Zoho Desk: Manage Lookup Fields Easily During Blueprint Transitions

Hello everyone,

Users can now add or update lookup field values during blueprint transitions in Zoho Desk.

For example, if there is a lookup field in the Tickets module connected to the Assets module, agents can link the ticket to the correct asset while moving it through different stages. This helps ensure the issue is connected to the right asset reported by the customer.

Example  

When a ticket moves from “Open” to “Diagnosis in Progress,” the system can prompt the agent to select an Asset Name using the lookup field. This links the ticket to the correct asset during the process.

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If a lookup field already has a value and the agent selects a new one during the transition, the previous value will be replaced.

You can also make it mandatory for agents to choose a value during the transition.

Note: Only the primary field can be used as a lookup field.

Availability: Professional and Enterprise editions

DCs: Available across all data centers

For more information, please visit www.pfc-group.com

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