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User Fields and Organization Fields - Access Restrictions



Posted Mar 11, 2022

Need the ability to restrict access to user fields and organization fields based on a team members, roles or groups.

We need to create an environment where certain users are unable to edit fields in Zendesk, to prevent errors within fields of the organization screen and the user profile screen.

Currently, Zendesk only offers a toggle box for true/false on these. Hence, this is an all-or-nothing option. 

  • Can access the user fields admin page and create, edit, update, and delete user fields.
  • Can access the organization fields admin page and create, edit, update, and delete organization fields.

Minimum requirements are to allow certain fields to be edited and others to not be editable to different people.


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16 comments

Official

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Alina Wright

Zendesk Product Manager

Hello all,

Quick update that we are looking into creating permissions around custom user fields now and hope to have something released this year. Extending organization permissions is not yet on the roadmap for this year but something we continue to monitor. Our general move in the permissions space is to continue extending the admin only permissions to custom roles and make the existing permissions more granular.


Thank you for your feedback! We'll continue to monitor this thread.

1


I would also love this! Especially since you cannot "hide" fields from agents on profiles, like you can on ticket fields.

2


We could REALLY use this as well.

3


+1

a must have for us as well. we are running sync with our internal CRM and Zendesk, adding sensitive customer information from our CRM into Zendesk user profile via custom User Fields, and it's vital for us to be able to restrict some custom user fields from agent edit

4


+1

It will be beneficial  and highly important for our organization to have such a capability as well.

3


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Sydney Neubauer

Zendesk Luminary

+1 Our options are moving teams to different Zendesk instances. It causes issues when they then have to work out of different instances

1


+1 here, however in addition we would need restrictions depending on the users organisation, as not all users are synced from our CRM (as the system of record).

0


+1

1


+1 looking for this feature very much

1


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Shawna James

Community Product Feedback Specialist

Hey all thanks so much for your feedback here! We appreciate your time to send us your thoughts and use cases for this feature request. This feedback has been logged and a PM will reach out with any further questions as needed. For other community members, please continue to add your support with a +1 comment or use case. Thanks again!

1


+1 definitely something that is required. 

1


+1 Totalmente de acuerdo. Nos encantaría tener esta funcionalidad. Gracias y un saludo. 

1


+1 for this feature

1


+1 here - we would really benefit from this feature!

1


Great update Alina Wright! More granular permissions on user fields is very much needed here including the ability to hide or make certain fields read only. This would allow us to have much better control over our user data and really take advantage of the requester-driven updates to triggers that launched not too long ago. Excited to hear more!

1


+1  

Need to have control over who/what fields are editable on users+organizations. 

Allow us to determine what groups have R/W makes a big difference when you establish workflows based on health of an organization. 

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