Field Groups allow you to easily organize related user fields into collections. You can assign specific role-based access controls to these groups, ensuring that only authorized users can view or edit them. Additionally, Field Groups offer flexibility in managing user data, as they can be automatically populated from external applications (such as an HRIS system) or manually updated within Freshservice.

How to create a field group? 

• Go to Global Settings > User Management > User Fields

• Click on the New field group option.

• Provide a name to the Field group. Provide detailed access controls by adding specific roles for View and Edit access. Click on Save to create the Field Group. 

• The Field group appears as a separate section in User fields.

• You can now add specific fields to the field group. 

• You can also drag and drop fields from other field groups. However, default fields cannot be moved to a field group. 

You can create up to 20 field groups. 

Custom user field visibility in Analytics

Analytics allows syncing of public fields only. If custom user fields are not visible in Analytics, verify the Visibility setting for those specific fields.

• Public fields: User fields with visibility set to All admins. Analytics syncs these fields because they are accessible to the entire administrative group.

• Private fields: User fields restricted to specific admins or roles. These fields do not sync to Analytics by design to maintain data privacy and access control.

Selecting a specific admin for field visibility prevents the field from syncing. To ensure your user fields are available for reporting, they must be set to All admins.