Recent searches


No recent searches

Using lookup relationship fields



image avatar

Jacquelyn Brewer

Zendesk Documentation Team

Edited Nov 11, 2024


-1

87

87 comments

It would be really useful if it had support to the Zendesk mobile version. Are there any plans to do it?

0


image avatar

Ashwin Raju

Zendesk Product Manager

Anne-Flore Caire - That is a good idea. We are looking at adding new records from the related list pretty soon. I will take this to design and consider the options there

Leandro Silva - Will pass on this feedback to the Mobile team on this. 

1


We would definitely like having the lookup field accessible to user forms.  We want to store the list of products that our customers are subscribed to in a custom object.  When they submit a support ticket, we'd like them to be able to pick from the list of products that they own, which product they are submitting their ticket for.  We don't want them to have to pick from the entire product catalog - just from the list of products that they subscribe to.

1


image avatar

Shawna James

Community Product Feedback Specialist

Hey Sean, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility.  Here is our product feedback template to get you started. Thank you!

0


Is it possible to display values of a lookup field as a multi-level dropdown like we do on regular dropdown? Tried adding (::) in between the names but not working. I have a lookup with a few hundred records and I want to organise it into multi-levels.

1


image avatar

Paolo

Zendesk Engineering

Hi Sam,
 
Unfortunately, this is not an existing feature as of the moment. You may follow this page to know the latest updates from Zendesk: What's New in Zendesk.
 
Best,
Paolo | Technical Support Engineer | Zendesk

0


Hi Ashwin Raju

Has there been any progress on dynamic filtering for relationship fields?

I remember being so excited when relationship fields became possible, and then so disappointed when I realised how limited their use in Views and Triggers were (at least in our use cases).

To me, at a pretty fundamental level, if I can eg use the 'Assignee' field in defining Views and Triggers, then I'd expect the same functionality for any other relationship field that also utilises Users. To have only a subset of that functionality makes the whole feature far less useable.

Our specific use case is pretty simple and I would have thought applicable to many others:

  • we have two agents working on each ticket
  • the second person obviously wants to keep across tickets that they are responsible for
  • we therefore want the 'Your Tickets' view to include tickets that have either 'Assignee' OR 'Custom Field' set to (current user)
  • similarly, we want the 'You've been assigned a ticket' notification to go to users that have been selected in the 'Assignee' field OR the 'Custom field'

The fact that we can't do this makes the feature very limited in usability for us.

0


image avatar

Ashwin Raju

Zendesk Product Manager

hi Ben.. We are releasing Dynamic filters in the next couple of weeks that can be used for Lookup field filters
Give me all Contracts where Contract.Organization = Requester Organization.

But what you would want seem to be something you'd want to use in View conditions.. Let me check with the Views team on whether this functionality can be leveraged in views 

0


Hello! Any update on Explore reporting for lookup relationship fields?

0


image avatar

Ashwin Raju

Zendesk Product Manager

hi Hannah Lucid - You can use the Lookup field value in reporting today. What you dont have currently (which we are working towards) is the ability to report on fields within the lookup field. 
Do you mind sharing your use case? 

1


Hello! We have a lookup relationship user field that links tickets to other end users. As expected, these tickets appear under the "Related" tab on the user page - which is great! We also want these Related tickets to appear on the Customer Context Panel. Is this possible? Example: John Smith requested ticket "Help with XYZ" which was solved. Then, Jane Doe submitted a ticket "Help with ABC" that we linked to John Smith via the lookup relationship field. The next time that John Smith submits a ticket, his Customer Context Panel only shows the "Help with XYZ" ticket, not the related ticket "Help with ABC". My agents have to open up John's page and go to the Related tab to see that he was associated with "Help with ABC". How can we have the Related tickets appear in the Customer Context Panel?

0


image avatar

Ashwin Raju

Zendesk Product Manager

interesting.. Within the customer context panel, I presume that you are referring to the "Interaction History" section, which you'd like to see this information?

0


Ashwin Raju precisely. That would be ideal.

0


Hi Team, my understanding of this article  was that I should be able to Filter based on the Ticket current requester?

I want to create a ticket lookup relationship field with Related Object=Ticket and narrow down the search option, based on the current ticket requester.

Unfortunately currently I can filter only by Requester Is (current user) / agents.

 

Is this functionality planned to be available?

0


With my company, we have Custom Objects defined for buildings and floors that our customers have subscribed with us.  We have a lookup relationship that goes like Floor → Building → Organization.

I was able to filter buildings lookup in our form to those belonging to the organization of the ticket you are viewing, which is perfect, but I cannot do the same for floor.  I want to be able to filter the floor based on the building selected, but that same variable does not appear in the filters (building is (building).  Is there any way to do this?

0


Hi,

When will lookup relationships be available in Help Center? We use user_filters to help the requester choose his manager or system owner for approval of the request for e.g. equipment purchase or application access (all managers have a “Manager” in this field, system owners “SysAdm”).  

Displaying a Lookup relationship helps our service desk to dispatch directly, rather than having a list on paper who is responsible of which system or department.

As it is today, good functionality, but unfortunately it doesnt help at all, as most requests are initiated through Help center (which I imagine is same for other Zendesk customers).


Reading back in the thread an ETA was mentioned back in 2022.

0


image avatar

Shawna James

Community Product Feedback Specialist

Hey Miguel, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Guide where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

0


Hi, 

Just wondering is there update on plans to include Lookup Relationship fields in the bulk-edit interface? 

In addition, is there any update on when sorting and filtering in Views using a Lookup Relationship field is planned? 

0


Are lookup relationships available for macros? The Support Placeholders reference indicates that a Lookup Relationship custom field can be pulled with {{ticket.ticket_field_<field ID number>.id}} but when we try using this in a macro, it returns no value even though a record is present in the lookup field. 

  • Does this only work in triggers?
  • Should the field placeholder be based on the source object and not the field type?
  • Does it return the ID of the record and not the value (e.g. Organization name)

0


 Hi Thomas! Not sure what we were running into on our end as we had multiple users running into this, but it now appears to be working as expected w/o any further changes. I do appreciate you getting back to us confirming that all three do work, and how they would!

0


image avatar

Ashwin Raju

Zendesk Product Manager

hi Stephen  - We do have plans for enhancing custom object record list views to introduce features like Saved Lists. I dont have the timeline for that at the moment. CC: Salvador Vazquez 
Having said that, in a few weeks time, we will be releasing filtering on the custom object record search API, which would mean that you can enable it with some custom code as well.. 

0


Ashwin Raju I actually have the same issue that Guilherme has (sorry didn't realize there were 5 pages of comments).  

 

My company is doing B2B support.  We are using a Organization drop down lookup to identify the customer on a given issue.  This is being done because the party that opens the ticket may not be with the actual organization.  Our support is handled by our internal employees, 3rd party contractors and the organization itself.  Using an organization drop down allows us to correctly identify who the requestor is, and but connect the reported issue to the correct organization. 

The challenge is that the lookup does not add the organization tag to the ticket as expected.  Our customers would like to see all tickets opened for their facility, but tickets opened by a requestor that is not in that organization doesn't add the necessary tag for a ticket to show up in the Help Center portal. 

Is there a way to create a trigger to add the organization tag from the lookup field?  It would be wildly helpful for us. 

 

Thank you in advance. 

0


image avatar

Mike DR

Zendesk Customer Care

Hi there!
 
Thank you for sharing the answer Thomas!

0


Ashwin Raju - About seven months late to replying, but yes! Katie Holt was referring to the customer context panel. https://support.zendesk.com/hc/en-us/articles/4591924111770/comments/6873259257242

0


Hi Ashwin Raju ,

Do you know if there are any plans to enhance how Lookup Relationship fields interact with Ticket Views? 

As mentioned in a previous comment in this thread, Lookup Relationship fields are missing the following functionality:

  • Sort by
  • Filter by 
  • Use (current user) as a Lookup Relationship field condition (would be helpful in cases where you have an associated Agent with an Organisation / Ticket, so they can see all Tickets related to their customers)
  • When exporting the contents of the View, only the ID is shown in the csv file (not the plain text Lookup Relationship value for Organisation or User)

0


Hi, Ashwin Raju 

We would greatly appreciate having the same sorting capabilities for lookup fields as we currently have for macros. For example, with a lookup field like Sales::information::((lookup vale)). This would allow for more streamlined organization and easier access to relevant data.

0


image avatar

Ashwin Raju

Zendesk Product Manager

Ole Rosland - I would need to research on this capability.. I know Dropdowns use this format to define nesting.. And we are introducing something similar to nesting pretty soon, wherein you can select the Product category field as iPhone and your Product Lookup will show only the Products with Category as iPhone

0


Please sign in to leave a comment.