The Custom object records page in Support provides a comprehensive list of custom object records an agent has permission to access. From this page, agents and admins can add, view, search for, and manage custom object records.
Accessing and using the Custom object records page
Agent permissions to view records are defined per role for each custom object. This means agents in different roles likely have different levels of access to custom object records. On Enterprise plans, admins can set permissions for every role on each object. On all other plans, agent access to records is predefined. On all plans, light agents and contributors have view-only access to custom object records.
When an account has no defined custom objects or an agent doesn't have permission to view any custom object records, the Custom objects icon (
) used to access the page isn't displayed in the sidebar. When accessing the records page, you must select a custom object from the list to see its records. The objects are displayed in alphabetical order, and only objects you have permission to view records of are included. If an object has no records yet, an empty list is returned.
If your account has more than 100,000 records, you might experience delays between creating the record and seeing it in the list on the Custom object records page because the list is updated every 6 hours.
Searching for custom object records
As an agent, there are a variety of situations in which you might encounter a custom object and need to search for records. For example, a lookup relationship field on a ticket might point to a custom object or you might see custom objects mentioned on a user's profile under the Related tab. In these cases, you might need to perform a search to find what you're looking for.
- Search queries check against all text-based fields within the records. That means queries can match against the Name field value and values in fields of the following types: Text, Regex, or Multi-line.
- Search queries match on the beginning of words only. In multi-word values, queries can match against the beginning of any word in the value.
You can search for custom object records in lookup relationship fields and the Custom object records list. When searching for values in lookup relationship fields, a list of auto-completed matches is displayed as you type.