Custom fields for users and organisations

Users and organisations take custom fields too, and that is often the simplest place for information about a customer.

Users and organisations take custom fields too, and that is often the simplest place for information about a customer.

Create one

1. Open Admin Center, then People.
2. Choose user fields or organisation fields.
3. Add a field, pick its type and set the permission.
4. Save.

It appears on every user or organisation, and agents can fill it in from their profile.

Where to put a piece of information

• On the organisation when it is true of the whole company: contract tier, account manager, region.
• On the user when it is true of the person: their role at the customer, a preference.
• On the ticket when it is true of this conversation only.

Getting this right removes a great deal of repetition. Contract tier on the organisation is entered once; on the ticket it has to be right every time.

Rules can read them

Triggers, views and SLAs can all condition on user and organisation fields. That is how a premium customer gets different treatment without anyone remembering, and it is usually simpler than a custom object for something this shape.

Visible to customers or not

Fields have a permission like ticket fields do. An internal note about an account should not be readable by the customer in their profile, and that is a setting rather than a convention.

Fields or tags

A field for something with a value, a tag for something that is simply true. Contract tier is a field. Being a beta participant is a tag.

See also

• Tags on users and organisations
• Custom fields on users and organisations
• When to use a custom object and when a ticket field