Creating Custom Modules

Modules organize related information in Helpdesk and provide dedicated areas for working with different types of records.

Standard modules

Helpdesk includes standard modules for core application functions such as Tickets, Contacts, Companies, Tasks, Events, Calls, Time Entry, Knowledge Base, and other enabled application areas.

Standard modules provide the established structure required by the application and can expose configurable capabilities such as fields, layouts, permissions, automation, relationships, reporting, and navigation.

Custom modules

A custom module can be used when your organization needs to manage business information that does not fit naturally into an existing standard module.

Before introducing a custom module, define its purpose clearly and identify the records and relationships that it needs to support.

A custom module should represent a distinct business object rather than duplicate information that already belongs in another module.

Planning a custom module

Consider the following before creating or enabling a custom module:

• What business information will the module contain?
• Which users or teams need access?
• Which fields and layouts are required?
• Does the module need relationships with Tickets, Contacts, Companies, or other records?
• Will automation or reporting depend on the module?
• Should the module appear in application navigation?

A clear definition makes the module easier to configure and maintain.

Module identity

Each module has a stable technical identity used by the application.

Its API key or module key should remain stable even when the user-facing display name changes.

This separation allows navigation labels to be customized without changing routes, integrations, stored records, or application contracts.

Configuring a module

Depending on the capabilities enabled for a module, configuration can include:

• Fields and field properties
• Layouts and layout rules
• Permissions and access
• Record relationships
• Automation
• Assignment behavior
• Reporting and analytics
• API access
• Navigation settings

Organizing navigation

Use Organize Tabs to control the order and visibility of modules in application navigation.

Use Rename Tabs to customize the user-facing display name of supported modules.

These changes affect presentation without changing the underlying module identity.

Good practice

Keep modules focused on a clear business purpose. Use consistent terminology and avoid creating overlapping modules for information that already belongs in an existing module.