146

More User Data

I think you need to allow the administer the ability to add user data fields.  Examples would be, Address, Website, Skype Profile, IM Profile etc.

86 comments

  • 0

    yes yes!!

     

    the more info the end user can put in the less the help desk staff has to search for...

  • 0

    I can see this case for if you don't have this info recorded elsewhere, but I'd like to obtain this information from other systems AKA Highrise CRM, Salesforce.com,.......

  • 0

    I agree, and I can easily see pulling my user data fields from Harvest and Highrise, and other CRMs.

  • 0

    Another vote for custom user data fields here.

  • 0

    Totally agree

  • 0

    Hey guys,

    Thanks for your responses.  We are indeed a help desk and not so much a CRM (as Graham and Clifton have mentioned above), and we've tried to provide widgets and integrations with salesforce, highrise, etc which we hope you find them useful.  Anyhow, I'll try bringing this up with the team and see what they say :)

    Cheers

    -amy

    Zendesk support

  • 0

    Amy, the people logging into my Zendesk are a captive audience to fill out CRM-y type data.  While I don't really want that in Zendesk, it'd be great to push it into Highrise or any other CRM that deals better with that data.  Some of the widgets seem to work only one way query the CRM database and bring that data into Zendesk, and while I "get it," like I said, those clients are more apt to add in the possibly missing bits of data (cell phone!) which would help round out the partial CRM info I've got.

     

    That's my long winded way to say: yeah. me too.

  • 0

    We're currently evaluating Zendesk, and this is critical for us.  

    We need to be able to add custom fields users, and allow the user, agents or admins to edit them. 

    This seems like a very minor coding issue (it's just equivalent to the "Phone Number" user field isn't it?), is there any chance that this will be implemented ??

    I would really like some certainty on an answer - a straight up "No" is fine, but a "We hope to develop this feature, but I can't give any timescales" is pretty useless tbh. 

    I know "agile" software dev always has a lot of uncertainties, but any certainty on this particular issue would be very useful for me.

  • 0

    A minor coding issue? There's probably about 2% of feature requests that would be deemed minor :)

    We don't plan on doing anything like this, it's certainly not something of a priority right now.

    _Jake Holman
    _Zendesk

  • 0

    One vote for me.

  • 0

    Let's vote this up, guys! I need it too.

  • 0

    Custom user and organization fields and, of course, also available via the API please.

  • 0

    So looks like it's not happening according to the dev above.

    I woudl really like to see  extra info for users and more importantly organisations. I want to reduce the amount of systems and have as few as possible.

    I'll use it for a few weeks and see how I get on as there are some parts that are fantastic and other parts very light.

  • 0

    Mikkel,

    If we get votes on this page, will that help raise the priority of this issue?

  • 0

    Of course.

  • 0

    Alright, alright! :)

    We'll be looking into how we can implement this. The aim being to make the information usable in the context of Tickets as well a Rules (i.e. Triggers, Automations). Will keep you all updated on how that's going.

  • 0

    It will be nice that this data be parsed through the AD authentication. Make it collect  more fields (specially office and phone numbers) and post it to the user profile. We have multiple ofices, on different time zones, so this will help redirect the tickets based on that criteria.

    could be possible through the API?

  • 0

    +1,000,000

    This request is addressed in several ... "feature requests"  and yes, it is definitely great news if you work on it. A top one for us.

  • 0

    We are finishing our evaluation period and another requirement has come our way for the transfer of our ticket information to another organization.  I need the custom user fields to track key information that is not ticket specific but rather user specific.  Can you tell me where the custom user fields are on your roadmap?  Will we see this developed by the end of Summer 2010?  Thanks....

  • 0

    The ability to pull extra information (not just profile / contact information) is proving to be a major need for us. I'll give an example use case that I hope is in alignment with the purpose of this feature request.

    Our Sales Team lives within sales force. They make appropriate sales notes etc. throughout their sales process. However, when a sale is made, the customer care team is not aware of this pre-existing relationship. It would be fantastic if we had control over the salesforcee sidebar widget that allowed us to pull in the information we desire from the salesforce lead/contact.

  • 0

    +1 @jake on thinking deeply how to make this feature intelligently a part of the DNA of Zendesk, and not just a db field with no meaning to Zendesk whatsoever.  Certain other web app vendors have a way of tossing in these fields, but then never integrating them (e.g. can't search by them, etc.).  Enabling fields' use with Zendesk logic (triggers, etc.) is the right way to do it.

  • 0

    It would be great if these fields could work into the workflow of ZenDesk.  Specifically think about the power of having users marked for time zones along with tiered support levels.  Having meta data about the user tied into workflows would make it easier for ticket routing along with ensuring SLA isn't breached.

  • 0

    We operate a small IT repair company and rely on user address, multiple phone numbers etc. It seems overkill to have to use a CRM solution

    just to have a few more fields. Not all helpdesks revolve solely around email addresses? :)

    This is one thing which is stopping us jumping in to Zendesk with both feet, 'cos otherwise it looks real nice!

  • 0

    Mcdent nailed it on the head for us too. I need to track custom user data WITHIN the desk, not using an outside CRM. I need to to able to add fields like:

    Address

    Telephone

    Renewal Month

    Service Plan Type

    Phone Number

    Etc.

  • 0

    +1 Would like some custom/unique fields so that I can integrate with asset management. 

  • 0

    Here! Here! This is a SUPPORT script and I need to know WHAT I'm supporting... Having to ask the client, what website is it that you want me to investigate, each time - especially if I am trying to do things via my iPhone... is a tiresome routine and wastes me time and money. I have a fully functioning support ticket system within my billing area that runs on my server but if my server goes down - then nobody can send in a support ticket - which is why I have ZD... SO, please allow me to decide how I, as you client, want/need to interact with my clients. Thanks!

  • 0

    +1 Would like some custom/unique fields so that I can integrate with asset management. 

  • 0

    +100

     

    Here! Here! This is a SUPPORT script and I need to know WHAT I'm supporting... Having to ask the client, what website is it that you want me to investigate, each time - especially if I am trying to do things via my iPhone... is a tiresome routine and wastes me time and money. I have a fully functioning support ticket system within my billing area that runs on my server but if my server goes down - then nobody can send in a support ticket - which is why I have ZD... SO, please allow me to decide how I, as you client, want/need to interact with my clients. Thanks!

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    • 1

    Very Useful for Asset Management.

  • 0

    Custom user fields are A MUST.

     

    Your TICKETS are built around them. Why can't your customers be, too?! 

     

    ZenDesk is all about being a minimalist software, which is totally awesome in a lot of respects. But here's where the team is blindly falling short: (at least as I see it)

     

    Customer user fields allow companies to be as minimalist as they wish.** No one here wants you to implement 10 new fields **for alternative phone numbers, ICQ, What month a service plan expires, etc.

    BUT, I bet every single user in this thread would agree that:

    By default, there should be 3 fields: Email, Phone, and Name. (What you have now!)

    Then, IF they need another field, like mailing address, they should have the ability to ADD such a field.

     

    When adding the field, they have the choice to select:

    1. Add this field for USER, or ORGANIZATIONS? 
    2. Now, all USERS / or ORGANIZATIONS have this field available, we can fill out data for each client, and target the data via your standard syntax for fields, plus perhaps a prefix to cover the fact it's a customer field vs a ticket field. 

    The idea I'm proposing is DROP DEAD SIMPLE, and remember, it fits Zendesks vision because it forces your users to use NO MORE than they need, but IF YOUR CLIENTS (the ones paying the bills, remember!) feel they need more, they have the choice to add it.

     

    For our company, we may be forced to move to Assistly if we can't see this implemented in the near future.

     

    I would be absolutely thrilled to see you take the same approach you've done with creating views and tickets (the level of customization possible) and apply it to customer / organization profiles. It could seriously be HUGE guys! Thinks how your clients could use it :)

    I'd love to hear your comments on this!

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