Adding custom fields to organizations

Similar to adding custom fields to tickets, you can add custom fields to organizations to store additional details. Any custom org fields you create apply to all organizations.

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

Note: Enterprise agents might be also able to create and edit custom fields for organizations, depending on their permissions.

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

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

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

Adding custom organization fields

Administrators can create the following types of custom organization fields:

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

You can also watch this short video.

Creating Organization Fields (01:22)

Note: Enterprise agents might be also able to create and edit custom fields for organizations, depending on their permissions. For information about permissions for Enterprise accounts, see Custom agent roles .

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 organization field recipes, see our Customer-centric cookbook . Share your recipes !

To add a custom organization field

1. Click the Admin icon ( ) in the sidebar, then select Organization 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 organization 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 org 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 organization fields are active by default and are added to all organizations.

Managing custom organization fields

You can manage your custom organization fields in the Organization Fields admin page.

To open the Organization Fields admin page

• Click the Admin icon ( ) in the sidebar, then select Organization Fields .

To edit a custom organization field

1. In the Organization Fields admin page, click the name of the custom org field you want to edit.
2. Edit settings in the properties panel on the right.
3. Click Update field .

To delete a custom organization field

1. In the Organization Fields admin page, click the name of the custom org field you want to delete.
2. Click Delete in the properties panel on the right.

   When you delete a custom organization field, that field and any associated data is removed from all organizations. The data is preserved only if the custom field also adds a tag to the organization. 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 organizations persist as tags.

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

   The custom org field and any associated data is removed from all organizations.

To activate or deactivate a custom organization field

• In the Organization Fields admin page, hover over the custom org 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 organization field

• In the Organization Fields admin page, hover over the custom org field you want to clone, then select Clone .

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