Support Help

Fields

Using this feature you can add custom fields and edit the fields that appear on the Add <module> page. For example, if you create a custom field to enter mobile numbers while creating requests, it will be available in the Add Requests page.

You can add upto 50 custom fields.

Note:

  • The number of fields varies for individual field types. Each custom field has a limit on the number of characters you can enter.

You can also delete custom fields if required. However, if you delete a custom field, the related data is also deleted.

Refer to the table below for more information about the maximum limit for each custom-field type :

Field Type Maximum Limit
String fields (Text, Pick List, Email, Phone and URL) 20
Other fields (Multiselect Pick List and Text Area) 5
Integer 5
Decimal, Percentage, and Currency 5
Date 5
Date Time 5
Boolean fields (Checkbox) 5

You can complete the following tasks using this feature:

Adding Custom Fields

You can create custom fields for each module in Zoho Support based on your requirements. You can create different types of custom fields. The description of each field is given below:

Field Type Description Fields
Text To add text
  • Label : Specify the field name
  • Length : Specify the field size (number of character)
  • Maximum Characters : 255
Integer To add integers
  • Label : Specify the field name
  • Length : Specify the field size (Integer)
  • Maximum Integers : 9
Decimal To add decimals
  • Label : Specify the field name
  • Length : Specify the field size (including decimal places)
  • Decimal Places: Specify the number of decimal places
  • Maximum Integers : 16.
Percent To add percentage
  • Label: Specify the field name
Currency To add currency-related data
  • Label: Specify the field name
  • Length: Specify the field size (Integer). Maximum 16 integers are allowed.
  • Rounding Option: Specify the rounding option
  • Decimal Places: Specify the number of decimal places
  • Precision: Specify the rounding precision
Date To add dates
  • Label: Specify the field name
  • Format: YYYY/MM/DD
  • Note: Date format will be changed according user time zone settings.
Date & Time To add date-time combinations
  • Label: Specify the field name
  • Format: YYYY/MM/DD HH:MM
  • Note: Date format will be changed according user time zone settings.
E-mail To add e-mail addresses
  • Label: Specify the field name
  • Length: Specify the field size (Integer)
Phone To add phone numbers
  • Label: Specify the field name
  • Length: Specify the field size (Integer)
Pick list To add pick-list type fields
  • Label: Specify the field name
  • Pick List Values: Specify the pick list values
Multi-select Pick list To add pick lists with multiple selection values
  • Label: Specify the field name
  • Pick List Values: Specify the pick list values
URL To add Web site addresses
  • Label: Specify the field name
Text Area To add long text - 3000 characters
  • Label: Specify the field name
  • Maximum characters : 3000
Check-box To select true (checked) or false (unchecked) values
  • Label: Specify the field

To create custom fields, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, click New Custom Field
  4. Select a field type. For example, Text

  1. Enter a label name for the field
  2. Enter the maximum number of characters that you want to allow for this field
  3. Check the Display this field in the customer self-service portal checkbox, if required
  4. Click Save

Note:

  • The field details will change according to field type that you choose.

You can edit and delete the custom fields that you have created. However, when you delete a custom field, you will lose all the data related to that field in all the existing records.

Customizing Currency Fields

The Currency custom field allows you to define decimal and precision settings based on your selected currency locale. The chart below displays the working of the different rounding options available in Zoho Support:

Normal Rounding

Selecting this option does not allow you to round off values after the decimal point.

To set normal rounding currency custom field:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, click New Custom Field
  4. Select Currency from the list of field types
  5. Enter a name for the field
  6. Enter the maximum number of digits that you want to allow for this field
  7. From the Rounding Option dropdown list, select one of the following options:
      • Normal: This option allows you to enter whole numbers. You cannot round off numbers after the decimal point.
      • Rounding Off: This option allows you to round off numbers after the decimal point. If the second/third digits after the decimal point are < 5, there is no rounding off. If the second or third digit after the decimal point is 5, it rounds off to the next number.
      • Rounding Down: This option allows rounding down in the amount after the decimal point. The second/third digits after the decimal point rounds down (diminishes) to the previous number.
      • Rounding Up: This option allows rounding up in the amount after the decimal point. The second/third digits after the decimal point rounds up (increases) to the previous number.

    Note:

    • When you select the Rounding off, Rounding Down or Rounding Up options, you will also have to enter the rounding precision that you want each of the rounding options to have.
  8. Enter the total number of decimal places that you want to allow for this field
  9. Check the Display this field in the customer self-service portal checkbox, if required
  10. Click Save
  11. You can edit these fields at anytime as per your requirements.

Pick-list Values

A picklist is a list of options made available to a user. In Zoho Support, you can edit existing pick-list values, add custom pick-list values and replace existing pick-list values with your own text.

Editing Pick-list Values

You can edit the default pick-list values provided in Zoho Support.

To edit the default pick list values, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, select the required module
  4. Click Edit against the pick-list value that you want to edit
  5. Make the required changes
  6. Click Save

Adding Pick-list Values

You can add your own custom pick-list values.

To add custom pick-list values, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, select the required module
  4. Click Add New Values
  5. Enter your values one below the other
  6. Click Add
  7. Click Save

You can arrange the existing as well as custom pick-list values in alphabetical order by using the Sort values alphabetically, not in the order entered option.

Replacing pick-list values

You can replace existing pick-list values with new values.

To replace pick-list values, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, select the required module
  4. Click Replace
  5. Select the pick-list value that you want to replace
  6. Enter the value you want to replace the existing value with
  7. Click Replace

When you replace an existing pick-list value, the modified date and time of the record is also updated.

Adding Multi-select Pick-list Values

Multi-select pick-list values allow you to select more than one option in a pick list. For example, assume that your organization offers five services to your customers. Using a multi-select pick list, you can allow your customers to opt for more than one service while signing up for your products.

You can modify the pick list as the list of services provided by you increases.

To add multi-select pick-list values, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, click New Custom Field
  4. In the Field Type, select Multiselect Pick List
  5. Enter the name for the pick list
  6. Enter a list of values for the pick list
  7. Check the Display this field in the customer self-service portal checkbox, if required
  8. Click Save

You can edit or delete this pick list, if required. If you delete a pick-list value, records that are associated to thatt value will remain as they are.

Mapping Dependency Fields

You can create dependencies between two pick-list fields. For example, assume that you have two values in the parent field called Country and Manager. Assume that you have the following list of child-field values:

    • U.S.A.
    • England
    • France
    • Michael Jones
    • Steve Adams

You are required to map the parent field Company with the child fields U.S.A., England and France and the parent field Manager with the child fields Michael Jones and Steve Adams . This will ensure that when a new request is created, if the field Company is selected, the creator will see U.S.A., England and France as the options to choose from. If the option None is selected in the parent field, the creator will see all the child-field values irrespective of how they are mapped.

To map dependency fields, follow the steps given below:

  1. Click Setup
  2. In the Customize section, click Fields
  3. In the Fields List page, click Map Dependency Fields
  4. Click New
  5. Select a Parent field and a Child field
  6. Map the parent-field values with the child-field values
  7. Click Save
  8. You can map existing fields or custom fields.

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