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The visibility of Lookup Relationship fields on ZenDesk HelpCenter

Planned


Posted Feb 19, 2023

I am encountering a problem regarding the display of a Lookup Relationship field on the Submit a Request form in the ZenDesk Help Center. I created a Lookup Relationship field that enables support agents to tag customer organizations as a ticket field from the list of SalesForce synched organizations. However, when I attempted to display this field on the Submit a Request form in the Customer Center, I was unable to do so. The ability to grant end-users the permission to edit the field is disabled in the field settings.

 


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7 comments

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi Omair, the native help center request form does not currently support lookup fields, but we have it on our roadmap, though I can't currently give you an ETA.

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Bobby Koch

Zendesk Luminary

we need as well

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Alessio Cornale

Zendesk Luminary

Hi Gorka,

any news about this topic? Thanks!

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Any Update? Enabling this functionality would allow us to remove a handful of customizations and ultimately make the benefit statement stronger for migrating away from the legacy custom objects. 

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Bobby Koch

Zendesk Luminary

apparently this was announced at zd relate, that it is coming this year

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Ashwin Raju

Zendesk Product Manager

Hi All.. Thank you for your patience.. 
As we mentioned in Relate, we are making Lookup relationship fields pointing to custom objects available in Guide Help center this year for logged in end-users..  Having said that, Lookup relationships pointing to Users and Orgs will not be available to end users. Reason being that we need to build sufficient permission structure for you to safely expose the necessary list of Users and Orgs to end users. 

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Bobby Koch

Zendesk Luminary

Ashwin Raju did that update ever go out for custom objects on the portal? if not, any eta? I do think the effort for adding it for at the very least, organizations, would be nice. The functionality does exist already with the “select your organizaton” drop-down, in some capacity. There are just other scenarios, like a partner account, where this would be a nice feature to be able to use. 

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