About custom field types

What's my plan?

You can add custom fields for tickets, users, and organizations.

For information about creating custom fields, see:

• Adding custom fields to your tickets and support request forms
• Adding custom fields to users
• Adding custom fields to organizations
• Defining a custom object's schema with custom fields

The following table details the types of custom fields you can add.

Table 1. Custom field types

Types	Description
Drop-down	This field enables you to create a list of options for users to select. Each option is a combination of a title and a tag. The title is displayed to users and the tag is used as a ticket property that you can use in business rules. You can create up to 2,000 values in a custom drop-down list, with a maximum length of 255 characters per field. You can select which field appears as the default option in the drop-down list or choose to not display a field value as a default. Note: When you configure a default option in a drop-down list, this only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and is shown as blank. You can organize drop-down list options into categories (see Organizing drop-down list options).
Multi-select	This field allows users to choose multiple options from a predetermined list. You can create up to 2,000 values in a custom multi-select list. You can organize options into categories (see Organizing drop-down list options). Note that multi-select fields aren't supported by bot builder.
Text	This is a simple single line text input. The character limit for this field is 65,536.
Multi-line	This is a multiple line text input. The character limit for this field is 65,536. Note that multi-line fields aren't supported by bot builder.
Checkbox	This is used to capture a Yes/No value. Enter a tag to be added to the ticket when the checkbox is selected. Use the tag to filter your views, triggers, and automations. Note that checkbox fields aren't supported by bot builder.
Numeric	This is for simple numeric input (no decimals). Values entered in custom number fields for organizations, users, and custom objects can't exceed 12 digits. There are no restrictions on the length of values in custom number fields for tickets. Note that number fields aren't supported by bot builder.
Decimal	This is for numbers that contain decimals. Note that decimal fields aren't supported by bot builder.
Date	Custom date fields allow your users to select a date from a date picker. Users can choose the current date or any date in the past or future. Community tip! Colin shows how to use custom date fields to set reminders for tickets. Check it out in our community forums. Date fields aren't supported by bot builder. If you use webhooks or other methods to change a custom date field in tickets, do not include hours or a timezone. It will cause an error. Note: The calendar may display a different date format and start of the week (for example, Monday instead of Sunday) depending on the language selected in a user's profile.
Credit card	This field allows users to enter a credit card number in a secure, PCI compliant manner. Only the last four digits are visible to agents and stored by Zendesk. Note that credit card fields aren't supported by bot builder. Note: Credit card fields are not supported in user and organization fields.
Regex	You can enter a Ruby regular expression to create an input mask to validate proper entry of numbers in fixed patterns (telephone numbers, zip codes, social security numbers, etc). Here's a regular expression for a U.S. social security number. This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash: \b[0-9]{3}-[0-9]{2}-[0-9]{4}\b Other common regular expressions include: URL validation: ^(http|https):\/\/[a-z0-9]+([-.]{1}[a-z0-9]+)*\.[a-z]{2,5}(([0-9]{1,5})?\/.*)?$ Five-digit zip codes: \b[0-9]{5}(?:-[0-9]{4})?\b yyyy-mm-dd date: \b([0-9]{4})-(1[0-2]|0?[1-9])-(3[0-1]|[1-2][0-9]|0?[1-9])\b Regular expressions can't exceed 255 characters. For more information about Ruby regular expressions, see Rubular. Regex fields aren't supported by bot builder.
Lookup relationship	Custom lookup relationship fields allow admins to define custom relationships that can exist between tickets, users, organizations, and custom objects. Team members can then establish those relationships while working on tickets, editing user profiles, editing organizations, or managing custom objects. See Using lookup relationship fields. The lookup relationship field is not supported in search, Explore, and bot builder.