Zoho Desk Create Layout lets admins design and apply custom ticket and contact forms so agents see only the fields that matter for each team or product. You build field groups, order fields, and set which picklist values appear per department so forms match real support processes.
What is it — 2-4 sentences answering "what does this feature do in Zoho DESK"
Create Layout in Zoho Desk lets administrators create multiple form layouts for a module (for example Tickets or Contacts). Each layout controls which fields are visible, required, or read-only and which picklist values appear for specific departments or teams. That lets different teams use the same module but follow different data and status flows without cluttering agent screens. Layouts also let you group fields into sections so agents find context quickly and complete tickets faster.[7]
When to use it
- Your support teams handle different product lines (hardware, software, services) and need different ticket fields and status values for each line.[7]
- You want to reduce agent errors by making key fields required for returns or refunds while keeping them optional for general queries.[7]
- You plan to expose different sets of custom fields to Level 1 and Level 2 agents so junior staff see only triage fields and seniors see diagnostic fields.[7]
- You need the same field (for example Ticket Status) to have different picklist options per department so workflows and SLAs remain specific to each team.[7]
- You want cleaner agent screens by grouping related fields into sections (Customer Info, Order Details, Technical Info) and hiding irrelevant fields.[7]
How to access it
Open Zoho Desk as an admin and go to Setup > Customization > Layouts (select the module such as Tickets or Contacts). From the Layouts page, click Create Layout to add a new layout, drag and drop fields to arrange sections, and configure field properties (required, read-only, default). To apply a layout, assign it to a department or profile on the same Layouts configuration screen.[7]
Related features
- Custom Fields — add new field types you will place inside layouts.
- Assignment Rules — route tickets to teams based on the layout-applied context.
- SLAs — attach specific service level rules that match the processes exposed by a layout.
- Ticket Status & Picklists — define the values layouts present so status workflows differ by team.[7]
Notes and quick tips
- Plan layouts around workflows: capture only the data needed for processing to speed resolution.
- Reuse fields across layouts rather than creating duplicates; a single field can have different picklist sets per layout.
- Test a new layout with a pilot department before rolling it out company-wide to catch missing fields or required-flag mistakes.