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

    • Auto tracking URL generation based on Carrier

      Hi, While creating a shipment order for a package in Zoho Books, I have a requirement that for example, if the carrier is Delhivery and tracking number is 1234, then can automatically the tracking link/URL be generated as www.delhivery.com/1234. Similary,

    • New Beginnings with Zoho Desk mobile app best practices: Part 3

      In focus: Scaling consistency, intelligence, and customization In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile. Let's reconnect with Omniserve, the field

    • Highlights of 2025: Milestones and moments

      Hey everyone! As we step into 2026, it’s a great time to look back at everything 2025 brought to Zoho Social. This year was big, packed with powerful new features, smart enhancements, exciting events, and a major milestone: a whole decade of Zoho Social.

    • Introducing the sandbox environment in Zoho Sign

      Hey there! Customer and partners across the globe have been requesting a testing environment—also called a sandbox—for quite some time. Sandboxes help you try out document workflows before using them in your production setup. This new year, we are excited

    • Can I share the drive with another Windows user?

      We use the WorkDrive Sync application on a server with several remote desktop users. Our question is: Can the drive created by WorkDrive Sync be shared from one of these remote users with the other users so they can access the files, or do we need to

    • Syncing Bills in Zoho Books to Zoho CRM

      Is there any way to sync the Bills in Zoho Books in Zoho CRM

    • Auto CheckOut Based On Shift.

      This Deluge script runs on a scheduled basis to automatically set the 'Actual_Check_Out' time for employees who haven't manually checked out. If the current time is past their scheduled 'Shift_End_Time', the script updates the check-out time to match

    • ERROR: Product type cannot be changed for Items having transactions.

      I have mistakenly added a product type as goods for an item that was a digital service. Now when HSN/SAC became mandatory, this brought my attention to this error I did. So I tried changing the product type but it displayed this error message Product

    • Boost your CRM accuracy with smart Data Enrichment

      Hello all! In this post let's look at data enrichment from a holistic perspective to gain more clarity on how you can use it. So, here's a quick recap of what data enrichment is and how you set it up it to enhance your existing module data! What is data

    • Is it possible to set a region lookup table so that my deal country can lookup this lookup table

      Hi there, I would like to be able to add a data lookup table with the following fields: Country, Region. And then in my deal report, i can then lookup this table to fish out the region in my report. This will be important for my sales process to categorise

    • Test Emails Show Sent "via zcsend.net" in My Gmail Account

      I noticed the following info... However, a few email service providers such as Outlook and Gmail will display that the email was sent by zcsend.net (Zoho campaigns’ server) on your behalf instead of just your from email address.  In order to prevent this, you can go for either of these options: Do not select the check box meant for DomainKey Signature which is listed under Unverified sender domains. Include our mail servers by advanced authentication method such as SPF/ Sender ID and DomainKey/ DKIM.

    • 'UnAuthenticated Connection: zbooks_connection'

      I have a zoho connection in Zoho Books, the link name es zbooks_connection, but I like to validate if exist, by example if I use this line in my code: response=zoho.books.getTemplates("", "","zbooks_connection"); But I don't  have the connection I like

    • Calling the new 'Custom API' feature from within a Custom Widget

      From what I've learned it is not possible to call an endpoint from the new "Custom API" feature within a Creator Widget. The SDK's doesn't support it yet, when calling it natively you end up with CORS issues or at least I couldn't get it working even

    • Cannot post to Instagram. I get the error: Insufficient permission to publish on this page. Check with your page Admin to update permissions.

      We had another admin that left the company. Since he left, we get this error when posting to Instagram.

    • Zoho desk desktop application

      does zoho desk has a destop applicaion?

    • Ability to re-order Workflow Rules

      We really need the ability to re-order workflow rules within departments.  Either the ability to drag/drop them into a different order or something.

    • Create an article template

      I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/paste

    • Change of Blog Author

      Hi, I am creating the blog post on behalf of my colleague. When I publish the post, it is showing my name as author of the post which is not intended and needs to be changed to my colleague's name. How can I change the name of the author in the blogs?? Thanks, Ramanan

    • Zoho FSM API Delete Record

      Hi FSM Team, It would be great if you could delete a record via API. Thank you,

    • Instant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23

      Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that you

    • Upload ticket attachments via Drag-&-Drop

      Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...

    • Can we disable add to cart in Zoho Commerce?

      Hello, Our sales happen on the phone. During the call the customer is directed to our website to inspect the products together with the sales rep. So we need a way to present our inventory. I figured Zoho Commerce is a good fit for this use case. However

    • Introducing WhatsApp integration in Bigin

      Greetings! In today's business landscape, messaging apps play a significant role in customer operations. Customers can engage with businesses, seek support, ask questions, receive personalized recommendations, read reviews, and even make purchases—all

    • Zoho One account closure vs deactivation

      I wonder what are the best practices and guidelines around deactivating vs deleting Zoho accounts in organisations? Any practical considerations?

    • Schedule Zoho CRM reports only on Business Days

      Hello, Is it possible to schedule reports only on business days ? We currently get daily sales reports on weekend which has no value since the sales team doesn't work on weekends. Thanks

    • How to install Widget in inventory module

      Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?

    • How to track a contact or customer's past product purchases in Bigin Premiere?

      Hello there. I am the sole user of Bigin for a small company (chess club), and would like to track current and past purchases made by a contact (player) or company (family which includes the player). Players may register for multiple tournaments, take

    • LENTITUD EN RECIBIR MAIL

      Buenas tardes, Estamos experimentando lentitud en la recepción de correos electrónicos.

    • Items should display under specific warehouse

      I have configured the multi warehouse but it show all the items under all warehouse which is not correct according to our business logic, so i want that items should only display under that specific warehouse not under all the warehouses not even with zero quantity. Some items should be common but not all so is there any option for that purpose so i can specific the items to its warehouse. Regards

    • Partial refunds

      I am trying to process refund for a one item invoice, however the refund is partial: i am getting this error while creating credit note, can anyone share some wisdom about this

    • Best practice importing items and matching assemblies

      Hi, I was wondering what would be the best practice to import items and composite items (assemblies) From my backup, what should I import first? The items or the composite items? I am on Zoho one, using inventory and books. Kind regards, Sabine

    • Bulk Fill In & Edit PO/Bill/SO/Invoice

      Hello, I am adding stock in bulk on a PO, the system is automatically populating the Rate (price) and Tax from the item data. Problem is that the bill rate is different from the rate on the item data, so I have to manually erase each and enter the price.

    • Items Below Reorder Point Report?

      Is there a way to run a report of Items that are below the Reorder Point? I don't see this as a specific report, nor can I figure out how to customize any of the other stock reports to give me this information. Please tell me I'm missing something s

    • Cancelled Transfer order problem

      Hello, We've canceled a transfer order, and we can't add the related items to a new Transfer Order. The system tells us that the bin doesn't have the required quantity, but when we check the item, it indicates that there are 2 units in the bin. It also

    • Creating a Chart from a Report

      In Zoho Analytics, is it possible to create a chart from a Pivot View report? We are looking to use Zoho Analytics to replace Excel for Sales reports and would like to be able to show both the table and the chart together.

    • Client Portal ZOHO ONE

      Dear Zoho one is fantastic option for companies but it seems to me that it is still an aggregation of aps let me explain I have zoho books with client portal so client access their invoice then I have zoho project with client portal so they can access their project but not their invoice without another URL another LOGIN Are you planning in creating a beautiful UI portal for client so we can control access to client in one location to multiple aps at least unify project and invoice aps that would

    • Email Insights included in Bigin emals are marked as SPAM everywhere

      Today I noticed that email recipients who use Office 365 never receive emails sent from Bigin. Further examination showed that all Email Insights links in email headers are marked as spam/phishing by Office 365. Example screen included. The problem is

    • Data Import | Zoho Analytics Custom Query Window Size

      Please increase the window size for the Custom Query Data Import. It's impossible to work with such a small query window.

    • Name changed in settings for mailbox but still not changed when typed in To field

      In the email account secretary@ i have updaetd the new staff members details but the old members name still appears when I type secretary@ in the To field. I cant work out where Zoho is finding the old name from. I have deleted the browser cache. If I

    • Cannot add my name to my domain name

      I want to have My name@mydomain.com and it says my name is linked to another account already. Please fix it since I do not have another account.

    • Next Page