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Custom User Fields visibility
Posted Jan 25, 2022
Feature Request Summary:
It should be possible to choose which role a custom user field should be applied to, either Staff member or Enduser, or even both
Description/Use Cases:
In the current setup custom user fields are shown, there's no difference to whether the field is intended for end-user storage of information or staff member.
This means, that if an organization requires a lot of different information stored on the staff member, those fields are left empty on the end-user profile, causing distraction.
Likewise, if there are a lot of end-user-related fields, those fields are causing distraction when inspecting user profiles for staff members.
This could be solved by simply having a dropdown when creating/editing the fields, choosing which user types should draw benefit from the field - or maybe something similar to when creating Ticket fields and Ticket forms.
Business impact of limitation or missing feature:
The impact is that user fields are quickly getting irrelevant, as user fields for both user types are shown at the same time, making the agent forced to sort in information, and thereby time is spent doing this. The more fields shown at the same time, the more time and confusion is spent looking for the relevant info.
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3 comments
Bobby Watton
+100.
I'd also like to track the training wave cohort of my Agent users with an "Agent wave" user field. And their BPO vendor with a "Vendor" field.
1
Brett Elliott
Hi Simon Blouner (midlertidig) and @...,
I'm Brett, the Product Manager at Zendesk working on solving the problem you're both describing here. I'd love to connect and discuss your needs further. If either or both of you are interested in hearing about this in more detail please reply here and I'll reach out via email.
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Bobby Watton
Brett Elliott I'm interested in discussing so feel free to reach out
0