Viewing and using the custom fields pages

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Custom fields provide a way to store additional information about tickets, users, and organizations. The custom fields are visible to all team members, and can be used in business rules and reporting.

This article contains the following topics:

Accessing the custom fields pages

Reordering custom fields on the fields pages

Exporting a list of your custom fields

Accessing the custom fields pages

The custom field pages are located in Admin Center and provide a list of existing custom fields. You can also see information about each field, search, filter, see the status of the fields, add new fields, edit the order of fields, and export a CSV of your custom fields.

To access the User fields page

In Admin Center, click People in the sidebar, then select Configuration > User fields.

To access the Ticket fields page

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.

To access the Organization fields page

In Admin Center, click People in the sidebar, then select Configuration > Organization fields.

To access the Custom objects page

In Admin Center, click Objects and rules in the sidebar, then select Custom objects > Objects.
When creating or editing a custom object, use the Fields tab to manage the object's custom fields.

Reordering custom fields on the fields pages

The order of your custom ticket fields on the Fields page determines the order in which they're displayed in various places:

Custom user fields ordering determines the order that your active custom user fields are displayed in user profiles.

Custom organization fields ordering determines the order that your active custom org fields are displayed in organization profiles.

Custom ticket fields ordering affects how fields are ordered on the business rules pages in Admin Center and when tickets are bulk updated in the Agent Workspace. If your account has a single ticket form, reordering custom fields on this page also reorders the fields on your form. Reordering ticket fields doesn’t change the order in which they appear in a ticket if your account has access to multiple ticket forms.
For example, let’s say you have a custom field named "US region" and you reorder your ticket fields so that this field appears at the top of the Ticket fields page. When you create a trigger, and other business rule, this field will appear first in the list of custom fields in the Conditions drop-down. And, if you bulk update tickets, the position of this field is also affected.

As shown here when creating triggers and bulk updating tickets:

To change the order of custom user fields

Open the custom fields page for tickets, users, or organizations.

Click Actions and select Edit order.

Click and drag the rows into the order you want or use the arrows on each row to move them up or down in the list.

Click Save.

Exporting a list of your custom fields

If you want to use your custom field data in another app, you can export it to a comma-separated-values (CSV) file.

To export your custom fields

Open the custom fields page for tickets, users, or organizations

Click Actions and select Download CSV.
Your field data is exported and stored in the downloads folder of your computer.