Announcing the removal of legacy system custom user fields

Announced on | Rollout starts | Rollout ends
September 30, 2025 | November 4, 2025 | November 4, 2025

To enhance platform maintenance and reliability, Zendesk will remove four internal system custom user fields from our platform on November 4, 2025.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Zendesk will be removing a set of legacy “system” custom user fields from our platform. These fields were originally created for internal integrations and are no longer actively used or maintained. As a result, they will no longer appear in user profiles or interfaces after November 4th, 2025.

Why is Zendesk making this change?

We are always working to improve and simplify the Zendesk experience. Removing these outdated fields will improve platform management by making it more maintainable and reliable.

These fields were built using older methods, do not align with our current standards, and haven’t been updated in over a year because they are tied to products that are no longer in service. The specific fields we are deprecating are:

system::embeddable_last_seen

system::last_nps_survey_date

system::nps_comment

system::nps_rating

What do I need to do?

These changes will take effect and be fully completed on November 4th, 2025. Please use this time to review and update any workflows that might reference these legacy fields.

For admins and agents: No action is required for most teams. These fields are internal and were never meant to be edited or customized, so their removal should have no impact on your daily work. The products that were tied to these system fields have already been deprecated.

For developers and product teams: We recommend reviewing your internal tools, integrations, and workflows to ensure there are no dependencies on these legacy system user fields. Please complete any necessary updates before November 4th, 2025, when the fields will be fully removed.

For end users: There will be no visible impact, as these changes are internal to Zendesk.

If you have any questions or need assistance, our Zendesk Customer Support team is here to help. Thank you for partnering with us as we continue to enhance our platform!