Ashwin Raju

That is quite a delayed response from us.. Sorry about that..  Let me understand your use case better. 

Object 1 - Product with fields like Product name, Description, Category etc. 

eg of a record - Macbook Pro 2024, The best Mac ever, Macbook
Object 2 - Product purchase with fields like Serial number, Product, Purchase date, Organization etc. 
eg: #123424,Macbook Pro 2024, 21 Aug 2025, Big Technology

Do you want the end user to select #123424 ? Or in other words, what will your lookup relationship point to? - Object 1 or Object 2?

hi Tim W..  This has been a fairly common request.. We are working on building field dependencies using Dynamic filtering on Lookups. 
For example: If I select the Product category as iPhone, the Product Lookup should show only the results where the Category in the Product object matches with Category on the ticket. 
We are trying to complete it this quarter.. However, feature release could be next quarter. 

Zendesk is pleased to announce enhancements to the custom object records lists.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

The lists of custom object records now include the object's first three custom fields as columns in the table, in addition to the record's name, date created, and last updated date which have always been included.

In the following example, Product category, Available in, and Discontinued are arranged as the first three custom fields defined for the object and are therefore visible as columns in the record list.

Additionally, the record lists can now be sorted by name and last updated date. 

Why is Zendesk making this change?

These changes are designed to make the Custom object records page easier and more efficient to use. Sorting the record lists by key columns makes it easier to find specific records, and including the most important information about records in the list view means agents can more efficiently find what they need. 

What do I need to do?

This change is available to all accounts with custom objects. No action is required, but admins can review and reorder the fields for each custom object to ensure the most useful fields are listed first. Agents can begin using the new sort options for columns when viewing record lists.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Ole Rosland - I would need to research on this capability.. I know Dropdowns use this format to define nesting.. And we are introducing something similar to nesting pretty soon, wherein you can select the Product category field as iPhone and your Product Lookup will show only the Products with Category as iPhone

hi Ahmed..The release that we had enables to you configure if the name of the record should be unique. This enables you to identify the record based on the name. 

https://developer.zendesk.com/api-reference/custom-data/custom-objects/custom_object_records/#delete-custom-object-record-by-external-id-or-name

This update does not change how external ids work.. External IDs are always unique and can still be used to identify the record. 

Uniqueness of the record is especially useful in cases like Products, Orders, Contracts etc where the name is a unique identifier in the source record and you dont want to store the same field as an external id as well in Zendesk so as to achieve data synchronization.

Hi Stephen.. I am a little confused regarding the scenario..  Lets take the below example. An end user logs in and initiates a service request. If the end user has only Organization, it is automatically selected behind the scenes.. And the filters that you have built on the lookup relationship should automatically work even for End user.. If the End user is associated with multiple organizations, then the default organization is automatically selected and the end user is given the option of changing the organization. And based on the organization selected, the filter will change accordingly.
In this case, if I select Cool Beans cafe, the Device Lookup relationship will show up all the devices associated with Cool beans cafe.. If the End user was only associated with Cool beans cafe, it will automatically work.. If the end user isn't associated with a Device, none of the devices will show up.  

hi Nicholas H - its fixed now. 

hi Nicholas H -  That is a bug in the older versions.. We just found that today morning.. We are fixing as soon as we can.. 

hi Dean, Federico - We have thought about it.. However, before we enable that, we need to support default permissions on custom objects..At this point we dont have it in our roadmap.. However, I will capture this as a feedback and design how we can enable this use case for you.