Today we're excited to announce the Limited Availability of Custom Resources!
The standard Zendesk data model - including Tickets, Users, and Organizations - helps capture the fundamentals of customer relationships. But relationships are complicated, after all, and our customers needed the ability to model the complexities of their business within Zendesk Support.
With Custom Resources, it’s now possible to store your own Resources - like Products, Assets, or Contracts - directly in Zendesk Support. You can also extend the standard Zendesk data model to include these new resources by creating relationships between Custom Resources and Standard Resources - making it easy to give your agents a 360° view of their customers and business in a single platform.
And we’re just getting started. Custom Resources makes the Zendesk data model truly customizable to address any customer support use case. Best of all, the Custom Resources API gives developers the power to build robust, custom applications that span beyond customer support on top of the Zendesk Developer Platform.
How does it work?
After defining a new type of Custom Resource, you can use the Custom Resources API to create, read, update, and delete records of that resource type. The records are stored in the Zendesk data store. This API also lets you define new relationships with other resources, including Standard Resources like Users and Tickets.
Using the Zendesk Apps Framework, you can display data residing in any Custom Resource and empower agents with a more complete picture of their customer right from within Zendesk Support. Additionally, using the Zendesk REST APIs, you can build entirely custom external apps which leverage the power of Custom Resources connected to the standard Zendesk data model (Tickets, Users, and Organizations).
What's Limited Availability?
Custom Resources is an extremely powerful feature that will give customers the flexibility they need to deliver a world-class customer support experience. Instead of flipping the switch for everyone, we’re releasing Customer Resources to a number of Support customers with Enterprise or Elite Support plans in Limited Availability for improved stability, robustness, and performance.
And this is just the beginning. Over the next several months, we’ll be releasing new updates and features for Custom Resources to address even more custom Zendesk support needs. Stay tuned!
If you are interested in getting access to the Limited Availability of Custom Resources, you can sign up here: http://goto.zendesk.com/custom-resources-la
For a hands-on tutorial on creating a custom resource, see Getting started with Custom Resources API in Help Center. For specifics on how the Custom Resources API works, take look a the developer documentation.