaign i'm sending so I don't understand why this message is displayed? Thanks Jane 

        • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

          Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

        • This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

          I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

        • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

          Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

        • Export History timeline

          Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.

        • Desk fails to create a new ticket on Reply email

          When I send a direct email to support@mysite.com, Desk will create a new ticket as expected. When I REPLY to an email sent from support@mysite.com, Desk will NOT generate a new ticket. This is very bad. How can I fix this? Use case: In a separate system

        • Condition based aggregate fields in subforms

          Hello everyone, We're excited to inform you about the latest enhancements made to our aggregate field capabilities in subforms; create aggregate fields based on conditions! An aggregate field is a column on which a mathematical function has been applied.

        • Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?

          Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks Chris

        • Ask the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025

          Hello Everyone, We’re on the 25th episode of our ATE series! It's a true milestone in our live community interactions! It’s been an amazing journey since we started in October 2018. Zoho Desk has come a long way, evolving with the support of a wonderful

        • Printing Multi-Page Reports (PDF Export)

          Hi, I am moving a report from Google's Looker Studio to Zoho Analytics and trying to reproduce the Looker page by page dashboard editing experience. With Google, what you see is what you get when you print to PDF. But I can't seem to create the same experience

        • Addin Support in Zoho Sheet

          Is there any addin support available in zoho sheet as like google marketplace to enhance productivity by connecting with other apps, providing AI data analysis, streamlining business processes, and more?

        • Mass Update of Lookup Fields not possible

          Hello List I've created a custom field for Leads and Contacts 'Current Campaign'. This is very Handy as I can filter leads and then related them to a campaign. Everything ready, but then I realized that mass update doesn't work for lookup fields... a

        • Zoho Books | Product updates | November 2025

          Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax Digital

        • Function #61: Automatically add free item to the invoice based on item quantity

          Hello everyone, and welcome back to another Custom Function Friday! During holiday seasons or special promotions, businesses offer deals like BOGO (Buy One, Get One), Buy 3 Get 1 Free, Buy 2 at 50% off, and much more to attract customers. These promotions

        • Notes for Items for Future Purchase Order

          Next time when I order an item, tau have to make some changes in it, that order has to be placed after 4-5 months, I want to save those changes or points somewhere in the item, how will that be possible..

        • Schemes of different tyoe

          How can easily apply hourly, day wise or month wise  schemes on Bill, Quantity, and other schemes. Like I want to apply a scheme  Form today to next 7 days .where i can mention in zoho books so scheme will implement automatically to all customers and

        • Alphabetically

          How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

        • Zohomail

          Im trying to setup email address zoho

        • Clients not receiving emails

          I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

        • Next Page