Knowledge Base Zoho Desk Getting Started Introduction

            Standard Help Desk Modules and Fields

            By default, Zoho Desk provides some standard fields in each of the help desk modules. These standard fields can be displayed or hidden as per the organization's requirement. The mandatory fields cannot be edited or deleted. Some of these fields are common to all modules and are displayed within each module settings. However, depending on your business requirements, you can add custom fields for each module.

            Here are the standard modules that are available in Zoho Desk:
            • Tickets
            • Accounts
            • Contacts
            • Products
            • Tasks
            • Contracts
            • Time Entry
            The following tables give the list of standard fields in the above Modules along with their description.

            Tickets
            Field Name Description Data type Maximum Limit
            Department Specify the department of the ticket Pick List -
            Account Name Select the account related to the ticket Look up -
            Contact NameSelect the contact related to the ticket Look up -
            Ticket Owner Select the name of the agent to whom the ticket is assigned Pick List -
            Status* Select the status of the Ticket from the drop-down list Pick List      -
            Subject* Specify the title of the Ticket. This field is mandatory Text box    Alphanumeric(255)
            Product Name Select the product name related to the ticket Look up -
            Category Select the category of the ticket Pick List - 
            Sub Category Select the sub-category of the ticket Pick List - 
            Classification Select the classification of the ticket Pick List      -
            Due Date Specify the due date for the ticketDate/Time -
            Email Specify the Email ID of the Requestor Email Alphanumeric and Special characters
            Description Specify the details about the ticket Text Area 32000 characters
            Channel Select the channel through which the ticket was received Pick List -
            Phone Specify the phone number of the requestorText box Alphanumeric(30)
            Priority Select the priority of the Ticket from the drop-down listPick List -
            Resolution Specify the solution provided Text Area     32000 characters

            Accounts
            Field NameDescriptionData typeMaximum Limit
            Account Name*Specify the company name. This field is mandatoryText BoxAlphanumeric(100)
            Account OwnerSelect the name of the user to whom the account is assignedLook up-
            EmailSpecify the official e-mail address of the accountE-mailAlphanumeric and Special characters
            DescriptionSpecify any other details about the accountText Area32000 characters
            IndustrySelect the type of industry from the drop-down listPick List      -
            Annual RevenueSpecify the annual revenue of the accountNumericIntegers(10)
            WebsiteSpecify the URL of the company's Web siteURLAlphanumeric(30)
            PhoneSpecify phone number of the accountText boxAlphanumeric(30)
            FaxSpecify fax number of the accountText boxAlphanumeric(30)
            StreetSpecify the street address of the accountText boxAlphanumeric(250)
            CitySpecify the name of the city where the account is locatedText box Alphanumeric(30)
            StateSpecify the resident state of the accountText box     Alphanumeric(30)
            CountrySpecify the resident country of the accountText box   Alphanumeric(30)
            CodeSpecify the zip code of the accountText box    Alphanumeric(30)

            Contacts
            Field NameDescriptionData typeMaximum Limit
            Contact OwnerSelect the name of the user to whom the contact is assignedLook up-
            First NameSpecify the first name of the contactText boxAlphanumeric(40)
            Last Name*Specify the last name of the contact. This field is a mandatoryText boxAlphanumeric(40)
            Account NameSelect the account related to the contact Look up   -
            TitleSpecify the job position of the contactText boxAlphanumeric(50)
            PhoneSpecify the office phone number of the contactText boxAlphanumeric(50)
            MobileSpecify the mobile number of the contactText boxAlphanumeric(50)
            EmailSpecify the primary email address of the contactEmailAlphanumeric(100)
            Secondary EmailSpecify another email address of the contactEmailAlphanumeric(100)
            TwitterSpecify the Twitter handle of the contactLook upAlphanumeric(100)
            FacebookSpecify the Facebook profile of the contactLook up     Alphanumeric(100)
            TypeSpecify the type of contact from the drop down listPick List   -
            StreetSpecify the street address of the contactText boxAlphanumeric(250)
            CitySpecify the city of the contactText boxAlphanumeric(30)
            StateSpecify the state of the contactText boxAlphanumeric(30)
            ZipSpecify the zip code of the contactText boxAlphanumeric(30)
            CountrySpecify the country of the contactText box    Alphanumeric(30)
            DescriptionSpecify any other details about the contactText boxAlphanumeric(250)

            Products
            Field NameDescriptionData typeMaximum Limit
            Department*Specify the department of the productPick List-
            Product Name*Specify the name of the product. This field is mandatoryText boxAlphanumeric(50)
            Product CodeSpecify the product identificationText boxAlphanumeric(40)
            Product CategorySelect the category of the productPick List   -
            Product OwnerSelect the name of the agent to whom the product is assignedPick List-
            DescriptionSpecify any other details about productText Area32000 characters
            ManufacturerSelect the name of the product manufacturerPick List-
            Unit PriceSpecify the unit price of the productCurrency

            Tasks
            Field Name Description Data typeMaximum Limit
            Department* Specify the department of the task Pick List-
            Task Owner Select the name of the agent to whom the task is assigned. Look up  
            Subject* Specify the name of the task. This field is mandatory. Text box Alphanumeric(50)
            Due Date Specify the due date for the task Date/Time  
            Ticket Select the ticket related to the task Lookup -
            Status Specify the status of the task Pick List -
            Priority Select the priority level of the task Pick List -
            CategorySelect the category of the taskPick List  
            Remind At Select the check box to set reminder for the task Check box  
            Description Specify the details about the task Text Area 32000 characters

            Contracts
            Field NameDescriptionData typeMaximum Limit
            Department*Specify the department of the contractPick List-
            SLA Name*Select the SLA to be associated with the contractPick List
            Contract OwnerSelect the name of the agent to whom the contract is assignedPick List-
            Contract Name*Specify the contract name. This field is mandatoryText boxAlphanumeric
            Contract NumberSpecify the contract identification numberText boxAlphanumeric
            Product NameSelect the product name related to the contract.Look up
            Contract Start Date*Specify the date on which the contract startsDate 
            Contract End DateSpecify the date on which the contract endsDate 
            DescriptionSpecify the details about the contractText Area32000 characters

            Time Entry
            Field NameDescriptionData typeMaximum Limit
            AgentSelect the name of the agent to whom the ticket is billedPick List-
            Ticket Charge Type*Select the charge type for the time spentPick List
            Executed TimeSpecify the date and time when the service will be started.Date/Time-
            Hours SpentSpecify the number of hours of service renderedNumericIntegers(19)
            Minutes SpentSpecify the number of minutes of service renderedNumericIntegers(19)
            Seconds SpentSpecify the number of seconds of service renderedNumericIntegers(19)
            Agent Cost/HourSpecify the agent's cost per hourNumeric 
            Additional CostSpecify if there are any extra chargesNumeric 
            Total CostTotal cost will be auto-computedNumeric
            DescriptionSpecify the details about the time entryText Area32000 characters
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