Zendesk provides many types of native data objects for storing and managing your customer data, including tickets, users, organizations, and more. We call these standard objects. However, standard objects can't provide every possible type of data object that your organization might want. With custom objects, admins can create custom objects to capture data that doesn't fit into those standard objects.  A custom object can be anything. If you are a car rental company, it could be cars and rental contracts. If you are an e-commerce business, it could be your orders and returns. If you are a software company, it could be your assets and configurations. The possibilities are endless. 

At Zendesk, we want to simplify your experience in using custom objects to model your business and relationships. We also want to unlock more powerful use cases with Custom objects to streamline your business processes using your data and relationships. And that’s what inspired us to release the New Custom objects. 

As a first step, we have released an early access program for the new custom objects starting April 12th 2023. This EAP will be feature rich and aims to achieve the following: 

1. Get admins to set up quickly with a low-to-no code experience.
1. Admins will have a low - to - no code experience for managing Custom Objects in the Admin center.
2. We are introducing new field types to custom objects for admins to represent their data in the right way. 
3. Lookup fields can now be used to build relationships between tickets, users, organizations and custom objects, thereby providing more context of the ticket and the customer to the agent.
4. Admins will be able to customize the agent view by highlighting the key details of a custom object
2. Make it easy for agents to get the context they need to deliver faster, personalized service. 
1. Agents will be able to view, add, update and delete custom object records in a native user interface inside the new Agent Workspace. 
2. Agents will be able to view all relationships natively in the new Agent Workspace, enabling them to get a 360 degree view of the customer and the context required to solve the ticket - all within the same view
3. Agents will also be able to view a list of custom object records and search across that list 
3. Streamline processes by integrating data across triggers, reports, and other Support capabilities. 
1. Admins will be able to set up powerful triggers that could hop into the custom object record associated with the ticket and utilize field values in trigger conditions
2. Admins will be able to set up trigger actions that could notify users associated with the ticket through lookup fields and custom objects. Notifications can be emails or texts. You can even assign tickets to a user through lookup fields.
3. Admins will be able to use surface custom objects associated with a ticket in views and placeholders as well. 

Want to know more about how to improve your customer experience with custom objects? Here are some common use cases. We have included a video walkthrough if you'd like to see the new custom objects in action.

Learn more about the new custom objects

• To learn more about creating custom objects in the Admin Center, see Creating custom objects. 
• To learn how agents can add custom object records in Agent Workspace, see Creating records of custom objects.
• For API specs, see Developer documentation

Try out the new custom objects

• To participate in the Custom objects EAP, sign up here.
• After you try the new custom objects, we’d love to hear your feedback.