How to create and manage custom user fields

Adding Custom User Fields

Custom user fields allow you to store additional customer details in their user profile, visible to all agents. End users cannot see or edit these fields.

• In Admin Center, click People in the sidebar, then select Configuration > User fields.
• Click Add field.
• Select a field type and enter a Display name. Multi-select fields are not available for custom user fields.
• Verify the field key is correct. This key is used to reference the custom field in placeholders and the API. Note that the field key cannot be changed after the custom user field is created. Avoid field keys that overlap with system fields like id, name, tags, details, and notes.
• (Optional) Add a Description for the custom field, visible to admins only.
• Set other properties for your field, which vary depending on the field 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 fields): Enter field options to include in the list. You can bulk import field values if there are a large number to add. 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 define filters that restrict possible values for the field.
• Click Save or Save and add another to create another custom field.
• New fields are active by default and added to all users.

Cloning Custom User Fields

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

• 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, click the options 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 user fields are active by default and are added to all organisations.

Managing and Editing Custom User Fields

Admins and agents in custom roles can manage custom user fields.

• In Admin Center, click People in the sidebar, then select Configuration > User fields.
• To edit a custom user field, hover over the row of the field, click the options menu icon ( ) and select Edit. Edit settings as needed and click Save. Note that the field type and key cannot be changed after the custom field is created.
• To change the order of custom user fields, click Actions and select Edit order. Click and drag the rows into the desired order or use the arrows on each row. Click Save.
• To deactivate a custom user field, find the field on the Active tab, click the options menu icon ( ) and select Deactivate. Confirm the deactivation. The field will move to the Inactive tab.
• To reactivate a custom user field, find the field on the Inactive tab, click the options menu icon ( ) and select Activate. The field will move to the Active tab.
• To delete a custom user field, edit the field, click the options menu icon ( ) at the top of the page, and select Delete. Confirm the deletion. Deleting a custom user field is permanent, and the field and data stored in it cannot be recovered. Data is preserved as tags if the custom field adds a tag to a user, such as with drop-down lists and checkboxes.