How can I use Map Dependency Fields?
Map Dependency Fields allows you to create dependencies between two pick list fields.
For example, let us say you have a field called "Issue Type" and the options to be listed for it are "Software, Computer, Printer, etc". Also, you have another field called "Product Name" and the options for it are MS Office, Dell, HP, Service Desk, Compaq, Zoho Support etc.
Now, you can create dependencies between the two fields mentioned above. When you select "Computer" in the "Issue Type" field, only Dell, HP, Compaq will be shown under the Product name list. Rest of the options like MS Office, Service Desk and Zoho Support will be hidden.
For more help, refer field list.
Related Articles
Managing Help Desk Fields
Fields are integral to a module since they hold the information associated with it. Customizing the fields specific to your support process allows you to unlock the full power of your Zoho Desk application. Fields can be of two types: Standard ...
Adding Custom Help Desk Fields
You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...
On Hold state - Use cases and Behavior
Zoho Desk allows you to pause SLA timers on tickets when you are waiting for an event to happen. You can do this by selecting a status that is mapped to the On Hold state. However, it is important that you understand the functionality and which parts ...
What are the default ticket fields?
Most often a ticket will contain the requestor's name, email, subject and a description of the request. Apart from these, there are also a bunch of standard fields which your customers can choose to fill when they submit a ticket. For example, they ...
How can I use Workflow?
Workflows are available in the following modules, Requests, Solutions, Contacts, Accounts, Contracts & Products In all organization, a pre-defined process will be followed for assignment of tickets, tracking status, setting due dates & sending ...