The Zendesk Custom Field Mappings feature allows you to define field-level mapping between Zendesk fields and PagerDuty Incident Custom Fields of the same data type. When you map fields, the options for single and multi-select fields and other standard values will sync bidirectionally. You can then link a PagerDuty incident to a Zendesk record, allowing custom field data to sync bidirectionally.

Custom Fields defined as part of the integration will count towards the account’s limits for custom fields. For more information, please see our Custom Fields on Incidents article.

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Required User Permissions

In PagerDuty: Only Global Admins and Account Owners on Enterprise Customer Service licenses can create, edit, and delete custom fields.

Create Custom Field Mappings

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Restrictions

You cannot map multiple Zendesk Record Fields to one PagerDuty custom field.

1. Navigate to Integrations Extensions click Edit on the Zendesk Extension page to the right of the Zendesk extension.
2. Select your preferred Zendesk Account select the Custom Field Mappings tab Open Custom Field Mappings.
3. Click New Mapping in the top right.
4. Select a Zendesk field (Required): Select your preferred Zendesk field from the dropdown. We will only fetch Zendesk fields that match the approved field types.
5. There are two options for creating a custom field mapping:
   1. Map an Existing Custom Field: Select the existing Custom Field that you’d like to map to the selected Zendesk field. Note: We will only show PagerDuty fields that are of a compatible field type to the Zendesk field.
   2. Create and Map a New Custom Field: Click New PagerDuty Custom Field to create a new PagerDuty field to map the Zendesk field. Enter the following information:
      1. Display Name: This will prefill with the Zendesk field name; change as needed.
      2. Field Name: This will prefill with the Zendesk field name; change as needed.
      3. Description (Optional): Enter an optional description.
      4. The field type will auto-select based on the selected Zendesk field.
      5. Set a default value (Optional): Set a default value for the new custom field.
6. You may use the Field Enabled toggle to enable the field upon saving, or leave it disabled. Enabled fields start syncing data with Zendesk and mirror information.
7. Review the mapping and then click Create Mapping.

Edit Custom Field Mappings

At this time, you cannot edit Custom Field Mappings. Once created, you will need to delete and then recreate them.

Delete Custom Field Mappings

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Deletion Order

You must delete the Custom Field mapping before deleting the Custom Field on the Custom Fields Page.

1. Navigate to Integrations Extensions click Edit on the Zendesk Extension page to the right of the Zendesk extension.
2. Select your preferred Zendesk Account select the Custom Field Mappings tab Open Custom Field Mappings.
3. Select the menu to the right of the record you want to delete and select Delete Mapping.
4. A confirmation modal will appear. Click Delete again to confirm.

Precedence

The latest value updated in either platform will always take precedence. You can change these fields even after an incident is resolved.

View Custom Field Mappings

To view your Zendesk custom field mapping in PagerDuty:

1. Navigate to Integrations Extensions click Edit on the Zendesk Extension page to the right of the Zendesk extension.
2. Select your preferred Zendesk Account select the Custom Field Mappings tab Open Custom Field Mappings.

Zendesk Fields Eligible for Mapping

Fields of the following data types are eligible for mapping:

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Note

You cannot map Read only and Look up Zendesk fields with PagerDuty custom fields.

Post-mapping Behavior

Post-mapping Behavior on the Custom Field Mappings Page

The following behaviors are possible on the Custom Field Mappings page:

• You can delete the mapping. When this happens, future synchronization will stop. Any value on historical integration records from this mapping will be preserved (i.e., no back-deleting values).
• You can’t delete the PagerDuty Custom Field created by the integration on the Custom Field Mappings page. You must delete PagerDuty Custom Fields on the Custom Fields Page.
• You can’t edit the PagerDuty Custom Field Name or Description from the Custom Field Mappings page; it is effectively a read-only mapping.

Post-mapping Behavior on the Custom Fields Page

The Custom Fields page in PagerDuty is located at Incidents Incident Types Fields tab. The following behaviors are possible on this page:

• You can edit the Custom Field Display Name and/or the Description.
• You can view the Custom Field in the PagerDuty UI.
• You can’t edit the Custom Field options (if it is a Single/Multi-select data type), but you can view the options.
• You can’t delete the Custom Field if it’s mapped to an integration. You must delete the Custom Field mapping before deleting the Custom Field.

Other Post-mapping Behavior

The integration will immediately update PagerDuty Custom Fields options when you make changes to the mapped Zendesk Record Field:

• If you add an option to a mapped Zendesk Record Field, the integration will add the option to the dropdown on the PagerDuty incident detail page.
• If you delete an option from a mapped Zendesk Record Field, the integration will delete the option from the dropdown on the PagerDuty incident detail page.
• If you rename an option in the Zendesk Record Field, the integration will reflect the new name in the dropdown on the PagerDuty incident detail page.

Sync Custom Field Data Bidirectionally

In order for custom field data to sync bidirectionally, you must link the PagerDuty incident to a Zendesk record. Please see our Zendesk User Guide for more information.