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Jennifer Rowe

Zendesk Documentation Team

2025년 3월 19일에 편집됨

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      Patrick Beebe

      This article clearly states ‘New fields are active by default and are added to all users.’

      I'm finding this untrue.

      I've added a drop-down and refreshed, sign out and back in, and the field does not populate.

      ? Is there another step that an Admin must do to have this populate on the Agent side ?

       

      I'm finding more and more of Zendesk articles with key missing information and have to hunt/peck through communities to get answers.

      Trying to justify value of ZD vs Service Now…

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      Ryan Nally

      How do I populate user fields from my BE? I'm using the users/create_or_update call and send a request body that has user_fields object but it doesn't seem to update these fields on the user profile and they come back null.  I then updated these fields on the user profile and now when I inspect that call I see that value reflected.  So it seems that the call I make reads the values from the user profile instead of populating them.  Please advise.

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      Brandon Tidd

      Hey 1263792607130 -

      Sorry to hear you're having trouble - you're right, it *should* be that easy.  Double check your permissions to see if maybe you (as an admin) are seeing it whereas others cannot.  Other than that, you could always try a fresh install just in case some settings got corrupted along the way.

      Good Luck!

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      Diogo Maciel

      Olá Matheus! Não está claro qual seria seu caso de uso, mas você pode puxar o email do usuário através da API. Para mais detalhes por favor consulte o artigo abaixo
       
      https://developer.zendesk.com/api-reference/ticketing/users/users/

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      Greg S.

      1263213537349
      I've been using the Ticket Field Manager App for other fields for quite a while, and I'm having zero luck getting it to actually work to restrict access to the Tags field.  Based on its configuration it should be as easy as adding "Tags" to the Hidden Form Fields section, but that doesn't appear to be working for our environment.  Any ideas?

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      Matheus Oliveira Rosa

      Olá, não seria possível visualizar a chave de campo do e-mail principal do campo do usuário ? Para conseguimos puxar o e-mail do usuário na autenticação final, sem necessidade da criação de outro campo de e-mail.

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      David Stevenson

      I don't want to hide the tags field, I just want to avoid having tickets tagged as followup, follow-up and follow_up, etc, and to have certain tags limited to certain users.  With the removal of tag locked I now have to have 3 separate fields displayed on my form:

       

      Which really doesn't feel like an improvement to me.

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      Mike DR

      Hi Frédéric!
       
      Brandon's suggestion is correct, totally understand your sentiments about tag locket being removed.
       
      The workaround would be to hide the tags field using the ticket field manager app then user the drop down for the tags, since the drop down values will add tags to the ticket.

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      David Stevenson

      I've been directed to this conversation by tech support as I am attempting to replace tag locker, which is sadly slated for removal.  My requirement is extremely simple:

      2 lists of tags, one for agents, one for admins
      I have created 2 multi-select fields as directed by the Field Manager app, one for each list
      I have created a user group for admins
      I hope to make the admin field read only for agents, but read write for admins

      So far I have managed to get the agent tags field to appear.  The admin tags field, created in the same way as the agent tags field does not appear.  I'm also not certain how to get the group ids that Field Manager insists on using for removing the read-only status of groups.  If I hover my mouse over the admins group in the list of groups the url preview displayed in my browser ends in an 8 digit number.  Is this really the UI for getting a group ID?

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      Brandon Tidd

      Hey 1263169413790 -

      You are correct - hiding the Tag field only prevents rogue tags from being added.  For consistent tag application, the best practice is to create a custom drop-down field wherein the values are agent-friendly versions of the tags, and the tags are the desired picklist of tags, ie:

      Value | Tag
      Silver | silver_sponsor
      Gold  | gold_sponsor
      Platinum | platinum_sponsor

      In Explore, you can still report on the tags even if the Agent is selecting from the custom field.

      Hope this helps!

      Brandon

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