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How to add, edit and delete custom fields on Zoho Desk

Before setting up your data migration to Zoho Desk, you need to create custom fields since they cannot be created automatically. Here’s how you do it.

How to create custom fields in Zoho Desk

Step 1. Log into your Zoho Desk and click the Setup icon at the very top of a page. The icon is placed next to your profile picture.

To visualize the steps
Step 2.  A new page with different sections will open. Under Customization, choose Layouts and Fields.

To show where layouts and fields are placed

Step 3. Select the layout, you want to add a custom field in and press on its name to edit. Educate yourself beforehand if you are satisfied with the number of custom fields that can be created in different modules.

Step 4. From the Add Field Section on the right, use the drag-and-drop technique to move a field of your choice to the module section on the left. You can rename the field and set Field Properties for it. Note that Zoho Desk does not allow changing the field type. When moving custom fields you should be aware that some specifications are required. For instance, for Date/Time – current or needed date and time, for Email – Email addresses.

To show the whole interface of creating tickets

Step 5. Press on a Gear icon. Let’s work on the following features.

To show the features of customised fields

5.1. Mark as required can be used to make any custom field mandatory.

5.2. In set permission define which function will be allowed to perform by staff members in your company. Note that only when a certain field is marked as Read & Write for everyone, it can be made mandatory.

5.3. There is a Tooltip tool, which may show hints. But, it can only be set to Pick List, Multi-Select Pick List, Checkbox, Date, and Date/Time.

To show how to set different levels of permissions

Step 6. If you are satisfied with the outcome, press Save Layout.

If you have any questions or need help mapping fields between your source help desk and Zoho Desk, leave us a message in the live chat. We'd be happy to help you out.

How to edit custom fields on Zoho Desk

Step 1. Log into your Zoho account and click the Setup icon at the very top of a page. The icon is placed next to your profile picture.

To visualize the steps

Step 2. A new page with different sections will open. Under Customization, choose Layouts and Fields.

To show where layouts and fields are placed

Step 3. Select the layout, you want to add a custom field in and press on its name to edit.

Step 4. Choose the field you want to edit and click on the

How to access 'Edit Properties' feature when changing custom fields

Step 5. Make the needed changes concerning mandatoriness, providing hints and name.

Step 6. If you are satisfied with the outcome, press Save Layout.

How to delete a custom field in Zoho desk

Step 1. Log into your Zoho account and click the Setup icon at the very top of a page. The icon is placed next to your profile picture.

To visualize the steps

Step 2. A new page with different sections will open. Under Customization, choose Layouts and Fields.

To show where layouts and fields are placed

Step 3. Select the layout, you want to add a custom field in and press on its name to edit.

Step 4. Choose between two options:

4.1. Choose the field you want to delete and click on the Gear icon and press Remove Field. This way the field will be permanently deleted. Keep in mind that once deleted, it can not be restored. Also, you can not delete basic fields, only to remove them from a certain layout.

4.2. Use the drag-and-drop technique to move the unwanted field to the Unused Fields section. It does not delete it forever, just removes it from a certain department layout and not from Zoho Desk. You can restore it, by using the same technique to move it to the required section.

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