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Understanding custom objects



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Mar 19, 2025


-2

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32 comments

1902738075884 , as far as I understand, Explore only provides an option to report on lookup relationship fields on tickets that reference custom objects. We have a lookup relationship field that references a custom object. Currently, it only provides the option to report on the lookup relationship field name, but we would like to see other attributes from the custom object. Are there any updates to custom object reporting in Explore?

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Hello,

Is it possible to retrieve a specific field value from a custom object record as a placeholder? If so, what would be the syntax?

In my example I setup a trigger “assign postal address” once the service partner is selected from the drop-down list and apply the record of the custom object in an additional lookup relationship ticket field. The only information which I can display using this placeholder {{ticket.ticket_field_option_title_ID}} is the name of the record but not any other fields specified in this custom object like “suburb”.

Is that even possible or is there another way to manage location address based on selected ticket field values?
Thx

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Community posts have already been addressed and answered, so no further action is required for this community ticket.

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hi 1265062541209 - its fixed now. 

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hi 1265062541209 -  That is a bug in the older versions.. We just found that today morning.. We are fixing as soon as we can.. 

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Hello, I've been testing out lookup relationship fields in Guide now that this functionality has been released. However, it looks like dynamic filtering on custom objects (by organization) does not work on the initial ticket request form.

We have a custom object labeled Projects, with each record tied to an organization. For example-

  • Project 123 with an organization of A
  • Project 456 with an organization of B

The lookup relationship field (Workstream) has a filter that should only show records matching the organization-

This works as expected on the agent side- on tickets for organization A, the dropdown only shows 123. However, when organization A tries to create a ticket via the ticket request form in Guide, this field shows no options at all. Is this because the ticket is not “created” yet and technically has no organization? Is this expected behavior? If so this is a major drawback and really limits this functionality.

Tagging 1902738075884 as well - thank you!

1


Hi There, 
Can you please provide more details on how to proceed to create a leasing contract as per your example in the article. This is not very clear :-) 
Also I would like to export all data about ticket & custom objects, is this possible? 
 

0


Is there a method to show the details of custom objects linked on a user's profile on the ticket view? Showing it on the user card just gives the name of the record, but I'm not seeing a way to show specific fields from that record as well. 

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Not ideal that custom objects aren't copied over in a Premium Sandbox… we use Custom Roles, which means none of our agents were copied over into our sandbox except for Admins, Contributors, and Light Agents.

 

Is there any workaround or plan to add custom objects in the future?

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Hello,

I have linked a custom object to agent user fields view using relationships. It displays perfectly fine on the zendesk but when pulled via the api from user fields. I get the following data

 

"user_fields": {
            "erp_company": "01J2VF9KVHK2SH1H76847E1D36"
            }

It should say ‘COMPANYXYZ’ in plain text rather than `01J2VF9KVHK2SH1H76847E1D36` what even is this? Is it encrypted? Have I linked them incorrectly?

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