Admins andagents in custom roles with permissionscan createnumerous types of custom user fieldsand add them to user profiles to store additional customer details. Custom user fields are visible to all agents and are editable by agents with access to all tickets. End users cannot see or edit custom user fields. Any custom user fields you create apply to all users.
Creating custom user fields
Administrators andagents in custom roles with permissioncan create any custom field type for a user, except multi-select and credit card.
- InAdmin Center, click
Peoplein the sidebar, then selectConfiguration > User fields. - ClickAdd field.
- Select afield type,然后输入一个Display name.
- Verify that thefield keyis the value you want it to be.
A field key enables the custom field to be referenced in placeholders and the API. When you enter a name for the field, the field key is automatically populated. If you want the name and key to be different, you must edit the field key. You can't change the field key after you create the custom user field.
- (Optional) Add aDescriptionfor the custom field. This is visible to admins only.
- Set other properties for your field. Options vary depending on the type of field you are adding.
- Field option(checkbox fields only, optional):
Enter a tag to apply to a ticket when the checkbox is selected.
- Field validation(regex fields only):
Enter a regular expression to create an input mask to validate entry.
- Field values(drop-down and multi-select fields only):
- Enter Field options to include in the list. Click theXto remove a value.
You canbulk importfield values if you have a large number to add.
- ClickSort ascendingor use thedrag-and-dropicon (
) to manually reorder the field values. - To create a nested drop-down list, separate categories and values with a double colon (::). SeeOrganizing drop-down list options.
- Enter Field options to include in the list. Click theXto remove a value.
- Field option(checkbox fields only, optional):
- ClickSaveor, to create another custom field, click the drop-down icon and selectSave and add another.
新字段默认是活跃的一个d are added to all users.
- If needed, you canreorder your custom user fields.
Cloning custom user fields
Administrators and agents in custom roles with permission can create new custom fields from scratch or clone existing user fields and modify them as needed.
- InAdmin Center, clickPeoplein the sidebar, then selectConfiguration > User fields.
- Hover over the row of the user field you want to clone, then click the option menu icon (
) and selectClone.A detailed view of the user field's settings is displayed.
- Edit theDisplay nameandField keyso that they are unique.
The field key is populated by the field name, but you can edit it when creating the custom field. You can't change the field key after the custom field is created. The field key can be used to reference the custom field in placeholders and the API.
- Set any other options for your field, depending on the type.
- ClickSave.
New user fields are active by default and are added to all organizations.
- If needed, you canreorder your custom user fields.
44 Comments
HiJahn Bronilla,
Custom user fields can now be shown in the user data app. You need to click on the Settings (gear icon) and select the user fields you want to display in the app.
Thank you @Arianne Batiles
Is there a way to create a ticket field and sync the user fields into the ticket section?
ticket field Where should I create it?
HiMgo Dono,
Not natively in Zendesk. I have seen some Zendesk customers achieve user <> ticket field syncing with custom scripts that use our public APIs.
If you don't mind me asking, what are you trying to achieve by syncing user and ticket fields?
Hi! I'd like to implement something like this: since the service I'm selling is age and location specific, I want to ask the prospect customers to input also their DoB and ZIP code when submitting a request. I managed to add the custom fields to the tickets. Is there a way to update the customer values automatically once the ticket is opened? Alternatively, can I just feed the user info to the user without going through the ticket fields? Thank you in advance
It's possible by utilizing Update APIs, Webhooks and Triggers.
First is to create yourwebhookusing theuser update API.
This will be the endpoint that you will use.
The next step is to create the trigger that will utilize the webhook above. I have used these conditions to serve as your reference.
This is the action.
Please take note of the values inside the red and green box.
"test_user_field": This is the Field Key found on the custom user field.
"": This is the placeholder for the custom ticket field that you have created.
You can freely add addition fields here like DoB and Location.
Once done, it should automatically update the user field value depending on the corresponding ticket field value each time a ticket is created.
Thanks,Dane!
Trying to accomplish the same thing, and I'm using all of the exact same settings, but not having any luck. In my use case, I'm trying to take the customer's city from a custom ticket field and add it to their profile with a custom user field. Both fields are text fields for reference. What am I missing? Thanks in advance.
Hello Phil,
It seems that you have created a trigger to run the webhook and populate the user field per Dane's solution above.
I would suggest检查事件的票first to confirm if the trigger had run.
It must be that the conditions of the trigger weren't met which could be the reason why the webhook didn't apply the update.
Caught the mistake.
It's user_fields and not userfields
Awesome! Thanks for sharing! :)
Is it possible to customise the view for users based on brand? We have an integration that is pulling user ID's and other user information from different places for 2 different brands. Currently all fields show on the user page which looks messy. It would be good if we could only show the user fields relevant to the brand associated with that user?
Hayley Johnson- I guess best to have 2 different ticket forms if you need different ticket fields per brand.
Pleasesign into leave a comment.