Managing custom user fields

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14 Comments

  • Binh Du

    Currently when creating a custom user field and adding it as a condition in a trigger, it only applies to the Requester. Is it possible that the user field condition can be applied to the Assignee instead, or just make it neutral and applies any time the user field is in use?

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Binh Du,
     
    Unfortunately, only requester user fields are accessible via Triggers. Can you talk a little more about your use case? What are you trying to achieve?
    0
  • Binh Du

    Hi Dave,

    We originally thought we could set it up for Assignees as an Out of Office trigger. The conditions would be if the User Field (set as a checkbox) was checked for the Assignee, then for any incoming tickets assigned to that Assignee (all of our tickets are automatically assigned to specific Agents), a specified backup Agent would be added as a follower and emailed so that they could be able to take care of the tickets until the Assignee is no longer out of office. At first testing I thought it worked, but I did the test myself as both the Requester and Assigner and only later found out that it did not work as I intended. Could this feature be added or modified to include Assignees as well, or is there a different way to achieve what we are wanting to do?

    0
  • Anil Sharma

    Can we create conditions on User fields?  On Ticket fields we have an option.

    1
  • PAUL STRAUSS

    Can we make user fields required somehow?

    0
  • Luciano Zambito

    Hi everyone, I'm trying to SET (while creating a ticket for a new user) and to UPDATE some custom user fields (dropdown type) for a SPECIFIC user already created, via API.

    User fields are already there: I just need to set their value.

    I can't find out how to do that: may someone give me the right direction?

    0
  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hey Luciano,
     
    Setting the user field value will require a separate API request to update the user once you've created the ticket.
     
    Best,
    0
  • Ravindranath Noolu

    Hi, 

    I have set up a trigger/webhook on a user's user_field dropdown attribute like this

    Category: Notifications

    Conditions: {user_field _value} Is Present

    Actions:

    Notify active webhook 

    I don't see the triiger being invoked upon this api call
    PUT https://{{subdomain}}.zendesk.com/api/v2/users/{userId}

    {
    "user": {
    "user_fields": {
    "custom_field":"" // Set by a Javascript upon some agent's action in the sidebar
    }}}

    How to make trigger work upon updating a user_field value?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ravindranath,
     
    If you're trying to set the value of a user dropdown field for the ticket's requester, you should be able to do that directly with a trigger without having to use a webhook – user dropdown fields for the Requester should appear in the trigger Actions dropdown. Is that what you're trying to do?
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  • Ravindranath Noolu

    @...

    My question was -  does calling the update user api to update user_fields would invoke the trigger defined for those user_fields? PUT https://{{subdomain}}.zendesk.com/api/v2/users/{userId}

    I would like to know from Javascript code perspective how triggers will be invoked on user_fields modifications?

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Ravindranath,

    User fields are only allowable as trigger conditions when the user in question is the requester on a ticket. If you would like to have something take place when a user field changes regardless of whether or not they are the requester on the ticket, you would need to use Zendesk Integration Services (ZIS). You would then be able to use any of these user events, including the change of a custom field to trigger a workflow. 

    ZIS will require significantly more work to get up and running, compared to webhooks, so I recommend reading through all of our documentation to get up and running.

    0
  • Pam Carter

    This article is outdated.  The reference to the below is old - you have to go to the new admin area to be able to access user fields.

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  • Lefteris Apostolakis

    Hi,

    Anybody run into the issue of not being able to delete a USER field? I am trying to delete a user (not a ticket) field named "Office Location", and I keep getting an error message that "...field could not be deleted". I can deactivate it (and reactivate it) but I cannot delete it. I need to delete and re-create this user field as a different type of field, and this issue is stopping me at the moment.

    If this was a TICKET field, I would go and check whether it's currently used in a ticket form, but since this is a USER field, I don't believe there should be any conflict when it comes to deletion. Any input on this perhaps?

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  • Anton Van der meyden

    Lefteris Apostolakis

    Hello,

    Have you tried this?

    If this does not work I would suggest deactivating and just recreating it with the new type of user field you require.

    0

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