Adding custom fields to users Follow

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Similar to adding custom fields to tickets, you can add custom fields to user profiles to store additional customer details. Any custom user fields you create apply to all users.

Administrators can create custom fields for users. Custom user fields are visible and editable for agents, but not end-users. Custom user fields are not available on the Essential plan.

You can use custom user fields in your triggers and automations (see Leveraging user and org fields with business rules ). You can use placeholders to reference custom user fields in macros, ticket comments, and notification messages (see Placeholders for custom fields ). Custom user fields are also searchable (see Searching custom user and organization fields ).

Professional and Enterprise customers can report on custom user fields in Insights. For details, see Reporting on custom fields in Insights .

Note: You can also add custom fields to organizations (see Adding custom fields to organizations ) and tickets (see Adding and using custom ticket fields ).

Adding custom user fields

You can create the following types of custom user fields:

  • Drop-down list
  • Text
  • Multi-line text
  • Numeric
  • Decimal
  • Checkbox
  • Regular expression
  • Date

You can also watch this short video.

Creating User Fields (01:06)
Tip: Be sure to check out these user and organizational fields recipes in our Support Workflows Cookbook : Software support , Internal IT , and Retail business . Also, for more custom user field recipes, see our Customer-centric cookbook . Share your recipes !
To add a custom user field
  1. Click the Admin icon ( ) in the sidebar, then select User Fields .
  2. Select a custom field type on the right, then drag it to the active fields area and place it where you want it to appear. Alternatively, click the Plus sign (+) beside the field type you want to add.

    The order of your active custom fields here is the same order they will appear in each user profile.

    For more information about the field types, see About custom field types .

    When you add the field type, the properties panel opens.

  3. Enter a Field title shown to agents and a Field key in the properties panel on the right.

    When you enter data in one of these fields, the other field automatically populates. You can edit either field, however, if you want them to be different.

    You cannot change the field key after you create the custom user field. The field key is used by the API and Liquid placeholders, and it is the only field setting that is not editable after it is set.

  4. Set other properties for your field.

    Options vary depending on the type of field you are adding.

    If you are adding a drop-down list, you can have up to six levels of organization (see Organizing drop-down list options ).

  5. Click Create field .

    New user fields are active by default and are added to all users.

Managing custom user fields

You can manage your custom user fields in the User Fields admin page.

To open the User Fields admin page
  • Click the Admin icon ( ) in the sidebar, then select User Fields .
To edit a custom user field
  1. In the User Fields admin page, click the name of the custom user field you want to edit.
  2. Edit settings in the properties panel on the right.
  3. Click Update field .
To delete a custom user field
  1. In the User Fields admin page, click the name of the custom user field you want to delete.
  2. Click Delete in the properties panel on the right.

    When you delete a custom user field, that field and any associated data is removed from all users. The data is preserved only if the custom field also adds a tag to a user. The two custom fields that add tags are the drop-down list and the checkbox. If you delete one of these custom fields, then the data in users persist as tags.

  3. Click OK to confirm that you want to delete the custom user field.

    The custom user field and any associated data is removed from all users.

To activate or deactivate a custom user field
  • In the User Fields admin page, hover over the custom user field you want to activate or deactivate, then select Activate or Deactivate .

    The field moves to the active or inactive section depending on the action you selected.

To clone a custom user field
  • In the User Fields admin page, hover over the custom user field you want to clone, then select Clone .

    A duplicate user field is created, and the properties panel opens on the right so that you can edit the settings.

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Comments

  • 0

    Hey !

    Is it possible to collect the IP or at least, the country of the user with this method ?

  • 0

    Hi Giovanni,

    At present there isn't any way you can automatically collect IP or country of the user and have it pushed through to a correspondingly custom user field on the user profile.

    You can however create a custom field for country or IP and then your agents can manually submit the details for this on the profile when needed or available to them. 

    Hope this helps with your query today. :)

    Best,

    Amie

  • 0

    Is it possible to make a user field required for an agent to create a user?  I need to segment end users by internal, external and vendor and have those as user fields.  If users are created by sending an email, no control there but I'd like to require the field if an agent creates a user.  Possible?

     

  • 0

    @Amy, no there is no way through the GUI to make user fields mandatory and I cannot think of any app already in the marketplace that would do this successfully. However, if you had the time and/or capability you could create an app that checked the user field value when trying to submit a ticket. 

  • 0

    How would we search a custom user field? e (see Searching custom user and organization fields). explains searching custom ticket fields, but not user fields

  • 0

     Hi Kyle,

    On the search bar, you can type in the value that your user fields contain. For example, if you have a dropdown user field and one of the value options in there is 'Need Data', you may type this text in the search bar and then click on 'Users'. This will then display your users who have the user field 'Need Data' on their profile:

    If your user field is a text field, you may type in there the text that you set on the text field.

    Hope this helps!

  • 0

    It would be great if end users had the ability to edit select custom user fields by editing their profile via the Help centre.

    Additionally to be able to register/create an account and be required to provide this data. We use Zendesk as our primary CRM as there is no other business need for anything else. So our users register using a html form that pushes the data to Zendesk, MailChimp and a couple of other places (dependant upon the details supplied during registration) via API. This makes edits and updates an interesting challenge ad most of the updates are done via agents using Zendesk but users can reregister and update their info, edit via mailchimp etc.

    So it would be great to keep all the edits to Zendesk and use the API and webhooks to update our non-core services.

  • 0

    Hi Anna,

    How would I restrict the keyword search you detailed to only look for userfields instead of all keyword locations?

  • 0

    Hey Kyle,

    There are a number of user keyword operators you can use to search for data within your Zendesk account.  http://zdsk.co/29JwB97

    Using the function "type:user" will prevent all the ticket data from appearing, however looking under the user tab on a normal search will show you the relevant users which apply to the keywords that you entered.

    I hope that helps!

  • 0

    I would like to add a phone number to the User record. Do I simply use a text field or can the regular expression be used? If so, how?

  • 0

    Hello, 

    Is it possible to populate a numeric field via the API /a URL target extension?

    Thank you, 

    Jack

  • 0

    Hey Don!

    If you want to add the phone number from the agent interface, you don't need to add a custom field. In the User Profile click Add Contact and select Phone.

    If you want your end users to be able to add their phone number from the Submit a Request form in your Help Center, you can add a custom field for this really easily, as you'll see outlined in the article above.

    You'll have the option to use a regular text field, or you can use a Regular Expression - both of those are options for your custom fields.

  • 0

    Hi Guys,

    Is there any way to push a custom user field into a ticket automatically. The scenario is we'd like to add the users department to their user profile and we'd like this to be automatically to each ticket that they may create.

    If it is possible please can you advise me how this can be achieved.

    Many thanks,

    Simon

  • 0

    Hello Simon,

    When you say you'd like to push a custom user field into a ticket, are you wanting to have the value of that user field added to the description in the ticket?  Or are you wanting a custom User field to be reflected as well in a custom Ticket field?

    For either case, you would only be able to do this using a predefined custom user field such as a drop-down field or a check box.  If it's the latter situation above that you're looking to do, you'll need to make a custom Ticket field that corresponds to the values in that User field, and then make a trigger to set the Ticket Field value to whichever the User field value is set.  

    If you're hoping to have that field value populated into the ticket description, you would need to make a ticket field trigger such as like the first scenario and then also setup a macro that uses the a custom ticket field placeholder to populate that data into the Description box on the ticket.

    I hope that all makes sense, but let me know if I've misunderstood anything in regards to your question, or if there is anything I can clarify further.

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