Forums/Community/Product Feedback

PlannedDoneNot planned

More User Data

David Marker
suggested this on September 12, 2008 15:22

I think you need to allow the administer the ability to add user data fields.  Examples would be, Address, Website, Skype Profile, IM Profile etc.

 

Comments

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Ted Casassa

yes yes!!

 

the more info the end user can put in the less the help desk staff has to search for...

September 13, 2008 18:09
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Graham Robson
Coherence Design

I can see this case for if you don't have this info recorded elsewhere, but I'd like to obtain this information from other systems AKA Highrise CRM, Salesforce.com,.......

September 15, 2008 10:02
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Clifton

I agree, and I can easily see pulling my user data fields from Harvest and Highrise, and other CRMs.

October 16, 2008 20:15
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Geoffroy Bauer
snapstore

Another vote for custom user data fields here.

February 04, 2009 05:42
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Miles Thomas
oddslifehelp

Totally agree

July 14, 2009 05:27
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Amy Au-Yeung
Zendesk

Hey guys,

Thanks for your responses.  We are indeed a help desk and not so much a CRM (as Graham and Clifton have mentioned above), and we've tried to provide widgets and integrations with salesforce, highrise, etc which we hope you find them useful.  Anyhow, I'll try bringing this up with the team and see what they say :)

Cheers

-amy

Zendesk support

January 13, 2010 00:19
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Evan DeLaney
datasaversllc

Amy, the people logging into my Zendesk are a captive audience to fill out CRM-y type data.  While I don't really want that in Zendesk, it'd be great to push it into Highrise or any other CRM that deals better with that data.  Some of the widgets seem to work only one way query the CRM database and bring that data into Zendesk, and while I "get it," like I said, those clients are more apt to add in the possibly missing bits of data (cell phone!) which would help round out the partial CRM info I've got.

 

That's my long winded way to say: yeah. me too.

January 18, 2010 19:22
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Jamie Pears
romaxtech

We're currently evaluating Zendesk, and this is critical for us.  

We need to be able to add custom fields users, and allow the user, agents or admins to edit them. 

This seems like a very minor coding issue (it's just equivalent to the "Phone Number" user field isn't it?), is there any chance that this will be implemented ??

I would really like some certainty on an answer - a straight up "No" is fine, but a "We hope to develop this feature, but I can't give any timescales" is pretty useless tbh. 

I know "agile" software dev always has a lot of uncertainties, but any certainty on this particular issue would be very useful for me.

March 04, 2010 01:51
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Jake Holman
Product Manager

A minor coding issue? There's probably about 2% of feature requests that would be deemed minor :)

We don't plan on doing anything like this, it's certainly not something of a priority right now.

Jake Holman
Zendesk

March 04, 2010 09:13
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Pcerna

One vote for me.

May 13, 2010 15:57
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Mikkel Svane
Zendesk

Let's vote this up, guys! I need it too.

May 13, 2010 22:05
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Graham Robson
Coherence Design

Custom user and organization fields and, of course, also available via the API please.

May 14, 2010 02:14
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Mike Humphreys

So looks like it's not happening according to the dev above.

I woudl really like to see  extra info for users and more importantly organisations. I want to reduce the amount of systems and have as few as possible.

I'll use it for a few weeks and see how I get on as there are some parts that are fantastic and other parts very light.

May 14, 2010 07:42
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Pcerna

Mikkel,

If we get votes on this page, will that help raise the priority of this issue?

May 14, 2010 07:57
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Mikkel Svane
Zendesk

Of course.

May 14, 2010 09:17
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Jake Holman
Product Manager

Alright, alright! :)

We'll be looking into how we can implement this. The aim being to make the information usable in the context of Tickets as well a Rules (i.e. Triggers, Automations). Will keep you all updated on how that's going.

May 18, 2010 11:33
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Erick Diaz
LogMeIn Rescue Beta

It will be nice that this data be parsed through the AD authentication. Make it collect  more fields (specially office and phone numbers) and post it to the user profile. We have multiple ofices, on different time zones, so this will help redirect the tickets based on that criteria.

could be possible through the API?

May 29, 2010 12:50
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Francois Dechery
Cloud Bees

+1,000,000

This request is addressed in several ... "feature requests"  and yes, it is definitely great news if you work on it. A top one for us.

June 07, 2010 05:18
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Pcerna

We are finishing our evaluation period and another requirement has come our way for the transfer of our ticket information to another organization.  I need the custom user fields to track key information that is not ticket specific but rather user specific.  Can you tell me where the custom user fields are on your roadmap?  Will we see this developed by the end of Summer 2010?  Thanks....

June 23, 2010 10:51
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Jredl
point2

The ability to pull extra information (not just profile / contact information) is proving to be a major need for us. I'll give an example use case that I hope is in alignment with the purpose of this feature request.

Our Sales Team lives within sales force. They make appropriate sales notes etc. throughout their sales process. However, when a sale is made, the customer care team is not aware of this pre-existing relationship. It would be fantastic if we had control over the salesforcee sidebar widget that allowed us to pull in the information we desire from the salesforce lead/contact.

July 16, 2010 12:25
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James McFarland

+1 @jake on thinking deeply how to make this feature intelligently a part of the DNA of Zendesk, and not just a db field with no meaning to Zendesk whatsoever.  Certain other web app vendors have a way of tossing in these fields, but then never integrating them (e.g. can't search by them, etc.).  Enabling fields' use with Zendesk logic (triggers, etc.) is the right way to do it.

September 13, 2010 06:51
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Corey Ganser
mindtouch

It would be great if these fields could work into the workflow of ZenDesk.  Specifically think about the power of having users marked for time zones along with tiered support levels.  Having meta data about the user tied into workflows would make it easier for ticket routing along with ensuring SLA isn't breached.

October 04, 2010 12:23
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Mcdent

We operate a small IT repair company and rely on user address, multiple phone numbers etc. It seems overkill to have to use a CRM solution

just to have a few more fields. Not all helpdesks revolve solely around email addresses? :)

This is one thing which is stopping us jumping in to Zendesk with both feet, 'cos otherwise it looks real nice!

November 04, 2010 02:21
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Tommy Jordan

Mcdent nailed it on the head for us too. I need to track custom user data WITHIN the desk, not using an outside CRM. I need to to able to add fields like:

Address

Telephone

Renewal Month

Service Plan Type

Phone Number

Etc.

December 10, 2010 12:37
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David Hoff Notifier
cloudsherpasit

+1 Would like some custom/unique fields so that I can integrate with asset management. 

January 16, 2011 05:56
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Have-Host

Here! Here! This is a SUPPORT script and I need to know WHAT I'm supporting... Having to ask the client, what website is it that you want me to investigate, each time - especially if I am trying to do things via my iPhone... is a tiresome routine and wastes me time and money. I have a fully functioning support ticket system within my billing area that runs on my server but if my server goes down - then nobody can send in a support ticket - which is why I have ZD... SO, please allow me to decide how I, as you client, want/need to interact with my clients. Thanks!

March 02, 2011 16:30
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Вадим Лебедевич

+1 Would like some custom/unique fields so that I can integrate with asset management. 

March 17, 2011 05:55
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Вадим Лебедевич

+100

 

Here! Here! This is a SUPPORT script and I need to know WHAT I'm supporting... Having to ask the client, what website is it that you want me to investigate, each time - especially if I am trying to do things via my iPhone... is a tiresome routine and wastes me time and money. I have a fully functioning support ticket system within my billing area that runs on my server but if my server goes down - then nobody can send in a support ticket - which is why I have ZD... SO, please allow me to decide how I, as you client, want/need to interact with my clients. Thanks!

March 17, 2011 05:56
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Rollie Villaflor
Versata

+ 1

Very Useful for Asset Management.

April 04, 2011 13:41
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David Birchmier
Askmpa

Custom user fields are A MUST.

 

Your TICKETS are built around them. Why can't your customers be, too?! 

 

ZenDesk is all about being a minimalist software, which is totally awesome in a lot of respects. But here's where the team is blindly falling short: (at least as I see it)

 

Customer user fields allow companies to be as minimalist as they wish. No one here wants you to implement 10 new fields for alternative phone numbers, ICQ, What month a service plan expires, etc.

BUT, I bet every single user in this thread would agree that:

By default, there should be 3 fields: Email, Phone, and Name. (What you have now!)

Then, IF they need another field, like mailing address, they should have the ability to ADD such a field.

 

When adding the field, they have the choice to select:

  1. Add this field for USER, or ORGANIZATIONS? 
  2. Now, all USERS / or ORGANIZATIONS have this field available, we can fill out data for each client, and target the data via your standard syntax for fields, plus perhaps a prefix to cover the fact it's a customer field vs a ticket field. 

The idea I'm proposing is DROP DEAD SIMPLE, and remember, it fits Zendesks vision because it forces your users to use NO MORE than they need, but IF YOUR CLIENTS (the ones paying the bills, remember!) feel they need more, they have the choice to add it.

 

For our company, we may be forced to move to Assistly if we can't see this implemented in the near future.

 

I would be absolutely thrilled to see you take the same approach you've done with creating views and tickets (the level of customization possible) and apply it to customer / organization profiles. It could seriously be HUGE guys! Thinks how your clients could use it :)

I'd love to hear your comments on this!

May 26, 2011 21:19
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David Birchmier
Askmpa

Anyone else agree or disagree with me?

May 27, 2011 15:10
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Francois Dechery
Cloud Bees

@David, I do not disagree. However, the main missing fields for me in Zendesk are:

  • timezone of each organization
  • service level of each organization

When you want to do support to customers around the world and with various levels of support, you cannot manage Zendesk automations and triggers without these two elements. It would take too long to detail here but any one on this thread  what has already done Silver, Gold and Platinum support (or equivalents) and who had to take into account the timezone of the customer (and not the TZ of the support provider, who cares!) will know exactly what I mean.

This is not rocket science, this is just Support 101 for enterprises in a global marketplace. Zendesk has a great engine for triggers and automation but its power is limited by the lack of columns/fields for users and organizations. Keeping a simple design in Zendesk is great but it should not become a religion. If you do worldwide enterprise support, you just need this type of information.

As a one-year happy Zendesk customer, it is still mind boggling to me that Zendesk is missing this. We have Twitter integration, tens and tens of great APIs with all kinds of other software, a great engine for triggers and automations and yet, a data model for users and organizations that looks like Zendesk is a 3-month old startup releasing its first beta product. I just don't get it... And I know a lot of people have been asking this for a long long time...

May 29, 2011 03:25
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David Birchmier
Askmpa
Great point and well put! The only thing I add, is that I feel Zendesk shouldn't just implement these fields Outright, but rather give ADMINS the ability to do so. My primary reasoning for this is to keep with Zendesks philosophy of 'simple is better' while also giving the ability to benefit the greatest number of zendesk customers by letting THEM CHOOSE what they need. Zendesks user profiles and fields does indeed feel like 3 month old beta product to me as well. So...zendesk.... What do YOU SAY?
May 29, 2011 10:07
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Pulse

Nickname!

We've just noticed that you can have multiple "Joe Smith"s registered, provided they each have a different email address ... but if they don't upload a profile photo, it's damned near impossible for us to tell them apart.  In addition to these extra fields (such as nickname, location, etc), some standards should be able to be set as visible as a user comments.

June 09, 2011 21:14
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Dan Reid

Another vote for either additional user fields or some way to use tags on user accounts!

June 15, 2011 11:51
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David Birchmier
Askmpa

Totally agree! Can't believe this keeps getting ignored...

June 15, 2011 12:08
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Jon Manalo
englishcentral

Guys, how about just using the Information-details field for each user to put whatever relevant details for the user?

June 28, 2011 06:00
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Dan Reid

The information-details field is not enough for our particular need. I need ot be able to report against this data as we have regulatory and audit requirements. Really this is a make or break feature for us and if Zendesk isn't going to follow through on it we can't move forward with their product.

June 28, 2011 06:04
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David Birchmier
Askmpa
Yes... We REALLY need the ability to add our own customer fields, just like we add our own ticket fields ;)
June 28, 2011 07:33
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Jake Holman
Product Manager

While it's certainly not what the original request outlined, we recently launched user tagging. This will at least allow you to segment users and organizations - but isn't as robust as full custom fields on users themselves. 

https://support.zendesk.com/entries/20207568-introducing-user-taggi...

June 29, 2011 09:15
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David Birchmier
Askmpa

Thanks Jake. I agree that this is a step in the right direction. Let's keep heading that way!

June 29, 2011 11:52
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Performance Physio
thephysioshop

Yep adding a skype icon using their api which would notify you if they are actually online so you could call them up and have a video chat if you wanted. That would be really useful. You would want to see it next to their name when reading a ticket by them so it is in the right place at the right time i.e. not just hidden in their user profile :)

October 27, 2011 23:28
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Krissy
tetrisonline

Although User Tags are a wonderful addition, I'd still like to see Custom User Fields... THANKS!

January 06, 2012 12:45
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Kris Loertscher
centrallogic

Any updates on this feature request?

January 30, 2012 15:05
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Mike Bergeron
softright

We would love to see this happen! Are there any updates on this?

February 07, 2012 10:47
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Ian Van Kretschmar
xn

We are rolling out Zendesk to all of our global offices and customisable ticket fields by organisation would make this process a lot smoother.  Any update on the above requests?

February 22, 2012 03:27
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Gregg
xtraction

+1

I would like to see custom fields supported for Organizations and Users.  I would also like to be able to specify if any user custom fields should be displayed during registration for the user to fill in.  I would also like to indicate if any of those fields are required fields for registration.

These fields should also be accessible via triggers, notification templates, etc.

March 04, 2012 23:14
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Garon Davis
fitnesskeeper

+1

The more information my team has about the user the better

March 06, 2012 18:18
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Jo Suttels

+1 Would like some custom unique fields

April 05, 2012 10:59
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David Birchmier
Askmpa

+1000 This feature is absolutely CRITICAL, and very simple to implement. It also stays within Zendesk's theme of "less is more" by allowing users to determine on their own what they need. The base package would still be just as slim! 

April 05, 2012 11:04
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David Lin

Definitely need this.  Both a public set of fields and a private set.

Public fields are necessary in order for community to help each other, oftentimes users may ask the same questions.  Being able to self-identify would go a long way.

But, if no custom fields, how about allowing folks to have a fixed signature, where they can embed their background information should they choose to do so.  This gets (2-3 lines?) appended each message they send.

-Dave

// Zendesk 4.x (Evaluating); Intel Z68 chipset; iPad 3; Metallica'92; Aspirin 8mg/day;

// YouGetTheIdea; MyMadeUpSigatureField; http://mywebsite.com

April 05, 2012 16:13
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David Birchmier
Askmpa

How close are we to a release?

April 05, 2012 21:36
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Justin Graves
ensign

Yep.  Super important and desirable feature.  We would benefit from the ability to pull in all user info from ActiveDirectory.

April 09, 2012 13:00
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Matthew Schulz
avantisystems

+1 on getting custom fields on organizations. Great examples of why this is so important have already been listed in this thread. 

It's unfortunate that this was raised in 2008 and is still outstanding. 

July 29, 2012 05:18
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Robert House
picsolvehelp

+1 for this, would open up a lot more capability.

 

As a new customer of Zendesk it is a little worrying that this feature which seems to be fairly widely required and requested has been on your back-burner for 4 years now.

July 30, 2012 06:59
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Patrick

+1.  As far as I can tell, the only way to store organization-specific data right now is in a multi-line text 'note' field. I hope that is not considered a trivial lack of functionality.

August 15, 2012 07:19
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Justin Brethorst
morethanrewards

+1 We are currently using the notes and detail fields to store other information in and have a need to separate the information.  It would be very nice to be able to add custom fields or even another multi-line field to store more  information in.  Public and private options would be great plus.

August 15, 2012 13:34
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Steven Yan
Product Manager

Hi everyone, I've looking for a few Starter/Regular customers who would like to talk about this feature further.  Please comment if you're interested and I'll reach out to as many of you as I can.

August 31, 2012 15:22
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Pulse

@Steven > Yes please!

September 03, 2012 22:46
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Matthew Schulz
avantisystems

I'm also interested. 

Thanks,
Matthew 

September 10, 2012 10:39
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Ryan James

Hi Steven, We are looking into investing in Zendesk for our brands, this is integral to move forward. I'd like to talk about this further. Thanks. 

September 26, 2012 09:29
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Henrik Midtgaard
tcgroup

@Steven: I'm also interested!

October 05, 2012 01:56
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vusi sindane

This suggestion was created in 2008 and in 2012 its still not done.

I'm thinking of jumping ship from zendesk.  This is waaaay too critical, not to be done.  everyone has different user-data and it should be custom.

October 09, 2012 03:35
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Elyse Kanagaratnam
Zendesk

@Vusi - I can completely understand your frustration. One of our product managers - Steve Yan - is working on some features around user and org profiles as we speak. Please submit a ticket to support@zendesk.com if you'd like to discuss further or if there's something else we can help you out with in the meantime. Either way, thanks for letting us know how urgent this is for you!

Archived thread: https://support.zendesk.com/entries/160661-adding-custom-fields-to-...

October 20, 2012 20:12
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Steven Yan
Product Manager

To everyone who's reached out here -- @Pulse, @Matthew, @Ryan, @Henrik, @Vusi I will set up calls with each of you.

October 22, 2012 08:43
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Gregg
xtraction

@Steven - I am interested as well.

October 22, 2012 09:45
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Jeff Callahan
mineraltree

@Steven - I'm also interested in this feature

October 22, 2012 09:47
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Justin Graves
ensign

@Steven - I'd also like to beta test if you're looking for testers.

October 23, 2012 16:54
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David Birchmier
Askmpa

@Steven - COUNT ME IN TOO! I'd love to beta test if you are looking for testers! 

 

Glad to see you are working on this. It will be AWESOME!

October 24, 2012 06:30
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Steven Yan
Product Manager

Everyone, thanks for your feedback. I think I've gotten enough feedback from everyone, stay tuned for more details as we work on this.

November 16, 2012 13:31
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Marcus Fields

Any update on this? Trying out helpdesk software and this was the first thing I noticed missing from Desk.com

November 26, 2012 02:52
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Eli Blankers
accelitec

eta please

December 17, 2012 16:42
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Alex Kim

Another vote!

December 21, 2012 12:13
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Steven Yan
Product Manager

Hi everyone, I wanted to update everyone that this is actively under development. Thanks for your patience.

January 20, 2013 00:00
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Mike Chavez

I'm so glad this is actively under development.  I would LOVE to see custom fields for users.  I'm going to see if there is a workaround in the meantime...

January 31, 2013 13:00
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Steven Yan
Product Manager

Hi everyone, if you're interested in this beta, please register here: 

https://zendesk.wufoo.com/forms/bring-more-customer-information-to-...

February 04, 2013 08:38
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Pulse

Steven,

While I'd like to participate in the beta, I could only do so if we were guaranteed there would be no hiccups with the system, no loss of data or potential for the service to be affected for customers.  We average 175K views per month and can't risk any problems.

Thanks!

February 11, 2013 20:32
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Gregg
xtraction

Yes, we would love to participate in this beta, but want to know that our data is backed up and can be restored fairly quickly if corrupted.

February 11, 2013 21:05
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Charlie Griffiths
spektrix

We don't need a CRM to handle our customers, just a single place to store useful support info - it's been a pain having to use other databases so this will let us have it all in Zendesk.  Excited to see it in action.

February 26, 2013 06:42
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Mikael Ord

Steven: Status on this? 
Are there any estimates when this may be done?

March 14, 2013 08:29
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Jamin Quimby
techtorium47

Please add the feature!. We are a service company and I would like to create a custom field for UserID/Account Number. I do not want the support rep's looking at the CRM I want them buried in zen desk.  I have used SalesForce, Microsoft Dynamics. Both are to slow in loading for the fast based support our clients require.

March 20, 2013 12:37
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Mathias

Hello,

just looked for this feature and found out that its currently in development - can't wait for it, I think nevertheless of the existence of CRMs systems and so on - Zendesk is the place where I want to have all the information I need, without having agents to look into other systems.

Go for it :- )

March 23, 2013 09:11
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Breon Nagy

I'm working on integrating our CRM with our Zendesk account.  One of the things that has been requested is to map some of our Org data to the corresponding Zendesk Org.  I would like to be able to include this custom data on the ZD Org using some sort of custom fields.

 

It sounds like this ticket would solve my issue.  Has custom fields been implemented in ZD?

May 03, 2013 09:25
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Steven Yan
Product Manager

Hi everyone, thanks for making your voices heard on this thread. You can expect this feature set very soon. I look forward to seeing how you all use it. 

If you have yet to sign up for the beta (which is well underway) please sign up here:

https://zendesk.wufoo.com/forms/bring-more-customer-information-to-...

July 10, 2013 00:15
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Allen Hancock
watchmanmonitoring

I've put in my request... Looking forward to this Steven!

We're hoping to store a customer's subdomain in a custom field on their account, which could be used to customize the content of help articles.

i.e. - if we could store a custom field called "subdomain", it would allow us to could create an article which would include:

http: if (subdomain="", then use "demo", else use "subdomain" ) .our-app-domain.com/settings/billing

This if/then statement would allow a user who's signed into our helpdesk the ability to click a link in a help article and be brought to their own Billing page.  (etc, etc)

July 20, 2013 17:46
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Steven Yan
Product Manager

Hi everyone, I'm happy to announce the release of custom user and organization fields, available to all Zendesk customers. You can learn more in our product announcement.

July 24, 2013 09:23
Topic is closed for comments