About custom field types

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

Note: Custom user and organization fields are not available on the Essential plan.

For more information about creating custom fields, see the following articles:

• Adding custom fields to your tickets and support request forms
• Adding custom fields to users
• Adding custom fields to organizations

Tip: Check out Anna's tip Using the 'Resolution' field and Avi Warner's tip Support@Zendesk: The 'About' field for more information on two of Zendesk's custom fields.

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

Note: If you're creating triggers or automations based on custom field values, you can discover if a field has an empty value (meaning it hasn't been set) by searching for "".

Table 1. Custom field types

Types	Description
Drop-down list	This field allows you to create a list of options for users to select. Each option in the custom field 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 can be included in triggers and other business rules. You can select which field appears as the default option in the drop-down menu using the default checkboxes, or choose to not display a field value as a default by leaving all default checkboxes blank. Note: When you configure a default option in a drop-down list, this only applies to new tickets. 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 shown as blank. You can also organize drop-down list options into categories (see Organizing drop-down and multi-select list options).
Multi-select	Allows users to choose multiple options from a predetermined list. You can also organize options into categories (see Organizing drop-down and multi-select list options).
Text	This is a simple single line text input.
Multi-line text	This is a multiple line text input.
Numeric	This is for simple numeric input (no decimals).
Decimal	This is for numbers that contain decimals.
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.
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 on-hold tickets. Check it out in our community forums.
Credit card number	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.
Regular expression	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: \b[0-9]{3}-[0-9]{2}-[0-9]{4}\b This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash. For more information about Ruby regular expressions, see Rubular.