What are custom fields used for in Zendesk?

Custom fields in Zendesk are utilized to capture specific information that is relevant to customer support needs. This functionality allows organizations to tailor their support processes by collecting data that is unique to their operations or customer interactions. By implementing custom fields, support teams can gather additional information that helps them understand customer issues better, prioritize tickets effectively, and enhance the overall support experience.

For instance, businesses can create fields for collecting product names, issue types, or customer satisfaction ratings, ensuring that they have all necessary details at their fingertips to provide personalized and efficient service. This adaptability in data collection is essential for improving workflow and ensuring that relevant information is available to agents handling customer inquiries.

In contrast, tracking employee performance metrics, managing billing information, and integrating third-party applications, while important in their own rights, do not align with the primary function of custom fields in the context of Zendesk support processes.