How to create and manage custom organization fields

Adding Custom Organisation Fields

Custom organisation fields allow you to store additional details about organisations, and are visible to all agents. End users cannot see or edit these fields. Custom organisation fields can be used in triggers, automations, placeholders, search, SLAs, and reporting.

• In Admin Center, click People in the sidebar, then select Configuration > Organization fields.
• Click Add field.
• Select a field type, then enter a Display name.
• Verify the field key is the value you want it to be. The field key can be used to reference the custom field in placeholders and the API. You can't change the field key after the custom field is created. Avoid field keys that overlap with system fields, such as id, name, tags, details, and notes.
• (Optional) Enter a Description for the custom field, which is visible to admins only.
• Set any other options for your field, depending on the type.
  • 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 Field options to include in the list. You can bulk import field values if you have a large number to add. Click Sort ascending or use the drag-and-drop icon to reorder the field values. To create a nested drop-down list, separate categories and values with a double colon (::).
  • 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.
• 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 organisations.

Cloning Custom Organisation Fields

You can clone existing organisation fields and modify them as needed.

• In Admin Center, click People in the sidebar, then select Configuration > Organization fields.
• Hover over the row of the organisation field you want to clone, then click the option menu icon and select Clone.
• Edit the Display name and Field key so that they are unique.
• Set any other options for your field, depending on the type.
• Click Save. New org fields are active by default and are added to all organizations.

Managing and Editing Custom Organisation Fields

Admins and agents in custom roles with permissions can manage custom organisation fields.

• In Admin Center, click People in the sidebar, then select Configuration > Organization fields.
• To edit a custom organisation field, hover over the row of the field you want to edit, then click the option menu and select Edit. Edit settings as needed and click Save. Note that the field key cannot be changed after the custom field is created.
• To reorder your organisation fields, 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. The order of custom organization fields determines the order they're displayed in the organization profiles.
• To deactivate a custom organisation field, find the custom organisation field on the Active tab, click the option menu and select Deactivate. Click Deactivate to confirm. The custom organisation field moves to the Inactive tab.
• To reactivate a custom organisation field, find the custom organisation field on the Inactive tab, click the option menu and select Activate. The custom organisation field moves to the Active tab.
• To export your organisation fields, click Actions and select Download CSV. Your organisation field data is exported and stored in the downloads folder of your web browser.
• To delete a custom organisation field, hover over the row of the field you want to edit, then click the option menu icon at the top of the page, then select Delete. Click Delete to confirm that you want to delete the custom organization field. Deleting a custom organization field is permanent. The field and data stored in that field cannot be recovered. The data is preserved only if the custom field also adds a tag to the organisation. The two custom fields that add tags are the drop-down list and the checkbox. If you delete one of these custom fields, then the data in organisations persist as tags.