{"id":4310,"date":"2026-05-29T21:31:56","date_gmt":"2026-05-29T21:31:56","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4310"},"modified":"2026-05-29T21:31:56","modified_gmt":"2026-05-29T21:31:56","slug":"custom-field-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/custom-field-zoho-desk\/","title":{"rendered":"Custom Field (Desk)"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">A custom field in Zoho Desk is a user-defined data field added to ticket, contact, or account records beyond the default fields. Custom fields capture business-specific information needed for routing, reporting, or SLA calculations.<\/div>\n<div class=\"gt-section\">\n<h2>Types of Custom Fields<\/h2>\n<p>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 &#8216;Product Line&#8217; ensures consistent data entry across all agents.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using Custom Fields in Automation<\/h2>\n<p>Custom fields are available as conditions in workflow rules, assignment rules, and SLA policies. A custom field called &#8216;Customer Tier&#8217; can trigger different SLAs, route tickets to specialist teams, and filter reports by customer segment.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Custom Fields in Reports<\/h2>\n<p>Once data is captured in custom fields, it can be used as report dimensions. A report grouped by a &#8216;Region&#8217; custom field shows ticket distribution across geographies. This turns operational data into business intelligence specific to your industry.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A medical device company adds custom fields to Zoho Desk tickets: &#8216;Device Model&#8217; (dropdown), &#8216;Serial Number&#8217; (text), and &#8216;Warranty Status&#8217; (dropdown). Assignment rules route tickets to the correct product team based on Device Model, and reports show which device models generate the most support tickets.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/assignment-rule-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Assignment Rule (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/custom-report-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Custom Report (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is a Custom Field in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What types of custom fields are available in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Custom fields in Zoho Desk add business-specific data to tickets and contacts, enabling targeted automation, routing, and custom reporting.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Custom Field (Desk) | Zoho Desk Glossary","seo_description":"Custom fields in Zoho Desk add business-specific data to tickets and contacts, enabling targeted automation, routing, and custom reporting.","seo_keyword":"custom field (desk) zoho desk","seo_faqs":"[{\"q\": \"What is a Custom Field in Zoho Desk?\", \"a\": \"A custom field is a user-defined data field added to ticket, contact, or account records to capture business-specific information. 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