Adding custom fields to users

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 user fields. Custom user fields are visible to all agents and are editable by agents with access to all tickets. End-users cannot see or edit custom user fields. Custom user fields are not available on the Essential plan.

You can use custom user fields in your triggers and automations (see Automatically tagging tickets from specific users and organizations). 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 Explore (see Reporting with custom fields).

Note: You can also add custom fields to organizations (see Adding custom fields to organizations ) and tickets (see Adding custom fields to your tickets and support request forms).

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.