Announcing lookup relationship fields for Support

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  • Nick Liang
    Zendesk Product Manager

    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!

  • Nick Liang
    Zendesk Product Manager

    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.

  • Emil Susort

    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.

  • Jamie Noell

    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.

  • Mason McCoy

    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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