Optimize Customer Service Data with Zendesk Custom Fields

zendesk custom fields

In the realm of customer service operations, data plays an indispensable role. It is the backbone that supports decision-making, drives efficiency, and enhances customer experiences. The more precise and relevant the data, the more effective the customer service operations become.

One tool that has revolutionized data collection in customer service is the concept of custom fields in Zendesk. Unlike standard fields, custom fields offer a level of flexibility and customization that allows organizations to capture unique, specific data related to their customers or tickets.

This leads us to our statement: Custom fields empower organizations to capture specific data and significantly enhance customer service operations. In this blog, we will explore this concept in depth, shedding light on the transformative power of custom fields in Zendesk.

Definition and Purpose of Custom Fields

Custom fields in Zendesk are dynamic data fields that organizations can create and customize to capture unique information related to customers, issues, or tickets. Unlike standard fields, custom fields offer the flexibility to adapt to the diverse requirements of different businesses. Whether it’s gathering additional contact details, classifying issues based on specific criteria, or recording unique identifiers, custom fields empower organizations to go beyond the limitations of predefined data structures.

The primary purpose of custom fields is to enable organizations to gather precise and relevant data that goes beyond the default information provided by Zendesk. This capability proves invaluable in tailoring the customer service experience, as it allows for a more nuanced understanding of customer needs and challenges.

how zendesk custom fields improve customer service

How Custom Fields Contribute to Better Customer Service Operations

Understanding the dynamic role of custom fields in Zendesk goes beyond mere data collection; it fundamentally transforms customer service operations by improving categorization, prioritization, and personalization.


Custom fields function as the cornerstone for the effective categorization of customer inquiries, issues, or tickets. These fields allow organizations to effortlessly classify and group incidents based on specific criteria or tags, streamlining internal processes and enhancing issue resolution accuracy.


The ability to prioritize support tickets based on custom criteria is a pivotal aspect of efficient customer service. Custom fields empower organizations to establish priority levels, ensuring that critical issues receive immediate attention. This proactive approach is instrumental in meeting service level agreements and ultimately boosting customer satisfaction.


Recognizing the uniqueness of each customer interaction, custom fields facilitate a personalized approach to support. By capturing and leveraging specific customer service data, organizations can tailor their interactions to individual preferences and circumstances. This personal touch not only enhances customer satisfaction but also fosters long-term relationships.

Real-world Examples:

For instance, a technology company might create custom fields to capture the product version, enabling support teams to provide more accurate and tailored assistance. Similarly, an e-commerce platform could leverage custom fields to categorize customers based on their purchase history, allowing for personalized promotions and support.

In the next section, we’ll guide you through the practical steps of setting up custom fields in Zendesk.

Setting Up Custom Fields in Zendesk

Implementing custom fields in Zendesk is a step toward tailoring your customer service operations to meet specific organizational needs. Follow this comprehensive guide to effortlessly set up custom fields and unlock the full potential of Zendesk’s customization capabilities.

Step-by-Step Guide to Creating Custom Fields

1. Accessing the Zendesk Dashboard

Navigate to your Zendesk dashboard and log in to your account. Once logged in, locate the settings menu, usually found in the lower-left corner or the top navigation bar.

2. Navigating to the Settings Menu

Within the settings menu, find the “Manage” tab, which often includes options for customizing your Zendesk environment. Under “Manage,” look for the “Ticket Fields” or “Custom Fields” section.

3. Creating and Configuring Custom Fields

In the “Ticket Fields” or “Custom Fields” section, you will find options to create new custom fields. Click on the “Add Field” or similar button to initiate the creation process. Here’s a breakdown of the configuration steps:

  • Field Type: Choose the type of data you want to capture, such as text, dropdown, checkbox, or date.
  • Field Title: Provide a descriptive title for the custom field to ensure clarity for users.
  • Options (if applicable): Configure specific options for dropdowns or checkboxes.
  • Visibility and Permissions: Set visibility and permissions based on roles to control who can view or edit the custom field.
  • Required Field (if needed): Specify if the field must be filled out before a ticket can be submitted.

Best Practices for Setting Up Custom Fields

1. Aligning Fields with Organizational Goals

Ensure that the custom fields you create align with your organization’s specific objectives and the type of information you need to collect. This alignment is crucial for extracting meaningful insights from the data.

2. Ensuring Consistency and Standardization

Maintain consistency in naming conventions and formatting across all custom fields. This standardization streamlines data entry and retrieval processes and helps prevent errors.

3. Regularly Reviewing and Updating Custom Fields

As your organization evolves, so do its data needs. Regularly review and update your custom fields to ensure they continue to serve your changing requirements effectively.

Setting up custom fields in Zendesk empowers you to capture the exact data your organization needs, providing a foundation for improved customer service operations. Following these steps and best practices will help you maximize the benefits of custom fields and enhance your overall customer support experience.

using ticket parser with zendesk custom fields

Knots Solution: Ticket Parser

If you’re looking for a solution that can significantly amplify the capabilities of custom fields, the Ticket Parser by Knots is the right tool to use. This innovative application acts as a catalyst for enhancing data capture and management within Zendesk, offering a seamless and advanced approach to utilizing custom fields. In this section, we delve into the features and benefits of the Ticket Parser, shedding light on how it augments Zendesk’s custom field functionality.

Introduction to the Ticket Parser by Knots

The Ticket Parser by Knots app is a parsing middleware that can search for patterns in tickets and extract information based on them. It can handle any kind of pattern, such as numbers, letters, special characters, order or customer ID, vehicle license number, serial number, IBAN invoice number, offer number, etc. It can also find and autofill information from the title, description, comments, attachments, etc. The extracted information is stored in custom fields in Zendesk tickets.

The Ticket Parser by Knots operates seamlessly, eliminating the need for manual intervention or agent involvement. It autonomously identifies patterns within tickets and then stores the relevant information in designated ticket fields. This functionality alleviates the necessity of manual data copying or attachment downloads whenever updates are required for your tickets. Additionally, users can leverage advanced features including:

  • automatic merging of duplicated tickets,
  • setting tags, and
  • automatically routing tickets based on specific information identified within the tickets themselves.

Explanation of How Ticket Parser Enhances Zendesk Custom Field Capabilities

Zendesk custom fields are a great way to store additional information about your customers or tickets that are not captured by standard fields such as name or email address. However, custom fields have some limitations when it comes to data extraction and automation.

For example:

  • Custom fields are not searchable or sortable by default.
  • Custom fields cannot be used for filtering or grouping tickets.
  • Custom fields cannot be updated automatically based on other sources of data.
  • Custom fields cannot be integrated with other apps or systems.

The Ticket Parser by Knots app solves these limitations by allowing you to:

  • Search for patterns in tickets using regular expressions.
  • Autofill custom fields with extracted information from tickets.
  • Update users and organizations with extracted information from tickets.
  • Integrate with other apps or systems using API.

By using the Ticket Parser by Knots app with Zendesk custom fields, you can create more dynamic and intelligent workflows that can help you solve tickets faster, automate processes better, and connect Zendesk to your backend systems more easily.

Explore additional details on the Knots Ticket Parser and refer to its configuration guide for comprehensive instructions here.

transform customer service with zendesk custom fields and ticket parser

Conclusion: optimizing Zendesk custom fields to enhance customer service

Custom fields in Zendesk are a powerful tool that can transform your customer service operations. They allow for better categorization, prioritization, and personalization of customer interactions. By setting up custom fields, you can capture unique information, streamline your processes, and ultimately deliver a more personalized and efficient service. Whether you’re a technology company or an e-commerce platform, the benefits of using custom fields are clear.

The customer support process may be automated in a variety of ways thanks to Zendesk’s great built-in automation capabilities. However, with Knot’s Zendesk apps and middleware (for custom procedures that can be tailored to any application), you can revive the Zendesk workflow and streamline operations, including optimizing custom fields.

Knots is a CRM-specific toolkit that can help you automate Zendesk like a pro. Unlike anything else on the market, Knots’ middleware solution is delivered as a suite of Zendesk apps that may be used independently or in tandem. Contact us today to see how you can enhance your customer service to meet today’s standards. Our support staff is available to assist you with your specific use case.

So why wait? Start leveraging the power of custom fields today and take your customer service to the next level.

#CustomerServiceData #CustomFieldsInZendesk


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