Announced on | Rollout starts | Rollout ends |
September 26, 2023 | September 26, 2023 | September 26, 2023 |
Zendesk is pleased to announce a new and improved, no-code-required custom objects experience.
What's changing?
Agents have always relied on data and systems outside of Zendesk to solve their tickets. With custom objects, we are making it easier for admins to bring their unique business data into Zendesk and incorporate that data into their workflows. By keeping your custom data in Zendesk, along with your tickets, you reduce the need for agents to switch between systems while solving customer requests and enable more tailored workflows and reporting.
The new custom objects experience comes with a lot of great features:
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Easy setup and maintenance in Admin Center.
- Set up objects, define fields, build relationships, and manage agent permissions, all within a single page in Admin Center. See Creating custom objects to integrate with custom data.
- Build relationships between your tickets, users, organizations, and other custom objects with lookup relationship fields. See Adding object relationships.
- Import your custom data into custom objects in bulk with the Data Importer. See Bulk importing custom object records.
- Control access to your custom data with object-level permissions defined within your custom object or on the Roles page in Admin Center. See Configuring agent access to custom object records.
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Configurable, native agent experience.
- View, create, update, and delete custom object records from the Custom object records page in Support. See Adding custom object records to capture custom data and Managing custom object records.
- Build relationships and view related records to get a complete view of the customer and context required to solve the ticket, all without leaving the Agent Workspace. See Interacting with related object records in tickets.
- View and search for custom object records.
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Powerful workflow and reporting capabilities.
- Use triggers to route tickets and send notifications based on related custom object records. See Using custom objects in triggers.
- Build reports and dashboards on standard objects (tickets, users, and organizations) with related custom object records. See lookup relationships in Reporting with custom fields.
The number of objects you can create depends on your plan. Additionally, each custom object record you create is counted as 2 KB towards your account's data storage. This structure makes it feasible for you to bring large volumes of data into Zendesk and scale your operations over time. If needed, you can purchase additional storage, too.
Why is Zendesk making this change?
We learned from the legacy custom objects feature that you don't want to depend on developers to manage your business data and data relationships within Zendesk. The new custom objects experience puts control back into the hands of admins by delivering low- and no-code functionality, highly configurable native interfaces, and powerful integrations with other Zendesk features.
What do I need to do?
Customers on Support Enterprise or Suite Team and above will automatically have access to custom objects. If you never used legacy custom objects, you'll only have access to the new custom object experience. Check out the following resources to help you get started:
- Understanding custom objects
- Planning your custom objects workflow
- Activating custom objects
- Custom object resources
What should I do if I used legacy custom objects?
Customers using legacy custom objects aren't affected by this release. Your legacy objects and data will continue to be available in Admin Center. However, we encourage you to migrate to the new custom objects experience to take advantage of all the new capabilities.
If you choose to continue to use legacy custom objects, the product limits prior to September 25, 2023 will still apply, including legacy record and object limits.