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The AlertFormula Field is now available in Early Access! To request early access, please complete the Registration Form.

Zoho introduced a major enhancement to Zoho Desk that enables users to compute values within records using Formula Fields.

This functionality is available for both Standard and Custom modules.

Why Formula Fields Matter  

Support agents frequently need to calculate tax, interest, total service costs, and track deadlines, such as the time left before a ticket becomes overdue. Manually performing these calculations is both time-consuming and prone to errors.

Formula Fields streamline these essential computations within the support system, ensuring agents and managers have instant access to precise, real-time data. This enhances efficiency, helps prioritize tasks, and facilitates quicker issue resolution.

What Are Formula Fields?  

Formula Fields are custom fields that allow users to perform calculations using functions, operators, and existing Zoho Desk fields. These fields help automate complex calculations with ease. They can be used for:

• Numerical calculations: Compute service charges, refunds, and expenses.

• Date-based calculations: Measure the time since ticket creation and set upcoming service deadlines.

• Text/String outputs: Customize messages by combining different field values.

For instance, a Formula Field can instantly determine the total cost of service or display a custom alert like "SLA deadline approaching."

How Formula Fields Improve Support Operations  

Support teams require accurate and fast data access to make informed decisions. Here’s how Formula Fields enhance operations:

Eliminate Manual Errors  

Performing calculations manually can lead to inconsistencies and errors. Formula Fields automate calculations like refund amounts and policy renewal dates, ensuring accuracy.

Example: A formula automatically calculates the total refund amount by summing the product price, tax, and shipping charges.

Enhance Efficiency & Save Time  

Automating routine computations allows agents to focus on resolving customer issues rather than spending time on calculations.

Example: A formula field calculates Days Since Manufacturing by subtracting the Manufacturing Date from the Current Date (using the now() function). This helps agents track product age efficiently without manual effort.

Provide Real-time Insights  

Formula Fields dynamically update based on ticket data, offering real-time insights for quick decision-making.

Example: A formula using the now() function and SLA Due Time creates a Days Overdue field. This dynamically tracks unresolved tickets beyond the SLA deadline, enabling managers to prioritize overdue issues.

Industry-Specific Use Cases  

Formula Fields can be tailored to various industries to meet specific business needs. Here are a few real-world examples:

Calculating Raw Material Cost in the Automotive Industry  

• Objective: Compute the total raw material cost, including base price, shipping, and tax.

• Formula: (cf_raw_material_base_price + cf_shipping_charges) + ((cf_raw_material_base_price + cf_shipping_charges) * (cf_gst_percent / 100))

• Benefit: Helps procurement teams budget and plan finances by providing an accurate cost breakdown.

• Objective: Calculate the final payable amount for an electronic product purchase.

• Formula: Total cost = (unit price * number of units) + shipping cost - discount

• Benefit: Ensures transparent and accurate pricing by including all cost elements like unit price, quantity, shipping, and discounts.

Automatically Calculating Warranty Expiration Date  

• Objective: Notify customers before their software license expires.

• Formula: Subdate(LicenseExpiryDate, 'P15D')

• Benefit: Ensures timely renewal notifications 15 days before expiration, preventing service interruptions.