About user fields

User fields store information aboutend users(often referred to ascustomers) in your Zendesk account. You can use this information to understand end users, organize employee or customer data, and support workflows such as routing requests, setting up approvals, and creating automations.

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Summary: ◀▼

User fields store end-user information you can use to understand customers or employees, organize data, and power workflows like routing, approvals, automations, and HR sync. You can use standard user fields for common employee details like job title, manager, and team, or create custom user fields for company-specific data such as department code or equipment type.

User fields store information about end users (often referred to as customers) in your Zendesk account. You can use this information to understand end users, organize employee or customer data, and support workflows such as routing requests, setting up approvals, and creating automations.

There are two types of user fields:

• Standard user fields are predefined by Zendesk and available on Zendesk Employee Service Suite plans. They provide consistent employee information that you can use in employee service workflows, such as routing an approval to a requester’s manager.

  See Standard user fields (Employee Service Suite plans) below.

• Custom user fields are fields that an admin creates for their own account. Use custom fields to collect information that is specific to your company, such as an employee ID, office floor, department code, or preferred equipment type. You choose the field type and configure the field settings when you create it.
  See the following articles to learn more about custom user fields:

  • Adding custom fields to users
  • Managing user fields

Standard user fields (Employee Service Suite plans)

Employee Service Suite plans include predefined standard user fields that support common employee service workflows. These fields provide consistent user data across products and accounts without requiring admins to create and configure the same fields for each account.

These fields help support workflows such as the following:

• Routing approvals based on a requester’s manager
• Submitting a service request on behalf of a direct report
• Using team and organizational information in asset-management workflows
• Building automations that reference employee information
• Synchronizing employee data from supported HR systems into the corresponding Zendesk user fields

You can’t delete or deactivate standard user fields.

Customers on Enterprise plans can control which custom roles can view each standard user field. See Setting view permissions for user fields. Standard user fields are read-only for all other plan types.

The Zendesk Employee Service Suite adds the following standard user fields to every user profile.

Standard field	Type	Description
Job title	Text	The user's job title.
Manager	Lookup	The user's manager, which is referenced from another user record.
Team	Lookup	The team the user belongs to.