You can add custom fields for tickets, users, and organizations.
| Types | Description |
|---|---|
| Drop-down list | This field allows you to create a list of options for users to select. Each option in the custom field 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 can be included in triggers and other business rules. You can select which field appears as the default option in the drop-down menu using the default checkboxes, or choose to not display a field value as a default by leaving all default checkboxes blank.
Note: When you configure a default option in a drop-down list, this only applies to new tickets. 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 and shown as blank.
You can also organize drop-down list options into categories.
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| Multi-select | Allows users to choose multiple options from a predetermined list. You can also organize options into categories. |
| Text | This is a simple single line text input.
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| Multi-line text | This is a multiple line text input.
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| Numeric | This is for simple numeric input (no decimals).
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| Decimal | This is for numbers that contain decimals.
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| 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.
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| 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.
Community tip! Colin shows how to use custom date fields to set reminders for on-hold tickets.
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| Credit card number | This field allows users to enter a credit card number in a secure, PCI compliant manner. Only the last four digits are visible to agents and stored by Zendesk.
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| Regular expression | You can enter a Ruby 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: \b[0-9]{3}-[0-9]{2}-[0-9]{4}\b This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash.
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