How to Use Ticket Fields in Zoho Desk | Complete Guide

Zoho Desk - How to Use Ticket Fields in Zoho Desk

Capture the Right Information for Faster, Accurate Ticket Handling

🟩 1. What Are Ticket Fields?

Ticket Fields are the data fields inside a ticket that store important information such as:

  • Customer details

  • Issue type

  • Priority

  • Product

  • Status

  • Department

  • Custom information

These fields help agents understand the issue quickly and take the right action.

🟩 2. Types of Ticket Fields in Zoho Desk

1. Default Fields

Zoho Desk provides built‑in fields like:

  • Subject

  • Description

  • Status

  • Priority

  • Channel

  • Contact Name

  • Department

  • Classification

2. Custom Fields

You can create your own fields to match your business needs. Examples for Kanchan Electronics:

  • Product Model

  • Warranty Status

  • Purchase Date

  • Serial Number

  • Service Type

  • Issue Category

🟩 3. How to View Ticket Fields

  1. Open Tickets from the left panel.

  2. Click any ticket.

  3. Ticket fields appear in the Details section.

  4. Agents can edit fields based on permissions.

🟩 4. How to Create Custom Ticket Fields (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon (top‑right).

Step 2: Select “Layouts & Fields”

Under Customization.

Step 3: Choose the Department

Each department can have its own fields.

Step 4: Select “Tickets” Module

You will see the layout editor.

Step 5: Drag & Drop Field Types

Available field types:

  • Text

  • Dropdown

  • Date

  • Multi‑select

  • Checkbox

  • Number

  • Lookup

Step 6: Configure Field Properties

Set:

  • Field name

  • Mandatory / Optional

  • Default value

  • Visibility

  • Permissions

Step 7: Save Layout

Your new field is now live.

🟩 5. How Ticket Fields Improve Support Workflow

1. Faster Ticket Routing

Example: If “Issue Type = Warranty” → Assign to Warranty Team.

2. Better Reporting

You can filter reports by:

  • Product

  • Issue category

  • Warranty status

  • Priority

3. Accurate Customer Information

Agents get complete details without asking again.

4. Better Automation

Automation rules can use fields as conditions.

🟩 6. Best Practices for Ticket Fields

  • Keep field names simple

  • Avoid too many fields

  • Use dropdowns instead of free text

  • Make important fields mandatory

  • Group related fields together

  • Review fields every 6 months

🟩 7. Recommended Fields for Kanchan Electronics

  • Product Model

  • Serial Number

  • Warranty Status

  • Issue Category

  • Service Type (Installation / Repair / Replacement)

  • Purchase Date

  • Order Number

  • Customer Location

These fields will improve your SalesIQ → Desk → Commerce workflow.

🟩 FAQs

Q1. Can I hide fields from agents? Yes, using field‑level permissions.

Q2. Can I show different fields for different departments? Yes, each department has its own layout.

Q3. Can fields be used in automation? Yes, fields are the backbone of automation rules.

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