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A lookup relationship field is a custom field that you can use to establish relationships between tickets, users, organizations, and custom objects.
You can use the Zendesk API to retrieve lookup relationship data. For example, you can request a list of all tickets related to a specific support manager. To learn more, see Retrieving lookup relationship data with the API in the developer docs.
Understanding lookup relationship fields
A lookup relationship field is a type of custom field that you can add to users, organizations, tickets, and custom objects in Zendesk. After adding a lookup relationship field, team members can use it to establish relationships with other users, organizations, tickets, or custom objects.
You can add a lookup relationship field to ticket forms, user profiles, organization pages, and custom object schemas. When you do, agents can use this field to look up and select from a list of users, organizations, tickets, or custom object records in your Zendesk account.
You can use lookup fields in creative ways that serve your specific business needs. For example, you could create a lookup field called Manager, tie that lookup field to your account's users, and add the field to your ticket form. Your agents could then use this field on a ticket to select a manager from a list of your organization's users.
Topics covered in this section:
Understanding the custom field
A lookup relationship field is a custom field that lets you look up and select from a list of users, organizations, tickets, or custom object records in your Zendesk account. The following example shows a lookup relationship field on a ticket. When a team member clicks the field, an auto-populated list of options is provided as you type in the field. You don't have to define the options yourself, as you do for other dropdown custom fields, although you can filter the available options when defining the field.
After selecting a record in a ticket lookup relationship that points to a custom object, you can preview the record details within the ticket.
After selecting a record in a user, organization, or custom object lookup relationship field, you can view the record details by clicking the field name:
You can add lookup relationship fields to the following pages in the Zendesk interface:
- Tickets or the support request form in your help center
- The user profile page
- The organization page
- Custom objects
These pages represent the possible source object of a relationship. For example, a user displayed in the user profile page can be the source object of a relationship with another user, organization, ticket or custom object. The lookup relationship field lets you select the other object — also known as the related object — in the relationship.
You can make a lookup relationship field conditional so that it only appears to agents under certain circumstances. See Creating conditional ticket fields and Configuring agent access to custom object records.
Understanding the relationships
A lookup relationship can be expressed as follows:
source object → related object
The source object is the Zendesk object that contains the lookup relationship field (among other fields). It can be a user, organization, ticket, or custom object. The related object is the object specified by the lookup relationship field. It can also be a user, organization, ticket, or custom object. Lookup relationships with legacy custom objects are not supported.
A lookup relationship can be any combination of a user, organization, ticket, or custom object with another user, organization, ticket, or custom object.
If you create a relationship between a source ticket and a related user, the ticket record will have a lookup relationship field identifying the user. However, the corresponding user record will not have a field identifying the ticket. Instead of a field, the user record will have a Related tab listing the ticket along with all the other source objects it’s related to.
Each source object can be related to only one related object. However, many source objects can be related to one related object. For example, after adding an organization lookup relationship field to users, you could then establish many relationships between users and one organization. Example:
- User 1 - Org A
- User 2 - Org A
- User 3 - Org A
- ...
You can view the relationships in ticket forms, user profiles, organization pages, and custom object record details.
You can also use the Zendesk API to list the users, organizations, tickets, or custom object records related to a specific related object. For example, you can request a list of all tickets related to a specific support manager. To learn more, see Retrieving lookup relationship data with the API in the developer docs.
Searching records by lookup relationship field values is not supported.
Examples
There are many ways you can use lookup relationship fields to build out complex relationship ecosystems within Zendesk Support. The following are some examples to help you start thinking about ways you can use these custom fields:
-
You're an admin for a trucking company and you want to associate shippers, drivers, and recipients with tickets. You add three filtered lookup relationship fields to tickets: a user field named Drivers, an organization field named Shippers, and another organization field named Recipients.
-
Your company is in the business-to-business (B2B) space and interacts with many other companies. You want to track the relationships these companies have with each other. You decide to use organization lookup relationship fields to create and track these relationships. For example, you might have a field named Partner, a second named Subsidiary, and a third named Competitor.
-
In another business-to-business scenario, each of your account managers works with a key stakeholder at each of your customer companies. You create a user lookup relationship field named Account Manager to establish relationships between the stakeholders and your account managers.
-
You want to designate emergency contacts for members on your team in case a member is not available. You decide to use a user lookup field named Emergency Contact to create these user-to-user relationships. In a more complex use case, you could add additional user fields, for example Backup 1 and Backup 2, to establish a priority of backups for each person.
- You run an IT desk and want users to select the asset about which they are
submitting a ticket within the ticket form. To accomplish this, you define a
ticket lookup relationship field named Related asset that points to a
custom object named Asset. The lookup field is configured to filter
results so that only records pertaining to the user are available for
selection, and it's marked as required on the IT ticket form.Note: Lookup fields in ticket forms are only visible to end users who are signed in.
Adding lookup relationship fields
Tickets, users, and organizations can each have up to ten active lookup relationship fields. Custom objects have plan-based limits on lookup relationships per custom object. The fields are displayed on pages in the Zendesk interface.
You can also create lookup relationship fields with the Zendesk API. See Lookup Relationships in the API reference docs.
If you delete a lookup relationship field, the data in the field isn't preserved. To preserve the data, deactivate the field rather than deleting it.
To create a lookup relationship field
- Start by adding a custom field to your users, organizations, tickets, or
custom object and select Lookup relationship as the custom field
type. For more information, see:
- Adding custom fields to your tickets and ticket forms
- Adding custom fields to users
- Adding custom fields to organizations
- Defining a custom object's schema with custom fields
Example:
- Set the Display name, Field key, and Description as described in the articles linked from step 1.
- Select a related object to list in the lookup relationship field.
This can be a Ticket, User, Organization, or the name of a custom object. For example, if you select User as the related object, the lookup relationship field will display a list of Zendesk users.
- Click Add filter to define one or more filters to reduce the number
of options that the field can display.
You can filter objects by any number of tags or custom fields. For more information, see Filtering the field's options.
- Click Save.
Filtering the field's options
Your account could have thousands or even millions of ticket, user, organization, and custom object records. In most cases, you'll want a defined subset of records for the options in your lookup relationship fields. For example, you might want to list only users who are account managers.
All lookup relationship fields that target standard objects can filter the
records of the related object by tag. For example, to list only users who are
account managers, you could add an "account_manager" tag to the user profiles of
your account managers and then define the following filter condition for the
lookup relationship field: Tags | Contain at least one of the following
| account_manager
. This isn't possible for lookup fields that
target custom objects.
- Lookup fields that target tickets have the following additional default filters are available: Status, Type, Priority, Assignee, Requester, Form, Organization, and Channel.
- Lookup fields that target users have an additional Role filter available.
- Ticket lookup relationship fields that target other objects can dynamically restrict the object records available for selection within the lookup field by using additional filters based on the ticket's current user, assignee, requester, and organization.
Lookup relationship fields also support filtering by other custom fields added to
the related object. For example, if you add a Security Clearance custom
checkbox field to the user profile, the Security Clearance field will
appear as a filter option when you add the lookup relationship field. You could
then define the following filter condition for the field: Security
Clearance | Is | Checked
.
You can modify the filters at any time. This won't affect the values previously selected within lookup relationship fields.
To learn more, see About custom fields and Building trigger condition statements.
Viewing lookup relationships
Establishing relationships between records is important for building out your complex data model. However, it's also important to see and interact with those relationships within Zendesk. Each user profile, organization, and custom object record displays a list of related records. For tickets, any related records are visible as values within the ticket fields.
Clicking on lookup relationship fields opens the related record's details in a new tab in Support.
Viewing records related to users and organizations
Each Zendesk Support profile for a team member, end user, or organization includes a Related tab that lists all related source objects. The information is grouped by the type of source object (Tickets, Organizations, Users, or Custom objects) and the specific lookup field.
In the following example of a team member profile, tickets have a lookup relationship field called Driver. If Annie Porter is selected in the Driver field, that ticket appears under the Related tab on her team member profile. It’s grouped by the type of source object, Tickets, and the name of the lookup field, Driver.
The Related tab doesn’t appear on user profiles in your help center.
Viewing records related to tickets
Within a ticket, lookup relationship fields are displayed like any other fields in the ticket field panel.
For lookup fields pointing to organizations, users, or other tickets, clicking on the field opens the record in a new tab in Support. If the lookup field points to a custom object, you can view the record's details within the context panel without navigating away from the ticket you're working on. See Interacting with related object records in tickets.
Viewing records related to custom objects
Similar to users and organizations, when you view a custom object record's details, you'll see all values for all of the object's fields on the left and then a list of related records grouped by the source object's type on the right.
Icon | Source object |
---|---|
![]() |
Custom object |
![]() |
Organization |
![]() |
User |
![]() |
Ticket |
The following example shows the details for record 256 of the
Project custom object. In addition to the specific details about
project 256, you can also see that this project is related to 3 tickets via a
lookup relationship field on the ticket () named Project Code that points to the
Project object.
Using lookup relationship fields in triggers and views
You can use lookup relationship fields to help define triggers and views.
When adding a condition to a trigger or view, any lookup relationship fields also appear in the list of options. In the following example, the first condition of a trigger is a user lookup relationship field named Support Manager. The trigger will only fire for tickets associated with the support manager named Jennifer Hanson.
You can also use lookup relationship fields in the actions of your triggers. In the following example, the action sets the value of the organization lookup relationship field named Company Organization to Northwest Region when the trigger fires.
In addition to using the record name specified in lookup fields in trigger conditions and actions, you can also reference the related record's fields within your conditions and actions. For example, if you have a ticket lookup relationship field named Software requested that points to a custom object named Software, you could use the Software requested lookup field to create conditions and actions around the record selected within the lookup field—as in a record is or isn't present, or the record's name is or isn't set to a specific value—or you can reference other fields within the record, such as a Approval required checkbox being selected or not within the record related to the ticket. For more information about using lookup relationship fields that target custom objects in triggers, see Using custom objects in triggers.
You can also use placeholders to retrieve information about the target record in a lookup relationship field. This is true for lookup fields pointing to other tickets, users (requester), and organizations. The ID can then be used in API requests, such as to assign the ticket to the user specified in a lookup field or notify the manager of the user specified in a lookup field that their approval is required.
87 comments
Stephen Barbarino
Understood on the use case Ashwin, that does make sense. However this does limit the use of Zendesk as an internal ticketing platform. It seems that Zendesk is more focused on the B2C customer experience use case which is fine...I just think that those of us trying to use it as an ITSM tool will find it lacking in features and eventually need to make a move to a platform more suitable.
0
Adam
Hi Ashwin Raju
Absolutely loving this feature so far however I believe the "level-up" function for this is 2 part:
1) Allow Relationship Fields to be linked to custom objects.
2) Allow Realtionship Fields to be displayed on Guide.
Our use case is simple - we manage software licenses for our partners. We would love to build custom objects for these software licenses and link them to their organisation. When it is time for them to submit a request regarding this license, their list should be available to them in guide to select from so that we know which license the ticket is referring to. Would be amazing!
1
Julien Poirot
We are trying to update a Relationship field on our users profiles via the API but it doesn't seem to work. Is it a known limitation ?
0
Omair
I am wondering when will you guys allow using the Lookup Relationship field to be visible on Explore. Further, I tried adding the Lookup Relationships field on the Help Center's submit a request form and that is also not possible. Do you guys have something on your roadmap for this?
0
Dan R.
Hi Ashwin Raju
Have there been any advancements towards having these fields reportable in Explore? I just had a use case where these fields would have been perfect, but one of the requirements was that we needed to be able to report on the values selected, so we had to scrub the idea.
If data can be entered into the system, it really needs to be visible in Explore.
0
Ashwin Raju
Hi Dan R. - The good news is that we very close to completing the build for this feature. We should be releasing this feature sooner than you think.Let me ask my counterpart on the Explore side to share better sense of the timelines (CC: Renata Nikulina)
1
Dan R.
That's great to hear, thanks for replying to me Ashwin. Eager to hear more from Renata :)
0
Dan R.
Hi Renata Nikulina
I'm really excited to hear more about the timelines for reporting on lookup relationship fields from Ashwin Raju's last reply. Is there anything you can share?
Thanks!
0
Ashwin Raju
Hi All!! I bring great news for you all.. A few common requests that I have heard are:
1) Why can't I point Lookup fields to custom objects? For eg: I want to create a Lookup field in a ticket that points to an Order.
2) Why can't I create enhanced Trigger condition using my lookup fields? For example,
3) Why can't I create notifications actions using my lookup fields? For example
We are releasing an Early access program next week which includes all these functionalities AND MORE!!.. Be sure to try it out.
0
Ashwin Raju
Hi Dan R. - I guess we missed updating it here... But Explore reporting on Custom objects is live now !!!! Here is the announcement - https://support.zendesk.com/hc/en-us/articles/5569922925722-Announcing-lookup-relationship-fields-in-Explore
0
Archie
Ashwin Raju, are there any plans to allow view conditions to specify (current user) on User lookup relations for tickets?
We have a use case where we need to assign a user other than the one handling communication to a ticket who will remain the Assignee and would like to create a view where they can see the open tickets they have assigned.
2
Ashwin Raju
hi Archie - In your use case, you want a way to put a filter which says.. Lookup field value should not be Assignee value.. Am I right in saying that ?
This is an interesting use case, which I need to further think about..
However, we are in early stages of considering Dynamic filtering for Lookup fields..Use cases like
1) Show me only the Orders where Order->Customer = Requester (Order is a custom object)
2) Show me only the Employees where Employees->Manager = Requester
3) Show me Assets where Asset-> Assigned to = Logged in User (Asset is a custom object)
These might be especially helpful when it comes to bringing Lookup fields to Guide
0
Archie
Ashwin Raju, I'm actually looking for a way to configure a ticket view to show the agent tickets where they are selected in the user look up field.
In the same way we can create a view where the Assignee = (current user), I would like to be able to create a view where {My custom lookup field} = (current user).
2
Bill Reed
Is there a reason why Light Agent is not one of the Role conditions for these fields?
You can set to Agent, Admin, or End User. If set to Agent, Light Agents do not appear in the list.
0
Dan R.
I second Archie suggestion. I'd like to be able to have a lookup relationship to for an account owner on an Org within Support and create a view showing tickets opened for that org.
1
Stephen
The same function as suggested by Archie Menzies would be great - being able to use (current user) as a property for Triggers / Views would really help make this feature more powerful.
1
Richard Toca
Good work
0
Jacqui T
Hi Ashwin Raju
You previously said you should have some updates in H1 2023 regarding end user access to lookup fields - are these available yet?
0
Ashwin Raju
Hi Jacqui. Thank you for your patience.. We have initiated conversations on this feature. My team is currently heads down on releasing the new custom objects this quarter. And right after that release, we look to start our work on making Lookup fields available in Guide. Will keep you posted... Would love to hear your use case on this, so that I can capture it..
1
Arno (EMEA Partner)
I assume this cannot be done at least yet? Have an organization profile field with lookup for users of that organization?
Use case would be able select one user of organization as "primary contact". This contact might be useful for any critical issues and some acceptance requests for paid support etc.
0
Ashwin Raju
You can always create a lookup field in the Organization pointing to the primary contact(user) of that Organization.
0
Arno (EMEA Partner)
Ashwin, sounds interesting, can clarify a bit.
I was not able to add a lookup field in organization, that would only include users from that organization. When you have tens of thousands of users and hundreds of organizations with possible primary contacts, filtering to lookup to specific organization's users would be required.
0
Prabu P
We are currently experiencing difficulties in adding new lookup fields due to an error message indicating that we have reached the maximum limit of 10 lookup relationship fields. While we had previously added some lookup fields for testing purposes, these have since been removed, leaving us with only two lookup fields. Despite this, the system is still not allowing us to add new lookup fields
0
Ashwin Raju
hi Prabu P - Did you deactivate those test lookup fields .. Or delete them? If you delete them, this issue should not occur.
1
Ashwin Raju
hi Arno - The filter that you are looking at, is currently not possible. We are working on an initial version of dynamic filtering to use the Requester, Requester Org and Logged in user in filtering Lookup fields in Tickets..
For eg: The Lookup field pointing to Order should only show up Orders associated with the Requester. The Lookup field pointing to Contracts should only show up Contracts of the Requester Org
I will add this to my backlog.
2
Prabu P
Hi Ashwin,

"Yes, we have de-activated all the custom fields (Lookup) that we previously added. Currently, we can only see 2 lookup fields in the list. However, it's unclear why the system is not permitting us to add new ones."
0
Ashwin Raju
Can you try deleting your test Lookup fields instead of deactivating it ? And then try it again?
0
Chris Curlett
Now that some new functionality has been released, we're getting ready to start using custom object in our normal workflows (great job Zendesk team on the progress!)
In Explore, I would like to be able to report on fields in custom objects.
Example 1
For Software custom object I have an item category field (Cloud application, desktop application, finance application, IT hardware, etc.). I also have Yes/No fields for SOX system and GxP system.
I would like to set up a report for last week's Request tickets for software requests, and break them down by category. I would also like to see open Change requests and break them down by SOX system, GxP system, or neither.
Do we know if Explore can pull custom object field values?
Looping in Ashwin Raju, who's been very helpful in answering questions. Thanks!
0
Ashwin Raju
hi Chris.. Thank you for your kind words.
At this point, unfortunately, we do not have an easy way of doing this.. We do have this feature in our roadmap to build..
Following is not a good recommendation for a workaround, but I'd still say it -
Given that they are drop downs and checkboxes, this is what comes to my mind:
Create a hidden checkbox field.. Use a Trigger that checks the value of the Item's SOX system check box and sets the value in the ticket. Drop downs are a little worse since it involves creating multiple triggers(unless placeholders can do some magic there)
Once you have this information in a ticket, you can always use it for reporting.
0
Anne-Flore Caire
Would it be possible to have the creation option in the lookup fields?
For a lookup field on organisations, for example, if I can't find a company, our users would like to have the option of "Add an organisation" in the results of the search field (opening the creation pop-up with the name and domain to be entered).
0