Zoho Desk supports multiple custom field types: single-line text, multi-line text, dropdown (pick list), number, date, checkbox, and email. Each type is suited to different data. A dropdown field for ‘Product Line’ ensures consistent data entry across all agents.
Custom fields are available as conditions in workflow rules, assignment rules, and SLA policies. A custom field called ‘Customer Tier’ can trigger different SLAs, route tickets to specialist teams, and filter reports by customer segment.
Once data is captured in custom fields, it can be used as report dimensions. A report grouped by a ‘Region’ custom field shows ticket distribution across geographies. This turns operational data into business intelligence specific to your industry.
A custom field is a user-defined data field added to ticket, contact, or account records to capture business-specific information. Custom fields can drive automation rules, SLA policies, and reports tailored to your operations.
Zoho Desk supports text, multi-line text, dropdown, number, date, checkbox, and email custom field types. Dropdown fields enforce consistent data entry, while text fields allow free-form input for unique identifiers.
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