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 any custom field type for a user, except credit card.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields. - Click Add field.
- Select a field type, then enter a Display name. Multi-select fields are not available for custom user 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 Field options to include in the list. Click the X to remove a
value.
You can bulk import field values if you have a large number to add.
- Click Sort ascending or use the drag-and-drop 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 Field options to include in the list. Click the X to remove a
value.
-
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.
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