Seventh Insight - Organize your data using Modules

Seventh Insight - Organize your data using Modules

The Wheels of Ticketing - Desk Stories

Organize your data using Modules


What are Modules?

Modules in Zoho Desk are powerful organizational tools that facilitate efficient help desk operations. There are eight standard modules, each designed to manage a specific aspect of customer support. These modules allow businesses to align the user interface with their help desk processes and provide a tailored experience for support agents and customers.

The customization of module settings enables teams to adjust the system based on their unique workflows and requirements. This flexibility ensures that the support system is not only practical but also aligned with the organization's specific goals. 

However, it is essential to note that only users with administrator privileges have the authority to perform these customizations. This ensures that the system's integrity is maintained and modifications are made thoughtfully to support effective customer service operations.

What are Custom Modules?

Modules in Zoho Desk are specialised to hold different types of information related to customer service. For instance, the Tickets module is dedicated to managing customer inquiries, requests, and issues, while the Contacts module gathers and organizes detailed customer information to facilitate personalized interactions.

Given the unique demands of customer support in different industries, it's crucial to have the flexibility to customize these modules. In the health and wellness sector, for example, relevant modules might be tailored to specific stakeholders or assets, such as hospitals, doctors, ambulances, and medications. In contrast, the travel and tourism industry might benefit from modules dedicated to packages, destinations, travel vendors, and bookings.

Zoho Desk enables users to create custom modules tailored to their specific business prerequisites. This customization can be further enhanced by adding custom fields that capture unique data points, implementing data validation to ensure accuracy, and creating field dependencies that conditionally display specific fields based on user selections. 

Organizing data into sections can also significantly enhance the usability of forms, providing a more intuitive experience. This level of adaptability enables every business to optimize its customer service processes for increased efficiency and customer satisfaction.
Info
Managing access to Custom Modules 
Whenever you create a module, the option to define module permissions is available, which allows you to select specific users or roles. Additionally, data sharing is also available for custom modules. If a module is designated as private in data sharing, agents assigned to that particular role will only have access to records owned by them or agents with subordinate roles. 

Working with Modules

Organizing modules 

Organizations can display only the relevant modules and hide the unnecessary ones. The hidden modules will not be shown to your users, irrespective of their profiles. You can also drag and drop modules to change the order in which they are displayed in the menu bar.

Renaming modules

The Zoho Desk system allows module names to be renamed according to industry-specific terminologies. For instance, an e-commerce business might rename the “Knowledge Base” module “FAQ.” Only users with administrator privileges can change module names. 

Unveiling the Desk Modules

When teams implement Zoho Desk, it's important to review each module, understand their functions, and configure the right mix of standard and custom modules to deliver practical support to customers.

Tickets module

The Tickets module in Zoho Desk is designed to organize and present relevant information about support tickets within the help desk system. It enables users to link tickets with other standard modules, providing a detailed overview of ticket activities, outstanding tasks, associated files, solutions, and other relevant information. This module acts as a central point for managing and retrieving all necessary details related to customer support requests, which enhances the support workflow for agents and accelerates response times for customer inquiries.

Accounts module

The Accounts module helps organize tickets and contracts by company to manage support effectively at the organizational level. You can associate an account with specific contacts (individuals) to ensure they receive the agreed-upon service level whenever they submit support tickets through one of the many channels enabled in Zoho Desk.

Contracts module

Most service providers establish a formal agreement with their customers that details the specific types of services to be provided and other requirements, such as response times. This not only sets clear expectations for both parties but also promotes a sense of trust and accountability. The Contracts module makes it easy for support teams to ensure compliance with these agreements and deliver the agreed-upon service levels.

Custom modules

Organizations with unique needs may want to implement additional capabilities not found in the standard modules. In this case, custom modules are invaluable for tailoring solutions that align perfectly with how a company does business. For example, generic modules such as "Customers," "Products," or "FAQs" may not be effective in serving the education sector. Instead, educational institutions can develop bespoke modules, such as "Students," "Teachers," and "Admissions," which directly correspond to their audience and operational needs.

Custom modules can seamlessly integrate with core Desk modules through the use of lookup fields, which makes them much more than stand-alone components. Beyond that, custom modules bring a multitude of benefits, including tailored field customization, automated workflows, and the ability to establish precise access controls to enhance overall operational efficiency and user experience.

Knowledge Base module

The Knowledge Base (KB) module is a self-serve online library of information that enables your customers to access solution articles for addressing various product or service-related queries. Agents can create articles related to your product or service and organize them under custom sections for easy access. 

Dashboard module

Finally, we have the Dashboard module. It serves as a centralized interface that provides users with an overview of key metrics, activities, and performance indicators related to support tickets and customer interactions. 

As teams adopt these modules, they often find many ways to improve their customer support experience, such as using custom fields in their Custom Modules. This allows users to add fields that capture specific information to make their service even more personalized.

Conclusion

A well-structured support system makes a world of difference in customer service. The modules not only simplify workflows but also help teams deliver exceptional service to every customer. Support teams that implement Zoho Desk can transform their customer interactions, resulting in quicker resolutions, more efficient management, and satisfied customers who feel valued by their providers.

 

Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team


    • Recent Topics

    • Workflow for deposit to bank account

      Hello, Is it possible to make a workflow when a deposit is made to your bank account which is coupled to Zoho books? I want Zoho to sent an email each time a deposit is made to our bank account via a workflow. Regards, Steven

    • Marking Retainer invoice paid through Deluge

      Hey Everyone, We have a scenario where we are collecting deposit payments on our website. Now, in zoho books, we need to create a retainer invoice and mark it as paid automatically using deluge just like we can mark normal invoices as paid. I have tried

    • Create a new record in custom module vi custom button

      I have zoho books premium plan . I have 2 custom modules in zoho books. 1. Goods Receipt 2. Delivery Order, I need to select multiple records from Goods Receipt and create a new Delivery order from these multiple records. (like multilple sales order into

    • Profile date settings

      At present I have "EEE, MMMM dd, yyyy" but this takes an exessive amount of column space, we should be able to input our own format. I would like to use "EEE, MMM dd, yy" - a much shorter version of the above but with the same abbreviated info, requiring

    • Delivery Method Field in Sales Order Module

      In Books and in Sales orders, the "Delivery Method" field seems to allow for anything to be entered and it seems to store those entries for future use.  When you chose to convert a sales order to a purchase order, the related field is now called "Shipment

    • Editing / Removing stages for pipeline

      Hello, I'm trying to create a new pipeline. I created a new stage and made an error when entering the probability. How can I edit fields in stages that I created? Can I delete these stages from "Add Stages" list?

    • Dynamically Filter User Lookup in CRM Subform

      We have a subform called Pricing Calculator in the Zoho CRM Opportunity module and need some assistance. Current Setup: First column: Picklist (Level) Second column: User Lookup field When a Level is selected, we want the User lookup to display only users

    • change time zone

      can't seem to figure out how to change the time zone of the project

    • Bigin iOS app update: Built-in telephony and RingCentral support

      Hello everyone! We are excited to introduce Built-In Telephony and RingCentral support in the latest iOS version(v1.11.13) of the Bigin mobile app. Once the integration is completed on the Bigin desktop site(bigin.zoho.com), you can choose the Built-In

    • Add Image or Update Image API - for Items Module

      I am trying to add new Items to Zoho Inventory from Zoho Creator. I achieved this using Zoho Inventory Create Item API, but how to add or update the item image from Zoho Creator to Zoho Inventory Item Module?

    • Introducing Booking Pages—a topping for your Calendar Scheduling needs!

      Greetings, We're here with a new topping for Bigin! Let's dive into the details. What does this topping do? Scheduling appointments with customers is one of the most common challenges small businesses face on a daily basis, as it often involves frequent

    • Debugging `try` blocks : Tip

      I find it annoying that if one line inside a `try` block has an error, the Deluge arser points the beginning of the block to the location of the error. BUT, if you temporarily comment out the initial `try {`  The parser goes through the whole block and

    • [Product Update] TimeSheets module is now renamed as Time Logs in Zoho Projects.

      Dear Zoho Analytics customers, As part of the ongoing enhancements in Zoho Projects, the Timesheets module has been renamed to Time Logs. However, the module name will continue to be displayed as Timesheets in Zoho Analytics until the relevant APIs are

    • Use approval workflow comments in record scripts

      Greetings, i'm running an approval workflow for my records, during approval/rejection there is a step where comments are entered. i want to add there comments to the record and to use them in various deluge scripts like sending emails and so on.  how

    • ZOHO Store

      Not able to make a payment We are using Zoho One, and we are from India. The payment currency, which shows for us, is in USD. But the system says we can choose Country/Region India if it shows INR only. Attaching screenshots for more info.

    • Support Migration into Aliases in Zoho Mail

      Hello Zoho Mail Team, How are you? We are in the process of migrating some of our users from Google Workspace (Gmail and Google Drive) to Zoho. During this process, we noticed that Zoho Mail currently only supports migration into a primary mailbox and

    • API for Z Workdrive Flow Make-Integromat ?

      We are zoho workdrive fans Also we would like to have an api to work with Zoho Flow or with Make better known by its old name INTEGROMAT Is it planned and when? 3 months -6 months or more?

    • Apps Pane no longer visible

      I have read all the info and help and nothing works, I do not have a "show apps" anywhere and I can no longer see my Apps pane in the left hand side of mail, please advise how to get this back

    • Canvas View - Print

      What is the best way to accomplish a print to PDF of the canvas view?

    • 5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ(8/21)

      ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの藤澤です。 8月開催のZoho ワークアウトについてお知らせします。 今回はZoomにてオンライン開催します。 ▷▷参加登録はこちら：https://us02web.zoom.us/meeting/register/eVOEnBsSQ2uvX4WN5Z5DeQ ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho

    • New in Zoho Forms: Inline OTP Verification

      Hello form builders, We are excited to announce the launch of Inline OTP Verification in Zoho Forms, a smarter way to ensure the authenticity of the contact details you collect. Until now, OTP Verification in Zoho Forms worked as a pre-access step: respondents

    • Zoho Mail : Associate emails with Meeting records and allow multiple emails to be assocaited at once

      Is there a workaround that would allow either of these? I want to associate emails with Meeting records. I also would like to be able to select multiple emails at once for association with a record.

    • Create task from email

      Is there a way on mobile to create a task from an email? I use this feature a lot and when traveling now I read email on mobile. By the time I get to my office I forget about them since I didn't add it to a task. Is this feature missing on moble?

    • Zoho Socials - Unable to view Channels and SmartQ

      Hi, The channel Facebook has been added by the admin, however, it is not visible on the User level (employee). Other channels are visible. Also, we have the premium account, and SmartQ is not working. Can anyone help? Regards, Priyanka

    • Eliminating Manual Consolidation: Automating Currency Field Sync from Task to Project

      Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:

    • We want to set the "Converted from Lead" value in Deals using a Workflow or via a Deluge script. How?

      For use in Zoho Analytics, we need the field "Converted from Lead" filled in our deal records. This field is empty everywhere, because we do not create deals directly when converting a lead to a contact. We want to do that using the API or a workflow

    • Sales Orders: Quoted_Items + items in another subform -> into Ordered_Items ?

      hello, When creating Sales Orders, is it posible to inherit/fill the Ordered_Items with all the items from Quoted_Items + all the items from a customized subform with similar fields? Since you can create a sales order in different ways (convert, new -

    • How to cancel the GSTR1 pushed to GSTN

      How to cancel the GSTR1 Pushed to GSTN, some rectifications to be done in HSN & SAC code

    • Zoho Books API — Invalid Operation Type / Scope does not exist

      Hello Team, We are unable to use the Zoho Books API from our registered application. We’ve already: Created a client in Zoho API Console using (Admin in Books) Generated the OAuth code and token successfully Used the correct scopes: ZohoBooks.fullaccess,ZohoOauth.userinfo.READ

    • Enhancements in Canvas

      Dear All, Greetings! Canvas lets you design the record details page to suit your brand or business preferences. We are glad to introduce the following enhancements to uplift your design experience. Reusable Components Style Presets Let's go! Reusable

    • Minimum order quantity

      Is there a way to enforce a minimum order quantity - ie has to have a minimum of 250?

    • 【Zoho CRM】ポータル機能のアップデート：UIとポータルの作成フローの変更

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、ポータル機能のアップデートをご紹介します。 目次 概要 ユーザーグループの作成フローの変更 ユーザーグループ詳細画面内のタブについて 「タブと権限」タブについて 「設定」タブについて 概要 UIとポータルの作成フローが変更されました。ポータルの新機能に先立ち、UIを一部変更しました。タブやオプションの配置を見直し、機能へよりアクセスしやすくなっています。 また、「ポータルユーザーの種類」は今後、「ユーザーグループ」と呼称され、ページ上のボタンも「ユーザーグループを作成する」に変更されます。

    • Tax on Imported goods charged by Shipping Company

      Hi Folks, I imported goods from outside Canada, for better understanding I will give an example data. imported goods value: 2000$ The shipping company sent me an invoice containing the following information: Custom duty on imported goods: 400$ Administration

    • Prefilled Date fields auto-changed and then locked when using “Edit as new”

      If a document out for signature has date fields (not SignedDate fields) that were pre-filled before sending, and then you use “Edit as new” to create a new version of the same document, the value of those date fields gets automatically changed to today

    • Zoho Webinar via Social Media

      Hello, is it possible to stream a Zoho Webinar via Social Media like Linkedin or Facebook?

    • Add Hebrew & RTL Support to Feedback Widget

      Hello Zoho Desk Team, How are you? We are using Zoho Desk and would like to utilize the Feedback Widget. While Zoho Desk itself supports Hebrew and RTL, the Feedback Widget unfortunately does not. We kindly request that Hebrew and full RTL support be

    • OAUTH2 isn't working with Power Automate and N8N (Zoho Desk)

      Hello, I am trying to set up an OAuth2 connection to the Zoho Desk API, but the authentication flow fails immediately. I am experiencing this issue in two separate platforms: Microsoft Power Automate (using a Custom Connector) and n8n. Instead of being

    • Kit Items Breaking Automations - "Provide mapped components for all kit items"

      This has been brought up in other threads, but I believe this issue warrants its own topic. Whenever a sales document (Estimate, Sales Order, Invoice) is created or manipulated programmatically, trying to include a Kit as an Item throws this error: "Provide

    • Show item Cost value on Item screen

      The Item screen shows Accounting Stock and Physical Stock. It would be very helpful if value information could be displayed here as well, for instance Cost Price. Currently, to find the Cost Price (as used for inventory valuations) from inside the item

    • Mark shipment as delivered via api

      Hellloooo again Zoho guys !! More help required if you would be so kind, pleeeezz..... var options =        {         'method' : 'post',         'contentType' : 'application/json',         'muteHttpExceptions' : true       }; var myPackNo  = encodeURIComponent('###################');

    • Next Page