🟩 1. What Are Ticket Layouts?

Ticket Layouts define how your ticket form looks — what fields appear, in what order, and for which departments.

Layouts allow you to:

• Add custom fields

• Organize fields into sections

• Show/hide fields based on department

• Make fields mandatory

• Control what agents must fill before closing a ticket

Ticket Layouts = Your customized ticket form structure.

🟩 2. Why Ticket Layouts Are Important

• Capture the right information from agents

• Reduce back‑and‑forth with customers

• Standardize data collection

• Improve reporting accuracy

• Create department‑specific forms

• Ensure agents follow required steps

🟩 3. Examples of Layouts for Kanchan Electronics

1. Service Ticket Layout

Fields like:

• Product Category

• Serial Number

• Technician Assigned

• Service Visit Date

• Issue Type

2. Warranty Ticket Layout

Fields like:

• Purchase Date

• Warranty Status

• Invoice Number

• Product Image

• Approval Status

3. E‑commerce Ticket Layout

Fields like:

• Order ID

• Delivery Status

• Payment Mode

• Return Reason

4. Billing Ticket Layout

Fields like:

• Invoice Number

• Refund Amount

• Payment Reference

🟩 4. How to Create or Edit a Ticket Layout (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon in Zoho Desk.

Step 2: Select “Layouts & Fields”

Under Customization.

Step 3: Choose the Module

Select Tickets.

Step 4: Choose the Department

Each department can have its own layout.

Step 5: Add or Edit Fields

You can:

• Add custom fields

• Rearrange fields

• Create sections

• Make fields mandatory

• Add tooltips

• Hide fields from agents

Step 6: Save Layout

Changes apply instantly.

🟩 5. Field Types You Can Add

• Text

• Dropdown

• Multi‑select

• Date

• Number

• Email

• Phone

• URL

• Checkbox

• Lookup fields

• File upload

🟩 6. Using Conditional Layout Rules

You can show or hide fields based on conditions.

Examples:

• If Product Category = Chimney → Show Filter Type

• If Warranty Status = Out of Warranty → Show Paid Service Amount

• If Order Issue = Refund → Show Refund Mode

Conditional rules make layouts smart and dynamic.

🟩 7. How Layouts Affect Agents

• Agents see only relevant fields

• Mandatory fields ensure complete data

• Layouts reduce errors

• Ticket closing becomes structured

• Reporting becomes more accurate

🟩 8. Best Practices

• Keep layouts simple

• Avoid too many mandatory fields

• Use sections to group related fields

• Use conditional rules to reduce clutter

• Review layouts every 6 months

• Create separate layouts for each department

🟩 FAQs

Q1. Can each department have a different layout? Yes, layouts are department‑specific.

Q2. Can I hide fields from agents? Yes, fields can be hidden or made read‑only.

Q3. Do layout changes affect old tickets? No, only new and updated tickets use the new layout.