Adding custom fields to users

Create custom user fields to store extra customer details in user profiles. Admins and agents with permission can add or clone fields, ensuring all agents can view them, while only those with ticket access can edit. Customize field types, keys, and properties to suit your needs. Remember, end users can't see or edit these fields, and changes apply to all users.




Admins and agents in custom roles with
permissions can create numerous types of custom user fields and add them to user
profiles to store additional customer details. Custom user fields are visible to all
agents and are editable by agents with access to all tickets. End users cannot see or
edit custom user fields. Any custom user fields you create apply to all users.
This article contains the following topics:
Creating custom user fields
Cloning custom user fields


Related articles:
Managing custom user fields
Recipe for the customer-centric company: Collect customer insights and
act on them




Creating custom user fields

Administrators and agents in custom roles with permission can create
user custom fields.

To add a custom user field
In Admin Center, click
People in the sidebar, then select Configuration > User fields.
Click Add field.
Select a field type. For information about the field types, see About custom field types. Credit card fields are not
supported for users.

Enter a Display name. When naming custom fields, don't use reserved system or
feature names such as "channel." These names are reserved by Zendesk and won't work in
custom fields.

Verify that the field key is the value you want it to be. A field key enables
the custom field to be referenced in placeholders and the API. When you enter a name
for the field, the field key is automatically populated. If you want the name and key
to be different, you must edit the field key. You can't change the field key after you
create the custom user field.

Note: Avoid using id,
name, tags, details, and notes for field keys, as these
are used by system fields and can cause issues if they overlap. For a complete list of
standard system user properties, see the Zendesk placeholder documentation.

(Optional) Add a Description for the custom field. This is visible to admins
only.
Set other properties for your field. Options vary depending on the type of field you
are adding.

Field option (checkbox fields only, optional): Enter a tag to apply to a ticket when the checkbox is selected.


Field validation (regex fields only): Enter a regular expression to create an input mask to validate entry.


Field values (drop-down and multi-select fields):
Enter a value for each option to include in the list, along with an
associated tag. Each tag must be unique (see Understanding tags and
fields). You can bulk import field values if
you have a large number to add. Click the X to remove a
value.

Click Sort ascending or use the grabber icon ( ) to manually reorder the field
values.
To create a nested drop-down list, separate categories and values with a
double colon (::). See Organizing drop-down
lists.



Related object and Set a filter (lookup relationship fields
only) Select the type of object to relate, and optionally define filters that
restrict possible values for the field. See Adding lookup relationship
fields.



Click Save or, to create another custom field, click the drop-down icon and
select Save and add another.
New fields are active
by default and are added to all users.

If needed, you can reorder your custom user fields.





Cloning custom user fields

Administrators and agents in custom roles with permission can create new custom fields from
scratch or clone existing user fields and modify them as needed.

To clone a custom user field
In Admin Center, click
People in the sidebar, then select Configuration > User fields.
Hover over the row of the user field you want to clone, then click the option menu
icon ( ) and select Clone. A detailed view of the user
field's settings is displayed.

Edit the Display name and Field key so that they are unique. The field
key is populated by the field name, but you can edit it when creating the custom
field. You can't change the field key after the custom field is created. The field key
can be used to reference the custom field in placeholders and the API.

Set any other options for your field, depending on the type.
Click Save. New user fields are active by default and are added to all
organizations.

If needed, you can reorder your custom user fields.