Adding custom fields to organizations

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29 Comments

  • Jackie

    I added custom organizational fields however I do not want my agents to have the ability to change the data in those fields. Is there a way to lock custom fields to prevent accidental changes made?

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  • Anna Mae Alonzo-Casacop
    Zendesk Customer Advocate

    Hi Jackie, 

    I did some testing and the custom organization fields are only visible to your agents but they are not editable. Only admins can create and edit them. However, if you are on the Enterprise plan, depending on the permissions set on your agents' role, they can also edit and create these organization fields. You can find more information on Custom agent roles here.

    Hope this helps! Please let me know if you have other questions. 

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  • Casey Dover

    Is there a way to change the order of these fields once they are established?

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  • Colin Piper

    Hi Casey, you can just click and drag them up and down the list. 

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  • Loreto Sanchez

    Hi. I have set some Organization and User fields as a drop box, and installed the User Data App, but the information shown on tickets are the tags, and not the Title.

    Is there a way to show also the Titles?

    For example: I created the Option with Title: "Level 1 client", but what's shown at this app on the ticket is the tag:

    Thanks.

    0
  • Andy Jobst

    Can I change the field type of an organization field that was added?  Another system change switched an ID field from only numeric to alpha numeric, so I need to change the corresponding field in Zendesk to be the same.  Thanks...

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  • Holly
    Zendesk Customer Advocate

    Hi Andy!

    Regretfully there's not a way to edit the type of organization field once it's been created; you would need to create and add a new organization field.

    If you like, you can use the organization fields API endpoints to help automate this task:
    https://developer.zendesk.com/rest_api/docs/core/organization_fields

    Hope this helps!

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  • Yael Lapid

    Can I define a default value for a create organization field? to be set by default for any new organization.

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  • Nicole S.
    Zendesk Community Team

    Hey Yael - 

    I'm not sure I understand your question; could you give an example of what you're trying to do? 

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  • Yael Lapid

    Sure, e.g. SLA dropdown - to be set to Basic by default, when a new org is created. Then changed manually to Silver or Gold as relevant. 

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  • Jessie Schutz
    Zendesk team member

    Hey Yael, sorry for the delayed response. Do you want this field in a ticket or in the Organization profile?

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  • Yael Lapid

    Organization profile. 

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  • Jessie Schutz
    Zendesk team member

    Thanks for clarifying, Yael!

    Organization fields are subject to business rules like Triggers or Automations, so all your Org fields will default to "-" when the Org is created. You'll need to set each of them manually at the time the Org is created.

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  • Frank Roberts

    Can custom fields be used as a primary key?

    My use case would have the client's unique identifier as the PK in custom_field.ID, this would never change. Right now, we're using the name field to house ClientName / ID (e.g. Frank's Taxidermy / 12345). There are occasions where Frank will change his business to Frank's Tree Service and right now, my imports are creating a new organization record, rather than appending the existing record.

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  • Joe Beaudoin
    Zendesk Customer Advocate

    Hi Frank!

    Thanks for your comment!

    Perhaps what you're looking for is something like an external ID? If that's the case, I believe this article will help:

    https://support.zendesk.com/hc/en-us/articles/231495187-Setting-and-finding-user-s-external-IDs

    Take a look and please post back on your findings!

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  • Gary Donoghue

    Hi ZD Support,

    I'm on the Team Plan and, as a new user, really enjoying the experience thus far. 

    Can I ask why it is that you offer multi-select field definition for tickets but not for organisations [no 'z's for me as I'm from the UK] please? I have a requirement to define an organisation with a field where I can multi-select from a set of our products to indicate what they're using. Why is this not offered on organisations (or indeed on the user fields) when it is available for a ticket field. Seems odd given the functionality is plainly there. 

    Are you planning to offer this custom field type to organisations and users in the near future. If not can I request for these to be provided as my current alternative is to simply list this out in a delineated text field. Nasty! 

    Thanks for your time. 

    Gary D. 

    1
  • Ben Greiner

    Is there any way to add a custom field that can display a clickable URL?

    1
  • Frank Roberts

    Hi Joe,

    Circling back. I ran an import that added an external ID for my organizations. Now when I import organizations, the name changes as part of the import, NO MORE MANUAL ORGANIZATION UPDATES!!!!!!!

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  • Søren Reinewald

    Can you bulk import Drop down values for Organization Drop Down fields?

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  • Dan Cooper
    Community Moderator

    Hi Søren, 

    There isn't a way that I'm aware of natively in the UI, but you can use the API to bulk update options for organization drop down fields.

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  • Andre Ribeiro Queiroz

    Hi there, it seems the link is missing here:

    "Placeholders in macros, ticket comments, and notification messages (see )"

    Thanks

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  • Nathan Grange

    I want to add a field that allows multiple values, which i can then access on a ticket via drop down / check-boxes etc.

    I.e. each customer has a number of gizmos, and I want each org to have a list of gizmos. Then, for each ticket, you will select the gizmo(/s) that's broken.  

     

     

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  • Jo Kvalvaag

    Hi, 

    It would be very useful to have a hyperlink field type. When will this be added?

    (it is virtually a text field rendered in an a-tag. You have it here

    2
  • Amy Malka
    Zendesk Documentation Team

    Hi everyone! I've added the two links that were missing in "To add a custom organization field." Thanks for letting us know!

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  • Lou

    We are importing organization field drop downs via API. Is there a limit to the number of characters in the tag that we might run into?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Lou,

    There is no official limit, but you might see performance issues if the characters were over 2,500 or so.

    Please let us know if we can help further!

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  • Gary Donoghue

    Hi ZD Support,

    I am adding a request for an update on my submission 2 years ago relating to the lack of availability, within Organisation fields, for a multi-select field. It continues to frustrate that I am unable to define a field for the organisations we support where I can document all the products they are licenced to use. 

    Not all drop down fields are going to be single select - this is why you offer multi-select fields for tickets. So why not organisations? 

    Is this on any roadmap to be provided at present? An update on this issue, which from the above comments is a concern for others here, would be appreciated.

    Kindest Regards

    Gary Donoghue

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  • Lou

    We had one that had about 2800. We tested it in the sandbox, and the only performance issue we experienced was in accessing the values within the settings. When selecting the drop-down from within the organization, no performance issues were detected.

    1
  • Ben Van Iten
    Zendesk Community Team

    Hi Lou,

    I'm glad to hear it! It isn't an official limit, but 2500 is where some of our team has identified that problems could start.

    Please let us know if we can offer any further assistance.

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