Using lookup relationship fields

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68 Comments

  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hi Ashwin Raju

    We have parent/child account models in our Salesforce and have a Hierarchy field type on the child accounts that provide an easy link back to the parent. Both accounts are synced to Zendesk, but it would be amazing to be able to also model that relationship. We have the SF Account IDs mapped to the Organization external ID attribute, so it would be great if we could use the external ID being used in that field type to also create the same relationships as part of the sync. 

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  • 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. 

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  • 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! 

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  • API System

    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 ?

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  • Thomas (internalnote.com)
    Community Moderator
    Zendesk Luminary
    Hey,

    Below is a working example:

    I tested:
    PUT https://{{domain}}.zendesk.com/api/v2/users/{{user.id}}.json
    with payload
    {"user":{
    "user_fields": {
    "account_manager": "6148144615442"
    }}
    Note that you should pass the following header!
    Content-Type: application/json
    The field updates correctly.

    I might write a full guide for https://internalnote.com cause there's some fun automations to be build here!
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  • 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?

     

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    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. 

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  • Ashwin Raju
    Zendesk Product Manager

    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)

     

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    That's great to hear, thanks for replying to me Ashwin. Eager to hear more from Renata :)

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    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!

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  • Ashwin Raju
    Zendesk Product Manager

    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,

    If Account Manager -> Region = North East 
    Assign the ticket to High Priority - North East

    3) Why can't I create notifications actions using my lookup fields? For example

    If Order -> Status = Delayed
    Send an email to the Relationship Manager associated with the Ticket

    We are releasing an Early access program next week which includes all these functionalities AND MORE!!.. Be sure to try it out. 

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  • Ashwin Raju
    Zendesk Product Manager

    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

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  • Archie Menzies

    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.

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  • Ashwin Raju
    Zendesk Product Manager

    hi Archie Menzies - 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

     

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  • Archie Menzies

    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).

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  • 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.

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    I second Archie Menzies 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. 

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  • 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.

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  • Richard Toca

    Good work

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  • Jacqui Tildesley

    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?

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  • Ashwin Raju
    Zendesk Product Manager

    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.. 

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  • 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.

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  • Ashwin Raju
    Zendesk Product Manager

    You can always create a lookup field in the Organization pointing to the primary contact(user) of that Organization. 

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  • 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. 

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  • 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

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  • Ashwin Raju
    Zendesk Product Manager

    hi Prabu P - Did you deactivate those test lookup fields .. Or delete them? If you delete them, this issue should not occur. 

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  • Ashwin Raju
    Zendesk Product Manager

    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. 

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  • 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."

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  • Ashwin Raju
    Zendesk Product Manager

    Can you try deleting your test Lookup fields instead of deactivating it ? And then try it again?

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  • 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!

     

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