Editing custom user fields
Everything about a custom field is editable except the field type and key, which can't be changed after the custom field is created.
To edit a custom user field
- In Admin Center, click
People in the sidebar, then select Configuration > User fields. - Hover over the row of the field you want to edit, then click the option menu icon (
) and select Edit. - 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
- In Admin Center, click People in the sidebar, then select Configuration > User fields.
- Click Actions and select Edit order.
- 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.
- 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.
- In Admin Center, click People in the sidebar, then select Configuration > User fields.
- 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.
- 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
- In Admin Center, click People in the sidebar, then select Configuration > User fields.
- 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.
- In Admin Center, click People in the sidebar, then select Configuration > User fields.
- Hover over the row of the field you want to edit, then click the option menu icon () and select Edit.
- 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.
- Click Delete to confirm that you want to delete the custom user field.
18 Comments
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?
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?
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?
Can we create conditions on User fields? On Ticket fields we have an option.
Can we make user fields required somehow?
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?
Setting the user field value will require a separate API request to update the user once you've created the ticket.
Best,
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}
How to make trigger work upon updating a user_field value?
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?
@...
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?
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.
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.
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?
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.
Is there a way to associate a user field with a specific brand? If I have multiple brands, I don't want to show all user fields that might be empty for some brands/products.
For organization and user custom fields, those aren't brand-specific so they'll carry over throughout every brand of yours unfortunately.
I can imagine that it would be incredibly helpful to be able to associate a user field with a specific brand to manage those fields data much easier. I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
I hope that answers your question. Thank you!
I'm trying to edit a custom user field, and it won't let me change the Field Type. But the info above says that everything except for the Field key is editable. Did that change?
Heather Valli The field type can't be changed either, but that has always been the case. I've clarified this in the article.
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