| 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.
What's changing?
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.
65 Comments
Hi Shayan Moussawi, this functionality currently exists through our API, but we'll also be releasing functionality to view related objects soon. Will keep you updated!
Riccardo Centomo and Amie Brennan, placeholders are in the works and will be available to users soon. Keep an eye out and I'll update as well.
+ Thank you for feedback on grouping/ordering by Lookup Fields, we'll be looking into this for future enhancement.
Hi, this is a very good feature.
We would also like the option to:
- Report on the field in explore
- use ticket.ticket_field_<field ID number> in macro
- Select multiple organizations, end-users in one field
Our business case for this is:
When requesting access to our customers we use the lookup field. Based on the selection in the field we would like to pull info from the field and paste it in the subject using a macro
subject = "Access Request {{ticket.ticket_field_option_title_ID}} - {{ticket.ticket_field_ID}} {{ticket.ticket_field_ID}}" showing something like: Access request "onboarding" - "Customer A and B" - "affected user name". As there can be requested access to multiple customers it would be nice to be able to select multiple organizations within one field.
With the explore report we can create a ext customer view for revisions showing "customer A" has theese access request based on the lookup field.
We really need to be able to use a Look-up field in a macro, so we hope that the placeholder is coming soon. In our example, we are using organization as a look-up field as we work on requests on behalf of a client that are not with a person for that client. We would like to be able to use the organization look-up field in a macro that creates a child ticket for another team.
I was testing the Lookup Relationship field as a custom Organization field in our Sandbox and see that there's a max of 5 allowed.
Are there any plans to increase the maximum number of lookup fields allowed? In our use case we'd be using 8 to indicate various team assignments to the customer org.
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