Adding custom fields to users

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28 Comments

  • Qais Maash

    Hi,

    I've been searching a lot to find a way to add as simple as or equivalent to html  <input type="hidden" value="some value" name="abc"> to the web widget, I see different responses from moderators and always the discussion get shifted to "what do you want to pass ....etc." , I just need a simple answer, can this be done ? yes or no  

    0
  • Greg Katechis
    Zendesk Developer Advocacy

    Hi @..., the answer to this would be no. You can add ticket fields to your web widget which you can read about here.

    0
  • Gus Wood

    When I click on the video link for this article I get: 

     

    oops

    The page you were looking for doesn't exist

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Gus,

    Thanks for the heads up! I'll let our documentation team know so they can update.

    Cheers!

    -1
  • mnemosyne

    Brett Bowser this request was made 7 months ago.

    Still having the same problem. Doesn't look like this was ever fixed.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Adrian,
     
    We just made some changes in our Help Center that might have broken this – thanks for the heads-up, and I'll see if we can get it fixed!
    0
  • mnemosyne

    Dave Dyson any ETA on a fix?

    0
  • Aimee Spanier
    Zendesk Documentation Team

    mnemosyne

    The video should be working now. Sorry for the delay! Let us know if you're still running into problems.

    0
  • mnemosyne

    @Aimee Spanier

    Working now! Thanks!

    0
  • Zendesk System Admin

    Is there an option where i can create a filed and it get automatically updated with the  name of the agent who is transferring it to other agent or group.

     

    eg create a prior owner field and update this field with the name of the agent transferring .

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Gaurav,
     
    I'm afraid there really isn't a reliable and scalable way to do this within Zendesk, but each ticket's events log will show the full history of the ticket, including all previous assignees: see Viewing all events of a ticket
    0
  • Angelique Paulus

    In this knowledge article it indicates a list of type fields you can add. 
    On our end we don't have Multi-select available either on "user fields" or "organization fields".
    See overview of options we have under new user fields. 
     
    Is that a mistake in this article or will that option become available on short term in our environment?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Angelique –
     
    That's a mistake in our documentation – I've alerted our documentation team. Thanks, and sorry for the confusion!
    0
  • Lena Plaut

    Just a heads up, that Admin Center link doesn't seem to go to a logical place

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Lena, the "Admin Center" link in the article above is just intended to show people how to get to the Admin Center if they're not already there. Is there somewhere else you think it should go? Thanks!
    0
  • Keyajah Martin

    I am an agent creating ticket forms. Is there a way I can view as an end user? I would like to preview my content. 

    0
  • Brandon
    Community Moderator
    The Humblident Award - 2021

    Hi Keyajah Martin

    A few options here.

    1) If your Form is live and ungated, you can simply open your Help Center in an incognito window.

    2) From the Guide Admin customization section (eyeball), you can preview as an end user 

    3) From the Guide Admin settings section (gear icon), you can enable access to request forms

    Hope this helps!

    Brandon

    0
  • Luciano Zambito

    Hi everyone, I'm trying to SET (while creating a ticket for a new user) and to UPDATE some custom user fields (dropdown type) for a SPECIFIC user already created, via API.

    I can't find out how to do that: may someone give me the right direction?

    0
  • Sabra
    Zendesk Customer Care

    Hey Luciano Zambito! When creating a ticket for a new user, the only information you can send with the requester object is name, email, and locale or locale id. Once the requester is created, you can use the Update User API to set custom user fields. 

    0
  • Johnathan S

    Hi there, Im seem to have a little trouble understanding what this does.
    Am i able to use the "Date" and create a birthday for awareness for my agents?

    I have read this page but it still eludes me.

    0
  • Brandon
    Community Moderator
    The Humblident Award - 2021

    Hi Johnathan S

    You are correct!  As an admin, you can create a custom user field (type: Date, title: Birthday).  This field will be attached to the user's profile and, after it's created, can be used to store the end-user's birthday (or any other date, for that matter).  These fields are edited / viewed either by searching the user directly, or clicking on the "profile" shortcut (avatar) from within a ticket directly.

    Hope this helps!

    Brandon

    0
  • Hayley

    Is there a multiple selection option?

    Use case

    I would like to add a fields for internal "feature list" that has four or five items.

    A User can be associated with any number of these (0 or many).

     

    0
  • Dane
    Zendesk Engineering
    @Hayley,
     
    As it turns out, user custom fields does not have multi-select option. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
    0
  • Stewart P

    Hi All,

    Is it possible to display a custom field through a placeholder on User Field when the custom field is updated and ticket is solved?

    We have a Custom field ID 360000176477 (Text box), and I want that to be populated on User Field (Text box). When tried adding the below placeholder under the Add field key getting and error as cannot be saved.

    {{ticket.ticket_field_360000176477}}

    Anything incorrectly I am doing?

    0
  • Dane
    Zendesk Engineering

    Stewart P,

    It is not possible to display a custom ticket field to a user field by the use of placeholder. The add field key is an identifier that you can use to designate the value of the actual user field as a placeholder. 

    Field Key:

    example_user_key

    Whey you use a placeholder it should look like this:

    {{ticket.requester.custom_fields.example_user_key}}
    0
  • Charlie

    I'm surprised there's no array/list option. I have a significant problem that such an option would solve, and the dropdown selection is a bit too complex to use as a substitute.

    0
  • Zachary Bowling

    Hi all,

    I have requested further support but thought it may be worthwhile submitting here. 

    Is there a way to remove the requirement for 'tags' when creating a custom user field using the 'Drop Down' type? 

    A drop down is most suitable for our use-case and will allow us to record information consistently, however, I don't wish to apply tags to incoming tickets as a result. 

    Thanks in advance. 

    0
  • Brandon
    Community Moderator
    The Humblident Award - 2021

    Hey Zachary Bowling,

    Unfortunately tags are how Zendesk 'sees' the data on dropdowns, so they are a required component of the platform.  That said, you could leverage a Trigger that actions the rarely recommended 'Set Tags' action, which removes all of the tags from the tickets and adds the ones actioned by the Trigger. 

    This would allow you to 'clear' the tags and then use additional Triggers further down to set the appropriate tags for the ticket.  Hope this helps!

    Brandon

    1

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