Using lookup relationship fields

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26 Comments

  • Mark Ganusevič

    Hi!

    This is a very cool feature, but I don't see anything related to Explore? When will these fields become reportable in Explore?

    Thank you!

    4
  • Brett Bowser
    Zendesk Community Manager
    Hey Mark,

    It doesn't look like this is  currently on the roadmap but something the team is working with our Explore team on. Currently in early discussions so we don't have any additional information to share at this time.
     
    Let me know if you have any other questions!
    0
  • Shayan Moussawi

    Are there any plans to allow this particular option within the Zendesk interface?


    "You can also use the Zendesk API to list the users, organizations, or tickets 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."


    Listing all records related to a specific object would be really useful

    0
  • Pedro Cassian

    would like to see more use case scenarios of this to see If I get an idea to implement this 

    7
  • Bobby Koch

    +1 Pedro Cassian  - i feel like i have a few ideas where this could be helpful, but nothing that would be too helpful immediately.. 

    1
  • Serge Mucibabic

    Hi,

    This is a nice addition.

    Can related field be used on the right side of the action in triggers?

    For example, I created a user custom 'lookup' field called Deputy Agent, with the intent to use it in case of an absence of the ticket assignee. The Deputy Agent field appears in the agent profiles and any agent name can be picked from the drop-down list, which works just fine.

    In my trigger, I'd like to add an action: Assignee = Deputy Agent 

    Unfortunately, this selection doesn't seem to be possible.

    P.S. I am aware of the Out of Office App.

    0
  • Dan Sowden

    Hi,

    I'm really excited about using this new functionality, but I have some observations about the two biggest challenges I foresee in us adopting this:

    Firstly, for user objects we have a drop-down that's hard-coded for a list of our agents to add an "Incident Manager" field on tickets. For this we have triggers to automatically update this value on first assignment and agents maintain their own views of their tickets. We could easily switch this out using a lookup relationship field, except that the main benefit should be to add a view of "My Managed Tickets" where the condition is to have the incident manager = "(current user)" instead of having each agent maintain their own views, but this is not an option. Also, we could retire all of the agent specific triggers with a single one that updates the field to "(current user)", but the same restriction applies here.

    Secondly, for ticket objects - for some incidents we always want a problem ticket to be created, so we could use one of these fields for this purpose and make it mandatory for solving the ticket. However, where we currently use problem tickets there's an easy way to view all incidents linked to it - this won't exist using a lookup relationship. The best solution I can find would be to search for "fieldvalue:1234", which may bring back other tickets which have a number the same as the ID in a different field, or the even less convenient search "custom_field_64286819...:1234" and have all agents save the field ID for searching.

    I think these would be the two main sticking points I will have with my agents if I try to move us across to this feature - which is a shame because I suspect that these will stop us fully embracing this great new functionality.

    Can you confirm if these two cases have been considered or what the roadmap looks like to more fully integrating these fields into other areas of the system?

    Thanks in advance!

    Dan

    0
  • Michael M. Adams

    I have setup an "organization lookup" field.

    Currently, when you view an organization, you can see all the tickets and all the users... it would be great if I could view all the associated tickets that have that organization listed. 

    0
  • Zack McCarty

    Michael M. Adams

     

    Can you shed some light on how you are using the organization lookup field? I recently submitted this product feedback and am wondering if you might have figured out how to achieve this

     

    https://support.zendesk.com/hc/en-us/community/posts/4887954391066-Auto-Populate-Ticket-Form-with-Lookup-Fields-without-having-to-submit

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  • Michael M. Adams

    For us, one client may have multiple associated vendors and one vendor may have multiple associated clients.

    When a vendor submits a ticket, we use the lookup field to associate the applicable client with that ticket. We use that associated field to display in all of our views so we can see the requester and associated organizations (client or vendor) with that ticket. That is my only use case for the moment until Zendesk expands the lookup field functions.

    My hope is that Zendesk will allow those associated tickets to show up under the organizations Zendesk page so we can see all the tickets associated with those organizations (and visa versa).

    0
  • Bobby Koch

    Just a heads up, the Organization is condition for filtering objects seems to be broken, or I just do not know how to use it.

    0
  • Bobby Koch

    Also, it would be cool if the org and requester operations could do something like:

    - Requester is "Current end-user" and only show the related tickets for that user and the same for any tickets for that user or that are in the org. Would make it easy to identify related tickets across the same user, i think? 

    0
  • Dan Sowden

    There appears to be a limitation for this field type which I've not seen for any other ticket fields:

    I'm not able to find any documentation explaining this limitation, bit this is a total of 5 such fields including deactivated fields - not just active fields.

    0
  • Thomas Verschoren
    Community Moderator

    When will it be possible to add Lookup Fields to end user forms on the Help Center?

    Use case:

    • Employee forms where they need to list their direct manager, approver or employee the ticket is about.
    • Or an internal form for Sales where they escalate for a customer of theirs
    • Or a customer that selects their sales rep
    • Or a customer that chooses their preferred Hair Stylist

    Currently tickets are agent only, so it restricts these kind of use cases.

    7
  • Shameen Rana

    Hi,

    Is there any way to notify(send email to) the user in lookup field of Users on Ticket about certain activity on ticket?

    1
  • Bobby Koch

    Thomas Verschoren it says in the article that they are supported... but you are a zendesk moderator and have 4 upvotes, which worriesme... or is it just Ticket type of lookup fields is not supporteD?

    0
  • Ahmed Esmat

    That is what I am looking for. But I have done some testing and found out If it is of user type:
    - Cannot be used in views to filter on “(current user)”
    - Cannot be used in trigger actions to send emails
    - Cannot be sent an email in automations

    So, that is not a complete solution/feature!

    Is there any solution to this?

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Ahmed,

    We'll continue to assist you on the ticket you raised with our support team. Kindly check your email for updates. Thanks!
    0
  • Stephen Barbarino

    This is great, but I'd love for their to be a lookup field available for end users. For example, a manager submitting an equipment request ticket for an employee would select the employee in a lookup field. 

    It's a bit crazy this isn't already available. 

    0
  • Mason McCoy

    Ditto to Marks' comment, we'll also need to be able to report on these fields in Explore. 

    0
  • Carlos Santos

    Unfortunately, I have to agree that this looks like a half-baked feature. Lots of potential but then (according to Zendesk support on using user lookup fields in views):

    (...) you are not able to use end-user identities as a condition.  Even if this is within a lookup relationship field with no filters on it. You are able to add a custom lookup relationship field to the columns for a custom view, but you cannot use that field to group or order the view (...)

    So forget about having views that show tickets where in the lookup field you have end-user X. And forget about grouping or sorting views using those fields...

    Very disappointing. 

    And I haven't checked Explore yet...

    0
  • Ashwin Raju
    Zendesk Product Manager

    Hi Folks.. I do see a few unanswered questions.. Sorry for the delay in responses. Let me start with questions from the top:

    Shayan Moussawi - You should have the Related Tab in your Users and Organizations page by now. This will enable you to let's say view the Tickets or Organizations where Shayan was a Relationship Manager. The details have been updated in the article.

    Pedro Cassian, Bobby Koch - Since you posted this request, we had added a few examples that we have seen customers using Lookup fields for. Do let us know if there is any specific use case you'd like to validate. We'd be happy to help

    Serge Mucibabic - At this point, we don't have any plans to add Lookup fields to the right side of the trigger. I will bring it up internally to see the possibilities of that option. My assumption here is that Deputy Agent is a field in the Agent's profile. And when you assign Serge as the Assignee to the ticket, based on a condition, you want the Assignee to automatically change to the Deputy Agent.

    Dan Sowden - For the first point, I definitely see the value of it.. I was however wondering if you could use the Related Lists tab capability for this use case. But I do empathize with the pain point for the Incident manager to go to their user profile to see the list of tickets. For the second point, my understanding is that you are trying to build a ticket->ticket relationship.. You could potentially create a sidebar app to bring out the incident tickets that are associated with the problem ticket. We do have APIs for surfacing this information. Would love to hear your thoughts on this

    Michael M. Adams - Was the Related List feature able to solve for your use case? 

    Thomas Verschoren , Stephen Barbarino - We are currently in the process of discussing the ability for Lookup fields to be accessible from Guide. There are additional nuances around permissions that we need to figure out. Our customers wouldnt always want their end customer to access all your users, organizations or tickets through Lookup fields access. We will have an update on the timelines for you in the first half of next year. BTW - appreciate the use cases you have shared.

    Shameen Rana - This is something that we are actively working on. Let me double confirm with the team and ensure that I give you the latest information. Do you mind sharing your use case for sending an email to users associated with a lookup field?

     

     

     

     

    0
  • Ashwin Raju
    Zendesk Product Manager

    Mason McCoy, Mark Ganusevič - The good news is that integration for Lookup fields working with Lookup fields is in the plan for 2023. I will let you know any specific dates once we get to a more specific date range. 

    0
  • Ashwin Raju
    Zendesk Product Manager

    hi Carlos Santos - I am sorry to hear that you weren't satisfied with the feature. 

    Could you share your use case on why you wanted to use end user value in a Lookup fields to be used as a condition in a view?  

    0
  • Carlos Santos

    Hi Ashwin Raju.

    We have tons of situations where the ticket is pending on specific users of our Zendesk (approval, participation, clarification, execution, etc). And they may be agents or end-users. So I'm using a lookup field to allow the agents to associate each ticket with the user the topic is pending on and I also record the date. And that part works fine.

    However, I need my agents to be able to create views where they have the tickets pending on specific users (one or more) and at this point we can use lookup fields as criteria but we can only search for agents. No good.

    Additionally, even if we could specify one or more end-users as criteria, we can't use the  lookup field to group or sort the view. If we have a view that lists a lot of tickets pending on a lot of different users, that would come handy. But we can't. Also no good.

    On top of that, maybe we could use Explore to generate dashboards to take the place of the views we can't create. Big NO on that one as well.

    My workaround: I have a parallel field (simple drop-down) where, using external API automations, I create an option for the user the ticket is pending on. When I change the lookup field, the automation updates the options in the parallel drop-down and updates the ticket with the correct option. Given that the simple drop-down does, in terms of views and Explore, everything the lookup field can't, the issue is resolved.
    But let's be honest, it's a major overkill. The lookup field should do it all.

    Thank for looking into this.

     

    0
  • Stephen Barbarino

    Hi Ashwin, thanks for taking the time to address all of the questions individually, that's really appreciated. I'm not sure I fully understand the concern though. If a Zendesk customer doesn't want to expose data through lookup fields to their end customer through guide wouldn't they just not use a lookup field then? 

    Our use case around Zendesk is focused on an internal customer base where having the ability to lookup users would really help. When we were evaluating products to be used as an internal ticketing and service management platform, the Zendesk team said this would be possible but I can honestly see us outgrowing this solution in a few years without this functionality. 

    0

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