First Insight - Find your Fields

First Insight - Find your Fields

The Wheels of Ticketing - Desk Stories

Find your Fields

What are fields?

Fields are crucial in ticketing modules that capture information about Tickets, Customers, Organizations, Products, and more. Depending on the kind of data being stored, users can choose from various types of fields, including Date, Date/Time, Picklist, Single-line, and Multiline. 
 
Desk offers standard fields that cater to everyday business needs, such as Company name and Email address. It also allows the addition of custom fields based on specific business requirements. A layout is comprised of both standard and custom fields.

Types of fields

Standard Fields

Organizations can display or hide standard fields within each module according to their needs. Notably, mandatory fields defined by the system, such as Departments and Contact Name, cannot be modified or removed. Any alterations made to the standard fields within a layout will apply organization-wide.

Custom Fields

Alongside the standard fields, Desk provides the opportunity to add custom fields tailored to specific industry needs, including types like string, decimal, integer, currency, and checkbox. For instance, a custom field titled "Referred By" can be created to track customer referrals. However, it's worth mentioning that these custom fields will only be available within the department where they were made. Custom fields can be added to various modules, including Contracts, Time Entry, Agents, Tickets, Contacts, Accounts, Products, Calls, Tasks, and Events.

A story for better comprehension of using fields

The Ticketing Turnaround at Crazy Fitness

Crazy Fitness, a popular fitness studio chain, was struggling to keep up with its rapidly growing customer base. The support team was inundated with tickets, and response times were suffering.

Rachel, the support team lead, knew they needed a better system. She implemented a new ticketing system by choosing the right fields and creating the necessary custom fields, focusing on:
  • Multi-channel support: Rachel configured the system to manage requests from multiple channels, such as email, social media, and live chat.
  • Knowledge base: She developed a thorough knowledge base, enabling customers to find solutions to their queries independently.
  • SLA management: Rachel set up well-defined service level agreements (SLAs) to guarantee prompt responses and resolutions.

With the new ticketing system, Crazy Fitness:

  • Reduced ticket volume: By 20%, as customers found answers in the knowledge base.
  • Improved response times: By 50%, thanks to automated routing and SLA management.
  • Increased customer satisfaction: By 30%, as customers received timely and personalized support.
As Crazy Fitness continued to expand, Rachel's team used the ticketing system to identify trends and optimize their support process. They even launched a customer feedback program, using ticket data to inform product development and improve the overall customer experience.

Crazy Fitness's commitment to customer support helped the company maintain its reputation as a leader in the fitness industry.

Overview of fields

In the newly set Crazy Fitness ticketing help desk system, fields typically refer to the different pieces of information that can be captured or displayed for each support ticket. Here are some standard fields you might encounter:

Ticket Fields

  • Ticket ID/Number: A unique identifier is assigned to each ticket
  • Subject: A summary of the issue or request
  • Description: A detailed account of the problem or question being addressed
  • Category: The type of issue (e.g., technical support, billing questions, general inquiries)
  • Priority: The urgency level of the ticket
  • Status: The current state of the ticket (e.g., open, in progress, resolved)
  • Assignee: The agent or team designated to handle the ticket
  • Requester: The individual who submitted the ticket

Contact Fields

  • Name: Customer's full name
  • Email: Customer's email address
  • Phone: Customer's phone number
  • Organization: Customer's company or organization

Custom Fields

  • Age - Age of the fitness enthusiast
  • Height - Height of the fitness enthusiast in centimetres
  • Weight -Weight of the fitness enthusiast in kilograms
  • Diet Plan - A balanced diet plan prescribed to the fitness enthusiast  for a healthy lifestyle

Additional Fields

  • Tags: Keywords or labels to categorize and filter tickets
  • Attachments: Files or screenshots added to the ticket for context
  • Conversation History: Record of all interactions related to the ticket
  • Custom Fields: User-defined fields to capture specific information relevant to a business

Reporting and Analytics Fields

  • Created Date: Timestamp when the ticket was created
  • Resolved Date: Timestamp when the ticket was resolved
  • Resolution Time: Time taken to resolve each ticket
  • Agent Performance: Metrics to evaluate agent efficiency and effectiveness

Takeaway

These fields help you manage, track, and analyze customer support requests efficiently, ensuring timely resolutions and improved customer satisfaction. 

These fields can vary depending on the help desk software being used, and some systems offer customizable fields to suit specific organizational needs better.

Please stay tuned for more Desk Module stories.

Cheers,
 
Kavya Rao
The Zoho Desk Team

    • Recent Topics

    • 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

    • TArgets To Accounts (Modules)

      How can i set sale target to Customers (Accounts Module)

    • 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 

    • 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!

    • Custom validation in CRM schema

      Validation rules in CRM layouts work nicely, good docs by @Kiran Karthik P https://help.zoho.com/portal/en/kb/crm/customize-crm-account/validation-rules/articles/create-validation-rules I'd prefer validating data input 'closer to the schema'

    • Enterprise subscription support

      My organization sells subscription services to enterprise customers, which is a different model from the consumer subscription model that Zoho Billing has been designed to support and I beleve this capability should be added. An enterprise subscription

    • Recruit paid support?

      Hi all, Could anyone who has paid support package advise if it provides value for money with regards to support response times? Exploring the idea as unfortunately when we have faced issues with Recruit it has been a 7+ day timescale from reporting to

    • Free Plan mail accounts details

      In the zoho mail pricing there's a free plan that includes: FREE PLAN Up to 25 Users 5GB* /User, 25MB Attachment Limit Webmail access only. Single domain hosting. I need to make sure that I'm able to create multiple email accounts in the form of: name@domain.com

    • ZOHO Mail App Not working

      There seems to be an issue with Zoho Mail App today. It is not connecting to server, internet is working fine, tried uninstalling app and reinstalling, loading circle keeps spinning round. Is there an update on the way?

    • No more IMAP/POP/SMTP on free plans even on referrals with NO NOTICE

      Outraged. Just referred a colleague to use her domain (not posting it publicly here) to Zoho, just as I have other colleagues, clients, friends. Expected the exact same free plan features as I have and as everyone else I ever referred got. I was helping

    • Unable to receive email - "5.3.0 - Other mail system problem 554-'5.2.3 MailPolicy violation Error delivering to mailboxes'"

      My users are unable to receive emails from one particular domain, apparently. The domain known to be kicked back is whitelisted in the spam control. I sent an email to support earlier this morning but I have not received a reply. The error in the title

    • Caixa de saída bloqueada. Como desbloquear?

      Olá, meu e-mail isabela.celli@sivirino.com está com a caixa de saída bloqueada. Não consigo enviar e-mails. Acredito que tenha sido porque mandei o mesmo e-mail para várias pessoas, pedindo uma cotação de serviço. Vocês podem desbloquear para mim? Quantos

    • Zoho Forms - Improve the CRM integration field to query data from more than one module

      Hi Forms team, Something I get stuck on regularly is pre-populating a form with data when that data is spread across 2 or 3 modules. For example Contacts, Accounts and Deals. I don't want to duplicate the information in CRM so I end up writing a function

    • desbloquear cuenta

      Buenos dias  Cordial saludo Tengo una cuenta libre en zoho mail asociado a un dominio, pero uno de los usuarios se bloquea el correo porque dice que ha excedido el límite de correo, por favor podrian desbloquearla y como hago para que esta persona debe enviar sus correos sin ningun probleama. Gracias de antemano

    • Reupload and rename from one field to another field (file upload)

      Hi Everyone, Sorry, i have question to use invoke url for rename and reupload attachments file to another field. Tested on development mode. Zoho C6. Refer to https://www.zoho.com/creator/help/api/v2/upload-file.html look my error notification. Does anyone

    • Not Receiving Incoming Mail

      I can send emails from my account but I do not receive any. I originally set up forwarding and it worked for a while and then stopped. I turned off forwarding and now do not receive any emails. Could you please check what is causing this issue? Thank you

    • Will zoho thrive be integrated with Zoho Books?

      title

    • BARCODE PICKLIST

      Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

    • Making preview pane "stick"

      Hello, Is it possible to fix/dock the preview pane so that it's always there? The modern monitors are all very wide so there's plenty of space horizontally. Having the preview pane disappearing and appearing again when you click on an email message in

    • Introducing Multi-Asset Support in Work Orders, Estimates, and Service Appointments

      We’re excited to announce a highly requested enhancement in Zoho FSM — you can now associate multiple assets with Work Orders, Estimates, and Service Appointments. This update brings more clarity, flexibility, and control to your field service operations,

    • Reason:554 5.1.8 Email Outgoing Blocked

      I have been struggling to set up my email address for some time now; it's difficult to locate what I need. Additionally, I cannot send or receive any emails. I keep receiving the "Reason: 554 5.1.8 Email Outgoing Blocked" error. There doesn't seem to

    • Trouble Connecting Zoho Mail via IMAP in n8n – Need Help

      Hi everyone 👋, I'm trying to connect my Zoho Mail account to n8n using the IMAP Email Trigger node, but I'm facing issues getting it to work fully. ✅ Here's what I’ve done so far: ✅ IMAP access is enabled in my Zoho Mail settings ✅ I’m using the correct

    • Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked

      Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please

    • Changes to the send mail Deluge task in Zoho CRM

      Hello everyone, At Zoho, we continuously enhance our security measures to ensure a safer experience for all users. As part of our ongoing security enhancements, we're making an important update on using the send mail Deluge task in Zoho CRM. What's changing?

    • Page Rules in Forms

      🚀 Dynamic Page Navigation Implementation I successfully implemented dynamic page navigation based on a user's radio button selection. The goal was to direct users to a specific, corresponding page while ensuring they only interact with the flow determined

    • Unusual activity detected from this IP. Please try again after some time

      When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

    • Cancellation of written-off invoice

      Hi, Can I know when we cancel the write off (write back), in which FY, the reversal is recorded. It doesn't ask as to when the write off should be cancelled to reflect!. It shouldn't reflect in the year in which the invoice was written off since the Year

    • Create Invoice automated with Package

      Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JS

    • I want to create a mailing list, NOT a group.

      Can I create a mailing list in Zoho mail? I just want to be able to make a list of email addresses and give the list a name. Then when I type the list name, the list of email addresses will be automatically listed. When I create a group it sends an email

    • how to download all my files

      We are in the middle of zoho docs to zoho workdrive migration. I can not access my zoho docs page. I get redirected immediately to a zoho workdrive page. I would like to download all my files so that I have a backup in case something goes wrong with the

    • Read webpage - MSXML2.ServerXMLHTTP

      I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").value

    • Export Invoices to XML file

      Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

    • no me llegan los correos a Zoho mail

      No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? gracias

    • Group Calendar as Default for adding new events, etc?

      Hi, I want to make the group calendar (that I created, if that makes a difference) the default for anything new I add to the calendar. How can I do that? thanks.

    • Bookmark Loading is Buffering

      Hi, i clicked on the bookmark tab, around yesterday and since then it's been constantly buffering and doesn't allow me to access the mail's i have tried login in and out but of no help also trying to share a screenshot of the issue around 232 kb size,

    • Next Page