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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.
67 comments
David Stevenson
I've been directed to this conversation by tech support as I am attempting to replace tag locker, which is sadly slated for removal. My requirement is extremely simple:
2 lists of tags, one for agents, one for admins
I have created 2 multi-select fields as directed by the Field Manager app, one for each list
I have created a user group for admins
I hope to make the admin field read only for agents, but read write for admins
So far I have managed to get the agent tags field to appear. The admin tags field, created in the same way as the agent tags field does not appear. I'm also not certain how to get the group ids that Field Manager insists on using for removing the read-only status of groups. If I hover my mouse over the admins group in the list of groups the url preview displayed in my browser ends in an 8 digit number. Is this really the UI for getting a group ID?
0
Mike DR
Brandon's suggestion is correct, totally understand your sentiments about tag locket being removed.
The workaround would be to hide the tags field using the ticket field manager app then user the drop down for the tags, since the drop down values will add tags to the ticket.
0
David Stevenson
I don't want to hide the tags field, I just want to avoid having tickets tagged as followup, follow-up and follow_up, etc, and to have certain tags limited to certain users. With the removal of tag locked I now have to have 3 separate fields displayed on my form:
Which really doesn't feel like an improvement to me.
1
Greg S.
Brandon (729)
I've been using the Ticket Field Manager App for other fields for quite a while, and I'm having zero luck getting it to actually work to restrict access to the Tags field. Based on its configuration it should be as easy as adding "Tags" to the Hidden Form Fields section, but that doesn't appear to be working for our environment. Any ideas?
0
Brandon (729)
Hey Greg S. -
Sorry to hear you're having trouble - you're right, it *should* be that easy. Double check your permissions to see if maybe you (as an admin) are seeing it whereas others cannot. Other than that, you could always try a fresh install just in case some settings got corrupted along the way.
Good Luck!
0
Ryan Nally
How do I populate user fields from my BE? I'm using the
users/create_or_update
call and send a request body that has user_fields object but it doesn't seem to update these fields on the user profile and they come back null. I then updated these fields on the user profile and now when I inspect that call I see that value reflected. So it seems that the call I make reads the values from the user profile instead of populating them. Please advise.0
Patrick Beebe
This article clearly states ‘New fields are active by default and are added to all users.’
I'm finding this untrue.
I've added a drop-down and refreshed, sign out and back in, and the field does not populate.
? Is there another step that an Admin must do to have this populate on the Agent side ?
I'm finding more and more of Zendesk articles with key missing information and have to hunt/peck through communities to get answers.
Trying to justify value of ZD vs Service Now…
0