| Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Team, Professional, or Enterprise |
Admins and agents in custom roles with permissions can create numerous types of custom user fields and add them to user profiles to store additional customer details. 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. Any custom user fields you create apply to all users.
Creating custom user fields
Administrators and agents in custom roles with permission can create user custom fields.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields. - Click Add field.
- Select a field type.
For information about the field types, see About custom field types. Credit card fields are not supported for users.
- Enter a Display name.
When naming custom fields, don't use reserved system or feature names such as "channel." These names are reserved by Zendesk and won't work in custom fields.
- Verify that the field key is the value you want it to be.
A field key enables the custom field to be referenced in placeholders and the API. When you enter a name for the field, the field key is automatically populated. If you want the name and key to be different, you must edit the field key. You can't change the field key after you create the custom user field.
Avoid field keys that overlap with system fields, such as id, name, tags, details, and notes.
- (Optional) Add a Description for the custom field. This is visible to admins only.
- Set other properties for your field. Options vary depending on the type of field you
are adding.
-
Field option (checkbox fields only, optional):
Enter a tag to apply to a ticket when the checkbox is selected.
-
Field validation (regex fields only):
Enter a regular expression to create an input mask to validate entry.
-
Field values (drop-down and multi-select fields):
- Enter a value for each option to include in the list, along with an
associated tag.
Each tag must be unique (see Understanding tags and fields). You can bulk import field values if you have a large number to add. Click the X to remove a value.
- Click Sort ascending or use the grabber icon (
) to manually reorder the field
values. - To create a nested drop-down list, separate categories and values with a double colon (::). See Organizing drop-down lists.
- Enter a value for each option to include in the list, along with an
associated tag.
-
Related object and Set a filter (lookup relationship fields
only)
Select the type of object to relate, and optionally define filters that restrict possible values for the field. See Adding lookup relationship fields.
-
Field option (checkbox fields only, optional):
- Click Save or, to create another custom field, click the drop-down icon and
select Save and add another.
New fields are active by default and are added to all users.
- If needed, you can reorder your custom user fields.
Cloning custom user fields
Administrators and agents in custom roles with permission can create new custom fields from scratch or clone existing user fields and modify them as needed.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields.
- Hover over the row of the user field you want to clone, then click the option menu
icon (
) and select Clone.A detailed view of the user field's settings is displayed.
- Edit the Display name and Field key so that they are unique.
The field key is populated by the field name, but you can edit it when creating the custom field. You can't change the field key after the custom field is created. The field key can be used to reference the custom field in placeholders and the API.
- Set any other options for your field, depending on the type.
- Click Save.
New user fields are active by default and are added to all organizations.
- If needed, you can reorder your custom user fields.
74 comments
Frédéric
1263213537349 thank you for your feedback, however, this is not what I'm looking for.
The main purpose of tag locker was to block creation of tag by agent, as well, giving possibilities to select tag in a defined list.
This was to give consistency in tags used, it's not only about hiding the tag field.
How can we prevent agent adding any random tag and provide a list of tag they can select, similar to how TAG LOCKER was working?
0
Brandon Tidd
Hey 1263169413790 & 1263169268930 -
Another built-by-Zendesk option available to you for the purpose of restricting or hiding tags is the free Ticket Field Manager App, which has the ability to hide the tag field from the agent view.
Hope this helps!
Brandon
1
Greg S.
I came here with the exact same question as Frédéric. The core purpose Tag Locker has for our business is to hide the native Tag field from agents entirely. We already use numerous Custom Fields to fill in tags as appropriate, but being unable to hide the native field means agents will be able to add whatever tags they want to the case which will cause issue with some of our metrics.
I'd like to know how we will still be able to restrict our agents from adding whatever tags they would like once the TAG LOCKER app has been disabled.
0
Frédéric
It has just been announced that Zendesk discontinue the app TAG LOCKER and recommend to Use custom fields to restrict agents from creating or populating tags independently.
I don't seem to find any information how custom field can restrict agent to create tags.
Anyone has a suggestion and someone at zendesk can help?
Thanks
1
ish
Hey guys, I have been looking for guides to help me with adding fields in a bot. As you can see, I added fields under "Objects and rules > Tickets > Fields", but there are only two visible fields: name and email.
Any assistance will be highly appreciated.
Thanks in advance
0
Anna C
We have customer attributes that are managed in an external system, and we want to display them in the support view for our agents. It appears that custom fields is the way to do this, but we don't want agents editing this data in Zendesk. Is there a way to make custom fields read-only? Or is there a different way to achieve this?
0
Mike DR
You're most welcome! For your use case, I would suggest the Ruby Regular Expression (Regex) custom ticket field. However, it's currently not yet available to be used in the bot builder.
1
Denis Iliev
Thank you for your response. I would like to inquire if there is a method to create a custom field that functions similarly to the system-provided "Email" field, specifically intended for feedback purposes. The objective is to restrict entries within this custom field to be exclusively in the format of an email address (e.g., example@site.com) and disallow any other text input.
0
Mike DR
As of now there isn't a way to edit the title of the ticket field or add a note on the field
0
Denis Iliev
Hello! We are currently using a custom field categorized as "text" instead of "email" within the user data input section. However, we have noticed that this element doesn’t provide clarity to our users regarding its purpose. Instead, it might confuse them about the requirements for entering an email address, which is intended for feedback purposes.
We would like to edit or add clarification to this built-in "Email" field to make its purpose clearer for our users. Is it possible to perform this edit? We aim to introduce explanatory text alongside the field, guiding users on what is expected when filling in their email addresses.
0
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