Yes, Zoho Desk lets you change picklist values, and it's worth understanding the difference between the two available options, Edit and Replace, since they behave very differently on records that already use that value.
Where to Find This
- Go to Setup, then Customization, then Fields.
- Find the picklist field you want to change.
- Hover over the field to reveal the edit icon on the right, and open it to manage the field's values.
Edit vs. Replace: A Crucial Difference
- Editing a value. Changes the value's label going forward, but existing records that already had the old value are not automatically updated. You'd need to individually select and update each affected record's picklist field yourself.
- Replacing a value. Automatically updates every record currently using the old value to the new one, without needing to touch each record individually.
Before you replace a widely used value: If a picklist value is referenced extensively across reports and workflow rules, not just records, be aware that replacing it updates the records but doesn't necessarily update every downstream reference automatically. It's worth reviewing your reports and workflow rule criteria after a replace to confirm they still reference the value correctly, particularly for values used across a large number of records.
Need help? 1 Cloud Consultants can help you safely update picklist values without breaking downstream reports or workflow rules.
Book a discovery call with 1 Cloud Consultants.