Zendesk - User fields

Zendesk user contains various user fields that add information about the user. Some fields are required inputs by the creator (e.g. Name), while some fields are outputs generated by the system (e.g. User ID).

User input fields

To register a new user in your Zendesk instance, you are required to fill up certain information about the user. This includes identifying information like the name and email, and permission controls.

User default input fields

Zendesk's out-of-the-box user fields gather basic information. At default, only name is configured as mandatory.

Input field Description
Name The name of the user.
Role The role of the user. Permitted values are End-user, Agent, or Administrator.
Email Mandatory if the user's role is designated as Agent. The primary email of the user.
Organization ID The unique Zendesk ID of the user's organization.
External ID A unique identifier from another system.
Signature Only for Agent and Administrator users. The signature of the user.
Phone The primary phone number of the user.
Details Details about the user.
Notes Notes about the users.
Active Select Yes if the user exists and has access to Zendesk, otherwise select No.
Verified Select Yes of the user's primary identity is verified, otherwise select No.
Shared Select Yes if the user is shared from a different Zendesk support instance, otherwise select No.
Locale The locale of the user.
Language The language of the user.
Timezone The timezone of the user.
Ticket restrictions Specifies which tickets the user has access to. Some possible values are "organization", "assigned", null etc.
Moderator Select Yes if the user has forum moderation capabilities, otherwise select No.
Only private comments Select Yes if the user can only create private comments, otherwise select No.
Tags The tags applied to this user. You can add multiple tags with the , separator.
Alias Only for Agent users. The alias displayed to end-users.
Custom role ID Only for Agent users on Zendesk enterprise plan. The custom role ID for this user.
Restricted agent Only for Agent users. Select Yes if the user has any restrictions, otherwise select No.
Suspended Only for Agent users. Select Yes if the user is suspended, otherwise select No.
Shared agent Select Yes if the user is a shared agent from a different Zendesk support instance, otherwise select No.

User custom input field

Aside from the preconfigured user fields, Zendesk allows you to customize user fields to suit your business use-cases.

To view this list of user custom fields, go to settings > under Manage > User Fields.

User custom fields User custom fields

Below is an example of user custom fields.

User custom field Field type Mandatory
Gender Dropdown (list) Yes
Street address Text (string) No
Newsletter Subscription Checkbox (boolean) Yes

User output fields

Some user fields are manual inputs (e.g. Name), while others are generated by the system (e.g. User ID).

User default outputs fields

Depending on the field configuration, some fields might have null or default values.

Output field Description
Name The name of the user.
Role The role of the user. Permitted values are End-user, Agent, or Administrator.
Email The primary email of the user.
Organization ID The unique Zendesk ID of the user's organization. If the user has more than one organization membership, it will display the user's default organization.
External ID A unique identifier from another system.
Signature The signature of the user.
Phone The primary phone number of the user.
Details Details about the user.
Notes Notes about the users.
Active Set to True by default. It will display False if the user has been deleted.
Verified Is True if the user's primary identity is verified, otherwise it will display False.
Shared Is True if the user is shared from a different Zendesk support instance, otherwise it will display False.
Locale The locale of the user.
Language The language of the user. It is displayed as an int.
Timezone The timezone of the user.
Ticket restrictions Specifies which tickets the user has access to.
Moderator Is True if the user has forum moderation capabilities, otherwise it will display False.
Only private comments Is True if the user can only create private comments, otherwise it will display False.
Tags The tags applied to this user.
Tags list A predefined list of tags that can be applied to this user.
ID The unique Zendesk ID of the user. This is automatically assigned when the user is created.
URL The API URL for this user.
Date created The time the user was created.
Date updated The time the user was last updated.
Last login date The time the user was last logged in.
Alias The alias displayed to end-users.
Custom role ID The custom role ID for this user.
Restricted agent Is True if the user has any restrictions, otherwise it will display False.
Suspended Is True if the user is suspended, otherwise it will display False.
Shared agent Is True if the user is a shared agent from a different Zendesk support instance, otherwise it will display False.

User custom output fields

If you have configured a user custom field, you can retrieve the corresponding output. Below is an example of user custom output fields.

User custom field Field type Output
Gender Dropdown (list) Male
Street address Text (string) Waters Park Drive
Newsletter Subscription Checkbox (boolean) False

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