Adding custom fields to users

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58 Comments

  • Arianne Batiles
    Zendesk Customer Care

    Hi Jahn Bronilla,

    Custom user fields can now be shown in the user data app. You need to click on the Settings (gear icon) and select the user fields you want to display in the app.  

    1
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Thank you @Arianne Batiles

    0
  • Mgo Dono

    Is there a way to create a ticket field and sync the user fields into the ticket section? 

    0
  • Mehmet KIZILASLAN

    ticket field Where should I create it?

    0
  • Brett Elliott
    Zendesk Product Manager

    Hi Mgo Dono

    Is there a way to create a ticket field and sync the user fields into the ticket section?

    Not natively in Zendesk. I have seen some Zendesk customers achieve user <> ticket field syncing with custom scripts that use our public APIs.

    If you don't mind me asking, what are you trying to achieve by syncing user and ticket fields?

    0
  • Federico

    Hi! I'd like to implement something like this: since the service I'm selling is age and location specific, I want to ask the prospect customers to input also their DoB and ZIP code when submitting a request. I managed to add the custom fields to the tickets. Is there a way to update the customer values automatically once the ticket is opened? Alternatively, can I just feed the user info to the user without going through the ticket fields? Thank you in advance

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  • Dane
    Zendesk Engineering
    Hi Frederico,

    It's possible by utilizing Update APIs, Webhooks and Triggers.
     
    First is to create your webhook using the user update API.
     
    This will be the endpoint that you will use.
    https://<yoursubdomain>.zendesk.com/api/v2/tickets/{{ticket.requester.id}}.json
     

     
     
    The next step is to create the trigger that will utilize the webhook above. I have used these conditions to serve as your reference.
     

     
    This is the action.
     

     
    Please take note of the values inside the red and green box.
     
    {
    "user": {
    "userfields": { "test_user_field": "{{ticket.ticketfield_5064777944463}}"
    }
    }
    }
     
     
    "test_user_field": This is the Field Key found on the custom user field.
    "": This is the placeholder for the custom ticket field that you have created.
     
    You can freely add addition fields here like DoB and Location. 

    Once done, it should automatically update the user field value depending on the corresponding ticket field value each time a ticket is created.
     
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  • Federico

    Thanks, Dane!

    0
  • Phil Capezio

    Trying to accomplish the same thing, and I'm using all of the exact same settings, but not having any luck. In my use case, I'm trying to take the customer's city from a custom ticket field and add it to their profile with a custom user field. Both fields are text fields for reference. What am I missing? Thanks in advance. 

    0
  • Zsa Trias
    Zendesk Customer Care

    Hello Phil,

    It seems that you have created a trigger to run the webhook and populate the user field per Dane's solution above. 

    I would suggest checking the events of the ticket first to confirm if the trigger had run. 
    It must be that the conditions of the trigger weren't met which could be the reason why the webhook didn't apply the update. 

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  • Phil Capezio

    Caught the mistake.

    It's user_fields and not userfields

    {
    "user": {
    "userfields": { "test_user_field": "{{ticket.ticketfield_5064777944463}}"
    }
    }
    }
    0
  • Zsa Trias
    Zendesk Customer Care

    Awesome! Thanks for sharing! :) 

    0
  • User 5629941

    Is it possible to customise the view for users based on brand? We have an integration that is pulling user ID's and other user information from different places for 2 different brands. Currently all fields show on the user page which looks messy. It would be good if we could only show the user fields relevant to the brand associated with that user? 

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hayley Johnson  -  I guess best to have 2 different ticket forms if you need different ticket fields per brand. 

    0
  • Andres

    What user fields are not custom, I'm assuming name, email and phone come out of the box, but is there a way to see what the default user fields are? I can only find my custom user fields. 

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Andres,

    The default user fields are the ones natively found in your user profile details. You can check Viewing and editing your user profile in Zendesk Support and it should be under About your user profile details. Everything else is a custom user field.

    Hope this helps.

    1
  • Andres

    Thank you Noly Maron Unson - that's exactly what I was looking!

    0
  • Michael Le

    Hello I hope all is well, I'm having difficulties translating Custom Fields into Custom User Fields with a webhook as shown above with Dane's example, may I have someone take a look and see why the webhook is not firing nor trigger?

    We're trying to have a text custom Custom Field translate into a text custom User Profile Field via a webhook as we're unable to do so with triggers.

    Note the webhook originally gave me a 200 Okay response, but when I went in to take this snippet it came back as 404 Not Found.

    Thank you in advance.

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Michael Le

    Your config looks sound - you might want to make sure you're using a valid requester.id in your test (or create a test ticket and see if it returns a different response).  Also, if your test data has commas in it, that might be throwing off the json.

    Cheers,

    Brandon

    0
  • Екипът на Нет Инфо

    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
  • Mike DR
    Zendesk Customer Care
    HeyA Denis!
     
    As of now there isn't a way to edit the title of the ticket field or add a note on the field

    0
  • 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
    Zendesk Customer Care
    HeyA Denis!
     
    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
  • Anna Coffey

    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
  • 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



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  • 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
  • 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
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Frédéric & Greg S

    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

    0

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