ZohoDesk Module
Page/Section: Module-ZohoDesk-Overview
The ZohoDesk module provides an interface for creating, managing, and updating incident tickets. It is primarily used for logging issues, assigning ownership, tracking urgency, and maintaining resolution history. Users can view a list of all existing incidents in a tabular format and can perform actions like Create, Edit, and Update.
ZohoDesk supports productivity by centralizing issue management and enabling standard workflows for ticket lifecycle handling.
Incident List View
Page/Section: Module-ZohoDesk-ListView
Upon opening the ZohoDesk module, the user sees a table of incidents. Each row represents an incident that has been logged and includes the following key fields:
- Incident ID
- Short Description
- Caller
- Assignee
- Urgency
- State
- Opened At
The table also includes:
- Sorting controls: Sort ascending or descending on each column.
- Inline search filters below each column header.
- Pagination controls below the table to navigate through records.
- Record count and selection indicator displayed at the top-right.
Action Bar
Page/Section: Module-ZohoDesk-Actions
Above the table, the Actions toolbar contains the following controls:
| Action | Description |
|---|---|
| + (Add / Create Incident) | Opens the form to create a new incident ticket. |
| Edit | Allows modifying an existing incident after selecting a row. |
| Refresh | Reloads the latest incident records in the table. |
These actions enable users to manage tickets throughout their lifecycle.
Add Incident
Page/Section: Module-ZohoDesk-AddIncident
The Add Incident form is used when a user wants to create a new issue. Clicking the "+" Create Incident button opens the ticket form with the following fields:
| Field | Description |
|---|---|
| Caller (required) | Person reporting the issue. Searchable selectable field. |
| Assignee | Person responsible for resolving the issue. |
| Urgency | Priority level of the request (Low, Medium, High). |
| State | Current ticket status (e.g., Open, Pending, Closed). |
| Short Description (required) | Brief summary of the issue. |
| Description | Detailed explanation of the problem. |
At the bottom of the form:
- Submit button saves and creates the incident ticket.
- Close (X) exits without creating the ticket.
Edit Incident
Page/Section: Module-ZohoDesk-EditIncident
The Edit Incident screen is used to modify an existing ticket. Users select a ticket from the table and click the Edit button. All existing data appears pre-filled and may be modified.
Editable fields include:
- Caller
- Assignee
- Urgency
- State
- Short Description
- Description
- Resolution Code
- Resolution Notes
Additional fields such as Resolution Code and Resolution Notes are typically available only when editing a ticket, especially for closed states.
At the bottom:
- Submit updates the modifications and saves changes.
Ticket Lifecycle
Page/Section: Module-ZohoDesk-Lifecycle
Typical flow of handling incidents:
- Create Incident – User logs the issue using the "+" button.
- Assign Incident – Responsibility given to an owner.
- Work & Update – State and urgency may adjust as needed.
- Add Resolution Details – When ready to close.
- Close Ticket – Final update confirming resolution.
Key Features Summary
- Centralized incident logging and tracking
- Create, Edit, Refresh ticket lifecycle controls
- Search, filter, and sort ticket records
- Priority (Urgency) and State control
- Resolution notes and codes for audit clarity
- Fully UI-based interaction for task management