Be the
architect of
your helpdesk

Transform Zoho Desk to your liking with custom modules. Create modules that store information unique to your business operations and establish connections between them to equip your agents with comprehensive business context, enabling them to personalize service interactions effortlessly.

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Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
Zoho Desk - custom module
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Transportation
Education
Insurance
Healthcare
Real Estate
Hospitality
Retail
Ecommerce

Here's what you can achieve
with custom modules

Contextualized service

Empower agents to personalize interactions by equipping them with complete business and customer context.

Higher customer satisfaction

Your customers get smooth service without having to repeat themselves with improved information flow.

Improved agent productivity

Eliminate time wasted searching for data across applications, allowing agents to solve issues quickly.

Design your helpdesk effortlessly

No-code DIY

Create and set up custom modules easily; it's as simple as adding a new ticket. Build multiple modules for your specific processes, name them as needed, control data visibility, and organize them on the display to match your business workflow.

tour packages

Customize every detail

Make each module your information powerhouse. With field layouts, store data specific to your unique processes to maximize agent efficiency.

Adding fields like duration, cost and more to the tour package module layout Adding fields like duration, cost and more to the tour package module layout

Look up information easily

Create a more integrated view of your information by building connections between any two modules using lookup fields so that your agents get all of the context they need to solve issues quickly.

Adding a tour packages lookup field in contacts module layout Adding a tour packages lookup field in contacts module layout

Automate for efficiency

Keep the necessary people informed of any updates or changes that need to be taken care of by setting up alerts and notifications within each module.

Creating an alert rule to send email to specific agents about the availability status of seats for tour packages Creating an alert rule to send email to specific agents about the availability status of seats for tour packages

For
businesses
of all types

Explore the possibilities of custom
modules with industry specific use-cases.

Logistics and transportation
Education
Financial services
IT
Healthcare
Real estate

Logistics and transportation

Challenge
Solution
Use case
Challenge

A packing and moving company delivers relocation service to customers across various locations. Using customer service software, they efficiently log every incoming request and assign an agent to inspect the location. However, upon customer sign-up, details related to the consignment are recorded in spreadsheets, creating data silos and hindering the ability to link all relevant information for a specific consignment.

This impacted staff coordination and ultimately reduced service efficiency.

Solution

To ensure smooth operation, the company decided to include custom modules in their customer service software. Specific modules were created for each process, such as:

Vehicles
  • Vehicle ID
  • License number
  • Last service details
  • model name
  • Capacity
Drivers
  • Driver name
  • contact number
  • identity details
  • address
Staff
  • Staff name
  • designation
  • contact number
  • address
  • identity details
Inspection Agents
  • Name
  • contact number
  • shift timings
  • service locations
Warehouses
  • Name
  • area
  • city
  • state
  • pin code
  • manager
  • availability
  • contact number

Along with this, a workflow was set up to notify the manager and customer service agents of the low vehicle count.

Use case

A customer seeking a moving service for their relocation, contacts the moving company. The agent in charge, after comprehending the customer's needs, searches and assigns an inspection agent operating around the customer's locality directly from the ticket screen. This efficiency is achieved because the tickets module is connected to the inspection agent module through look up fields.

After the inspection and order confirmation from the customer, the agent can effortlessly link modules like driver details, vehicle number, the warehouse closest to their location, and relevant staff to the same ticket, creating a comprehensive overview. If the vehicle availability goes below 3 after this booking, an alert is automatically triggered to the manager and agent to plan for future bookings accordingly.

Incase the customer faces an unforeseen emergency, the agent can swiftly contact the driver through the details associated with the ticket and reroute them to the nearest warehouse. With a tap, the agent can reschedule the delivery for preferred date, ensuring a seamless and stress-free experience for both parties.

Education

Challenge
Solution
Use case
Challenge

An elementary school previously relied on manual processes, and as a result faced challenges when parents experienced bus delays during pick-up and drop-off. Providing updates became cumbersome, consuming the admin team’s valuable time and causing anxiety for parents.

Solution

With custom modules, the school transformed its communication landscape. They created these modules to organize and store important information right within their customer service software.

Drivers
  • Name
  • phone number
  • address
  • identity details
Help staff
  • Name
  • phone number
  • role
  • address
Buses
  • Vehicle number
  • bus number
  • last service details
Location
  • Area
  • pin code
  • nearby hospitals
Teachers
  • Name
  • phone number
  • email ID
  • designation
Student's medical history
  • Allergies
  • illness
  • medication
Students
  • Name
  • Address
  • Bus route number
  • Guardian name
  • Grade
Use case

This comprehensive data allows the school to address various situations effectively:

Student illness: In case a student falls sick during the journey, the staff can contact the admin team to get help. The admin team can go through the student profile, check the medical history associated, and contact parents without having to search through information in different files. Moreover, the team can also direct the driver to the closest hospital in case of emergency.

Drop-off point changes: Parents wishing to alter a child's drop-off location can raise a request to the admin team. This information can be further communicated to the necessary people by checking the associated details with the students module like driver, staff, and teachers details.

Financial services

Challenge
Solution
Use case
Challenge

A pet insurance provider often receives inquires about insurance types and claims. This results in agents spending considerable time manually searching for data stored across different applications or paper documents. This limits the time available for personalized customer service.

Solution

Centralizing insurance data using custom modules can significantly reduce resolution times. The insurance company implemented custom modules to organize its data in the following manner:

Pet details
  • Name
  • breed
  • insurance name
  • pet type
  • address
Owner details
  • Name
  • address
  • contact details
Medical history
  • Illness
  • breed-specific conditions
  • previous vaccinations

Department-specific data

Insurance details
  • Pet insurance
  • type of pet
  • renewal costs
  • age limitations
  • time period
  • breed exclusion
  • insurance cost

In this scenario, the "Insurance Details" module is visible only to the support department, while the remaining modules are accessible to all departments within the organization.

Use case

When a customer asks about specific insurance details, the agent can get all of the relevant data from the pet insurance module. If the customer decides to proceed further with the process, all information, like the pet’s details and medical history, can be associated with the owner details.

Furthermore, in the case of a customer seeking to claim insurance benefits, the claims department can use custom modules to store information in the following manner:

Department-specific data

Veternarian
  • Name
  • address
  • contact number
  • license number
  • address

Department-specific data

Clinics
  • Name
  • address
  • contact number

Department-specific data

Invoices
  • Treatment
  • medication prescribed
  • charges

This information is only visible to the claims department and can be associated with the existing medical history, owner details, and pet details. This centralized data allows agents to speed up the claims process while saving customers time and efforts from repeating the same information over and over again.

IT

Challenge
Solution
Use case
Challenge

A web hosting provider is known for providing efficient service across various channels—email, live chat, and even WhatsApp. However, with web hosting services, time is of the essence, as website performance directly impacts a business's operations. But due to information being scattered across applications, there's often a delay in delivering service on time.

Solution

The provider recently chose to implement custom modules to bring all of the information within their customer service software to deliver quick service. They stored the following information within each module.

Software versions
  • Software name
  • version
  • release date
  • compatibility bugs
Plugins
  • Plugin name
  • version
  • activation date and time
  • compatible plugins
Integrations
  • Name
  • API keys
Use case

Now, when a customer raises a query regarding website slowdown and performance issues—often accompanied by software version details—the agents can access all of the relevant information related to the software version effortlessly. This includes a comprehensive list of supported plugins and integrations for each version. Armed with complete context, agents can now focus solely on resolving the issue without wasting time gathering disparate information.

Healthcare

Challenge
Solution
Use case
Challenge

A hospital that offers consulting services faced a challenge in providing a seamless patient experience. Their existing customer service software allowed patients to ask various questions; however, the information available to agents was often limited.

Solution

Using custom modules in their customer service software has helped them streamline the patient experience. They created the following modules:

Health check tests
  • Tests covered
  • pre-requisites
  • cost
  • suggested tests
Lab technician details
  • Name
  • seating location
  • operating hours
Doctor details
  • Name
  • specialization
  • availability
  • seating location
Locations
  • Hospital name
  • address
Use case

When a customer asks about a certain test, the agent can provide all of the details at once without having to switch between applications. Furthermore, the agent can suggest appointment hours based on technicians' availability. With only 5 slots left for the day, agents are automatically alerted to ensure optimal scheduling and prevent customer wait times.

Along with this the agent can provide details like locations in which the tests are available, and the technician to contact by going through the associations created between these modules and book customer appointment accordingly. After the results have been shared, the customer service representatives can now guide patients to the right specialists by checking the test module associated with doctor module. This eliminates the need for patients to navigate the system independently, ensuring they connect with the appropriate doctor within the same hospital.

Real estate

Challenge
Solution
Use case
Challenge

A real estate agency mainly focused on residential properties, stored all property details in brochures or folders, which made it difficult to find the required information quickly.

Solution

The agency implemented custom modules to address this challenge. These modules allow them to store data in separate categories and easily link related information for quick access. They created modules for:

Property details
  • Property name
  • address
  • amenities
Mortgage lenders
  • Lender name
  • interest rates
  • loan application requirements
Insurance companies
  • Company name
  • insurance amounts
  • eligibility requirements
Maintenance details
  • Cost
  • covered services
  • tenure
  • start date
  • renewal date
Waste management vendors
  • Vendor name
  • locations served
  • contact number
  • charges
Cable providers
  • Vendor name
  • locations served
  • contact number
  • charges
Internet providers
  • Vendor name
  • locations served
  • contact number
  • charges
Field staff
  • Name
  • service areas
  • contact number
  • availability
Use case

When a customer requests a property tour, the assigned agent can schedule a call and share crucial information like available mortgage lenders, insurance options, and the property's maintenance details.

To personalize the experience further, the agent can also share details like waste management vendors, cable service providers, and internet vendors. These can be linked with the property details module for easy accessibility. This ensures the agent has all of the information readily available to assist their customers.

Furthermore, if the same customer raises a maintenance request later, the agent can quickly check the appliances covered under the maintenance plan and assign the appropriate field staff, streamlining service operations.

Bridge the information
gap with Zoho Desk

  • 15-day free trial.
  • No credit card required.
  • No software to install.