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Feature request: Make custom user fields available in Guide user object



Posted Apr 13, 2021

The Helpcenter.user object offers limited data to Guide from Support - namely, things like basic profile info (name, email), user tags, and user orgs. It would be fantastic to have custom user fields also available, allowing teams to expand using features like Hiding Ticket Forms

It is not always feasible for Zendesk admins to split users into different orgs or apply user tags, especially when using SSO to provision users where the integration may be limited in what it can pass to Zendesk. 


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I second that. It's probably not a big deal to implement it. Currently we have to go workarounds with tags now.

 

We want to use the object to define who can access the Chat. And we plan to update it upon SSO login through the user, via the JWT pay load. Currently we can't use the already existing text field and have to go a workaround with a new dropdown field with tags attached to the options.

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Not sure why my reply is awaited here. I don't want to have this automatically created ticket sit there endlessly telling me that my reply is required. Even with me replying it still says so. :thinking:

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Hey Sebastian, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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