Announcing standard user fields for employees

Announced on | Rollout starts | Rollout ends
August 27, 2026 | August 27, 2026 | September 7, 2026

Zendesk is adding a new set of pre-configured standard user fields—Job Title, Manager, and Team—to Employee Service Suite (ES) plans. These fields are available automatically on every user record and simplify workflows such as manager-based approval routing, team-based IT asset tracking, and HR system integrations.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Pre-configured employee user fields are being added directly on the user record. They appear automatically, alongside your existing custom user fields, in Admin Center, the API, and reporting.

Job Title: A free text field.

Manager: A lookup to another user, representing the employee's direct manager. Any user, whether an agent or an end user, can be someone's manager. Zendesk prevents a user from being set as their own manager and blocks cyclic reporting chains. An employee's manager appears on their profile and can be used to route approvals automatically.

Team: A lookup to an employee’s organization record.

Why is Zendesk making this change?

Common employee service workflows, such as approval routing to a requester's manager, IT asset tracking by team, and HR system syncs, all depend on a consistent set of employee fields existing on every account. Previously, admins had to configure this manually before these workflows would function. These fields remove that setup step.

What do I need to do?

No action is required. These fields roll out automatically. See About user fields for more information.

New accounts on Employee Service plans: Employee user fields are installed automatically.

Existing accounts on Employee Service plans: Employee user fields are automatically added over the rollout period.

Existing accounts on Customer Service plans using Zendesk for Employee Service: Employee user fields are automatically added over the rollout period.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.