Announced on | Rollout on |
March 22, 2024 | March 22, 2024 |
Zendesk is pleased to announce enhanced functionality for lookup relationship fields defined for tickets.
This announcement includes the following topics:
What is changing?
Lookup relationship fields provide a way to define custom relationships between standard Zendesk objects and custom objects. However, as the data stored in your Zendesk account grows, those lookup fields can present a significant amount of data to agents without much context.
With dynamic filtering, admins can define filters on ticket lookup relationship fields that restrict the information presented to agents through lookup fields to only what is relevant to the ticket they're working on. Specifically, admins can filter by the ticket's current user, assignee, requester, and organization.
Why is Zendesk making this change?
A common use case for custom objects is to bring diverse data into Zendesk with the intent to enhance and personalize the way agents interact with customers. Lookup relationship fields are how you surface custom data within a ticket, which is a great first step. However, we've listened to feedback and realized that in many cases, admins only want to surface information within a ticket's lookup relationship fields that pertains directly to the ticket in some way. Dynamic filters can help you personalize your lookup relationship field experience and increase agent efficiency in identifying and associating related business data to the tickets they're working on.
What do I need to do?
No action is required. Dynamic filtering is being rolled out to all accounts automatically.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.