Customfields per department
Dear Zoho Support Team,
As you might remember, i asked you about "customfield per department" feature about a year ago. As far as i can see, nothing has been changed.
Let me explain again: we have different departments with completely different purposes, so customfields for one department are not suitable for another and just confuse users.
All we want is an ability to define customfield per department (or Queue, as it's named in other request trackers). For example, one department needs a filed with Phone number, but another doesn't need it. So we just add a customfield 'Phone number' for first department, put it on the layout and that's all.
Another department has completely different fields and layout and users and support reps of that department would not see that 'Phone number' field anywhere.
You gave me a piece of advice to use customfields dependencies and mapping, but that's not convenient: first of all, the request page would look like a mess with tens of senseless empty fields, furthermore, we would not be able to make one field mandatory for one department, as it would be mandatory for all departments.
That's a feature other trackers allow to make easily (for example, we use famous Request Tracker for that) and we extremely need it.
Without this feature the only purpose to use Zoho Support is to handle one type of requests, for example, support for software products, and just separate departments to differents products, as you do to support your products. It's not possible to use Zoho Support for anything else, just because we are limited to use the same fields and dependencies.
But there are so many types of businesses and it would be really nice to have this feature to use Zoho Support as support platform for them.
Thank you in advance.