Managing custom user fields

Fastpath: Admin Center > People > Configuration > User fields

Admins and agents in custom roles with permissions can create and manage custom user fields. 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.

This article contains the following topics:

• Editing custom user fields
• Reordering your user fields
• Deactivating and reactivating custom user fields
• Deleting custom user fields

Editing custom user fields

Everything about a custom field is editable except the field key, which can't be changed after the custom field is created.

To edit a custom user field

1. In Admin Center, click People in the sidebar, then select Configuration > User fields.
2. Hover over the row of the field you want to edit, then click the option menu icon () and select Edit.
3. Edit settings as needed and click Save.

Reordering your user fields

The order of your custom user fields on the active tab of the User fields page determines the order they're displayed in user profiles.

To change the order of custom user fields

1. In Admin Center, click People in the sidebar, then select Configuration > User fields.
2. Click Actions and select Edit order.
3. Click and drag the rows into the order you want or use the arrows on each row to move them up or down in the list.
4. Click Save.

Deactivating and reactivating custom user fields

The User fields page has two tabs: Active and Inactive. New custom user fields are active by default. Activating an inactive custom user fields adds it to the user profile view.

To deactivate a custom user field

1. In Admin Center, click People in the sidebar, then select Configuration > User fields.
2. Find the custom user field on the Active tab, click the option menu icon () and select Deactivate.

   Deactivating a custom user field removes it from the user profile view, but the field can be reactivated at any time.

3. Click Deactivate to confirm you want to deactivate the custom field.

   The custom user field moves to the Inactive tab.

To reactivate a custom user field

1. In Admin Center, click People in the sidebar, then select Configuration > User fields.
2. Find the custom user field on the Inactive tab, click the option menu icon () and select Activate.

   The custom user field moves to the Active tab.

Deleting custom user fields

You can delete custom user fields on the edit page. Deleting a custom user field is permanent. The field and data stored in that field can't be recovered.

To delete a custom user field

1. In Admin Center, click People in the sidebar, then select Configuration > User fields.
2. Hover over the row of the field you want to edit, then click the option menu icon () and select Edit.
3. Click the option menu icon () at the top of the page, then select Delete.

   When you delete a custom user field, that field and any associated data is removed from all users. The data is preserved only if the custom field also adds a tag to a user. The two custom fields that add tags are the drop-down list and the checkbox. If you delete one of these custom fields, then the data in users persist as tags.

4. Click Delete to confirm that you want to delete the custom user field.