|Announced on||Rollout starts||Rollout ends|
April 27, 2022
July 11, 2022
August 1, 2022
Zendesk is adding a new custom field type that allows you to define custom relationships between tickets, users, and organizations in Zendesk Support.
A new custom field type called Lookup relationship is being added for tickets, users, and organizations. This new custom field type enables admins to build custom relationships between these Support objects that are unique to their business.
Additionally, lookup relationship fields can be used in triggers and views. Admins also have the ability to filter which values can be included in lookup relationship fields.
To learn more, see Using lookup relationship fields.
Why is Zendesk making this change?
Each Zendesk customer has unique business needs. Not all of these needs can be met with the native relationships built into Support. Adding new types of custom fields, such as lookup relationship fields, increases the flexibility of Support to meet the unique needs for storing and associating different types of data about tickets, users, and organizations.
What do I need to do?
Custom lookup relationship fields are being rolled out to all accounts automatically. Before using lookup relationship fields, work with your development team to determine whether you are using any custom code or applications to retrieve ticket, user, or organization fields. If not, you can begin using lookup relationship fields immediately.
If you are using custom code to retrieve user, ticket, or organization fields, work with your development team before you begin using lookup relationship fields to ensure that your integrations continue to function as expected. Do the following:
- Identify the way your custom code handles unknown field types. This could be to crash, exclude and ignore, or fallback to a more generic type like the text field type.
- Update your custom code to avoid unexpected behavior. We recommend falling back to a text field type when an unknown field type is encountered. This is usually the least disruptive approach, and it will future-proof your code for any new field types that may be mandatory.
After you start using lookup relationship fields, we recommend updating any custom code you may be using to recognize the lookup relationship field type.