About custom fields and custom field types


You can add custom fields for tickets, users, organizations, and custom objects.



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You can add custom fields for tickets, users, organizations, and custom
objects.


This article contains the following sections:


About custom fields


About custom field types





About custom fields


Custom fields provide the flexibility necessary to capture a variety
of customer, ticket,
organization, and custom object details. Not only can the additional
information captured by
custom fields be useful for agents to see, but you can also use custom
fields in the
following ways:


You can use drop-down list, multi-select, and checkbox custom
fields that generate tags in automations, macros, triggers,
reports, and views (see
Understanding custom ticket fields, tags, and business
rules).


As placeholders in macros, ticket comments, and notification
messages (see
Placeholders for custom fields).


In reporting (Professional and Enterprise plans) (see
Reporting with custom fields).


In search (see
Searching custom user and organization
fields).


Drop-down list, multi-select, and checkbox custom fields
that generate tags can be
used in automations, macros, triggers, reports, and views
(see
Understanding custom ticket fields, tags, and business rules).


Lookup relationship fields can be used in triggers and views
(see
Using lookup relationship fields in triggers and
views).


Currency fields can be used in
object
and
ticket
triggers.




Custom user and organization fields are visible only to team members.
End users can't see
them. However, admins can make ticket fields visible to end users
in addition to team
members.


You can create different
types of custom
fields.
To get started with custom fields, see:


Adding custom fields to your tickets


Adding custom fields to users


Adding custom fields to organizations


Defining a custom object's schema with custom
fields






About custom field types


The following table details the types of custom fields you can add.

Note: Some field types,
such as drop-down, multi-select, and checkbox, generate tags.
Don't re-use tags across
custom fields. In the event that a tag is duplicated on a record,
such as a ticket, the
fields associated with the tag become uneditable until the duplication
is
removed.






Table 1. Custom field types







Types
Description





Field types



Checkbox

This is used to capture a Yes/No value. Enter
a tag to be added to the ticket
when the checkbox is selected. Use the tag to
filter your views, triggers, and
automations.






Credit card

This field allows users to enter a credit card
number. Only the last four
digits are visible to agents and stored by Zendesk.


Note:
Credit card fields are not supported
in user and organization
fields.





Currency

This field type is supported for custom objects
only.

This field allows
users to accurately store financial data
in Zendesk. Admins choose the currency
for the field. For a list of supported currencies,
see
Supported currency codes.


After
records are created using a currency field,
only the name of the field is
editable.




Date

Custom date fields allow your users to select
a date from a date picker.
Users can choose the current date or any date
in the past or future.




Note: The
formatting of the field value and calendar
differs based on the
language selected in a user's profile.
However, the date is always saved in the
YYYY-MM-DD
format.


If you use webhooks or other
methods to change a custom date field in
tickets, do not include hours or a
timezone. It will cause an error.




Decimal

This is for numbers that contain decimals.






Drop-down

This field enables you to create a list of options
for users to select. Each
option is a combination of a title and a tag.
The title is displayed to users and
the tag is used as a ticket property that you
can use in business rules. You can
create up to 2,000 values in a custom drop-down
list, with a maximum length of 255
characters per field.

You can select which field
appears as the default option in the drop-down
list or choose to not display a
field value as a default.


Configuring a default option applies only
to
new tickets created by agents in Agent Workspace
or created by users wherever
the ticket form is displayed. If you change
an existing ticket form to one that
contains a drop-down list with a default
option, the default option is not
displayed.


You can organize drop-down list
options into categories. See
Organizing drop-down list
options.







Lookup relationship

Custom lookup relationship fields allow admins
to define custom relationships
that can exist between tickets, users, organizations,
and custom objects. Team
members can then establish those relationships
while working on tickets, editing
user profiles, editing organizations, or managing
custom objects. Additionally,
for custom objects, admins can define relationships
with brands and articles. See
Using lookup relationship fields.



The
lookup relationship field is not supported in
search or Explore.



Multi-line

This is a multiple line text input.




The
character limit for this field is 65,536.




Multi-select

This field allows users to choose multiple options
from a predetermined list.
You can create up to 2,000 values in a custom
multi-select list.

You can
organize options into categories (see
Organizing drop-down list
options).





Numeric

This is for simple numeric input (no decimals).
Values entered in custom
number fields for organizations, users, and custom
objects can't exceed 12 digits.
There are no restrictions on the length of values
in custom number fields for
tickets.






Regex

You can enter a regular expression to create
an input mask to validate proper
entry of numbers in fixed patterns (telephone
numbers, zip codes, social security
numbers, etc).




Here's
a regular expression for a U.S. social security
number. This expression requires
three sets of numbers (0-9 only) in a pattern
of 3-2-4 and each separated by a
dash:

\b[0-9]{3}-[0-9]{2}-[0-9]{4}\b

Other common regular
expressions include:


URL validation:

^(http|https):\/\/[a-z0-9]+([-.]{1}[a-z0-9]+)*\.[a-z]{2,5}(([0-9]{1,5})?\/.*)?$



Five-digit zip codes:
\b[0-9]{5}(?:-[0-9]{4})?\b


yyyy-mm-dd date:

\b([0-9]{4})-(1[0-2]|0?[1-9])-(3[0-1]|[1-2][0-9]|0?[1-9])\b




Regular expressions can't exceed 255 characters.

For more
information about regular expressions, see
Regular Expressions Language - Quick Reference
on the
Microsoft website. Zendesk uses Ruby to process
regular expressions, which might
vary slightly from other language implementations.
For differences, see
Using Regular Expressions with Ruby
on the
regular-expressions.info website.




Roll-up summary (EAP)

Roll-up summary fields are read-only fields that
can be added to parent
objects in a
parent-child relationship.
They provide an
aggregate calculation of the associated child
records. For example, a parent
Service record record could
have a roll-up summary field named
Total
cost,
which reflects the sum of all associated child
Line item
records.

Values are re-calculated any time a child
record is created, deleted,
or the child record's summarized field is
updated.


See
Adding roll-up summary fields to parent
objects.




Text

This is a simple single line text input.




The
character limit for this field is 65,536.





Relationship field types



Lookup

Lookup relationship fields allow admins to define
custom relationships that
can exist between tickets, users, organizations,
and custom objects. Team members
can then establish those relationships while
working on tickets, editing user
profiles, editing organizations, or managing
custom objects. Additionally, for
custom objects, admins can define relationships
with brands and articles. See
Using lookup relationship fields.



The
lookup relationship field is not supported in
search or Explore.



Parent-child (EAP)

Parent-child relationship fields allow admins
to define a hierarchical
relationship between custom objects. Child objects
share data and permissions with
the parent object. For example, orders could
have a parent relationship to a child
object for line items.

Note: Parent-child
relationship fields are supported for
custom objects only.


See
Defining parent-child relationships for custom
objects.










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