Knowledge Base Zoho Desk For Administrators Customization

            Customizing Help Desk Layouts

            Layout customization refers to customizing a record's details page and the layouts related to it. This includes organizing related items on a page, customizing related lists, and the search layout.

            You can perform the following customizations in a record's page layout:
            • Organize page details
            • Show/hide fields
            • Make fields mandatory
            • Add new sections
            • Customize search layout
            • Add custom fields

            Organize Page Details
            The option to Organize Page details is available in each module and helps to change the order of the related list views. Additionally, you can show or hide some of the related fields as per your organization's requirement using this feature.
            To organize the page details:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Layouts under Customize.
            3. In the Edit Page Layout page, select the module from the drop-down list.
              Module refers to the Tickets, Accounts, Contacts, etc. tabs.
            4. In the [Module] Layout page, drag and drop the fields from the [Module] layout list to the Removed Fields list and vice versa to show or hide the fields.
            5. In the [Module] Layout list, drag and drop the fields to change their order on the page as per your requirement.
            6. Click Save.


            Note:
            • Certain fields are mandatory (read-only and system properties) and cannot be removed from the page layout.

            Marking Fields as Required
            You can mark fields as required or mandatory in Zoho Desk.
            To mark fields as required:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Layouts under Customize.
            3. In the Edit Page Layout page, select the module from the drop-down list. 
              Module refers to the Leads, Accounts, Contacts, etc. tabs.
            4. In the [Module] Layout page, hover your mouse pointer on a field and select the Mandatory check box.
            5. Click Save.

            Adding Sections
            A section is simply an area on a page layout, where we can group similar fields under an appropriate heading. This makes it easy for your users to quickly identify and enter the information for a record, especially if your record has a significant number of fields. By default, there are certain sections available in each of your modules.
            To add a new section:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Layouts under Customize.
            3. In the Edit Page Layout page, click Add New Section.
            4. Enter the Section Name in the pop-up.
            5. Click OK.
            The new section will be added at the bottom of the page layout. You can create a new field or drag an existing field into this section.

            Note:
            • You can delete the sections from the [Module] Layout page. 
            • You must remove the read-only and mandatory fields in a section before you could delete it.

            Customize Search Layout
            You can select the fields that should be searched for, in a module. For example, when you search contacts by name, you may want to view the values from the email, phone, city and customer account fields. You can select just these in the Search Layout. 
            To customize search layout:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Layouts under Customize.
            3. Under Layouts menu, click Search Layout.
            4. In the Search Layout page, select the module from the drop-down list.
            5. In the [Module] Fields List page, click the Specific Fields option.
            6. Select the check box(es) of the fields that you want to view in the Search Results' page.
            7. Click Save.


            By default, the system will search for all the field values in modules like Tickets, Contacts, Accounts, and Knowledge Base. When you choose to search for specific fields, you can select a maximum of 10 fields/module. For the Tasks and the Products module, you can select a maximum of 6 fields.

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