Visibility of Custom Fields to End Users in Zendesk
Can end users see custom fields in Zendesk?
Custom user and organization fields in Zendesk are visible only to team members, not end users. However, admins have the option to make ticket fields visible to end users as well.
This means that while end users can't see custom fields by default, you can configure ticket fields to be visible to them if needed.
More related questions
What are custom fields in Zendesk and how can they be used?
Custom fields in Zendesk allow you to store additional information about tickets, organizations, and users. They are visible to all team members and can be used in business rules and reporting. You can create various types of custom fields such as…
How can I access the custom field pages in Zendesk?
Accessing custom field pages in Zendesk is straightforward and can be done through the Admin Center. These pages provide a list of existing custom fields and allow you to manage them. To access the User fields page, click on 'People' in the…
What are the different statuses of custom fields in Zendesk?
Custom fields in Zendesk can have two statuses: active and inactive. This helps you easily identify which fields are currently in use and which are not. When a custom field is inactive, the data stored in it is preserved, and you can reactivate the…
How do I add custom fields to tickets, users, or organizations in Zendesk?
To add custom fields to tickets, users, or organizations in Zendesk, you need to access the respective pages in the Admin Center and set the values manually. For tickets, navigate to 'Objects and rules' > 'Tickets' > 'Fields'. For users, go to…
What happens to data when a custom field is deleted in Zendesk?
When you delete a custom field in Zendesk, the data stored in that field is typically deleted as well. However, if you make a field inactive instead, the data is preserved. This means that if you might need the data in the future, it's safer to…
Can custom fields be marked as read-only in Zendesk?
Currently, Zendesk does not support marking custom fields as read-only directly. This means that agents can edit these fields unless restricted by other means. If you have an integration, such as with SFDC, and want to prevent agents from editing…
How quickly do updates to custom field values appear in Zendesk?
Updates to custom field values in Zendesk should appear immediately after saving. However, you might need to refresh your web browser or page to see the changes. If new field values are not showing up in the Agent view, a simple page refresh should…
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