Interacting with related object records in tickets

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Support &gt; Custom objects</span>
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<div class="p">When viewing a ticket in the Zendesk Agent Workspace, you can use the record preview
panel to view details about records that are related to the ticket you're working on
without navigating away from the ticket. Record preview is part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a> and is closed by default. The record preview
displays an empty state until you select a related record you want to preview.<div class="note note">
<span class="notetitle">Note:</span> The
Record preview only supports custom object records. </div>
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<div class="p">This article contains the following topics:<ul class="ul" id="topic_shp_qb1_qyb__ul_mf4_4d1_qyb">
<li class="li"><a class="xref" href="#topic_ttd_ypg_qyb">Setting values in lookup relationship fields on tickets</a></li>
<li class="li"><a class="xref" href="#topic_krs_4d1_qyb">Previewing related records</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ttd_ypg_qyb">
<h2 class="title topictitle2" id="ariaid-title2">Setting values in lookup relationship fields on tickets</h2>
<div class="body">
<div class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">Lookup relationships</a> provide a way to
associate data in your account with other objects. When lookup relationship fields
are added to tickets, they can point to standard Zendesk objects (users,
organizations, and other tickets) or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">custom objects</a>. Populating the lookup field with a
record creates the association and enables the preview functionality. However, to
use the record preview functionality, the following must be true: <ul class="ul" id="topic_ttd_ypg_qyb__ul_sn3_m4x_ryb">
<li class="li">Your account must have at least one custom object.</li>
<li class="li">Your ticket form must have at least one active lookup relationship field
pointing to a custom object.</li>
<li class="li">Within the ticket, a valid value must be set in the lookup field.</li>
</ul>
</div>
<p class="p">When all of these conditions are met, the record preview icon is displayed on the
right side of the workspace and next to each lookup relationship field with a valid
record selected.</p>
<p class="p"><img class="image" id="topic_ttd_ypg_qyb__image_bd3_l44_xyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_object_record_preview.png" width="500"></p>
<p class="p">When setting a value for a lookup relationship field, start typing the record's name
in the lookup field. You can also match custom object records against other
text-based fields within the object. Autocomplete matches are displayed as you type.
When you find what you're looking for, select it to set the field's value and
associate the record with the ticket.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_krs_4d1_qyb">
<h2 class="title topictitle2" id="ariaid-title3">Previewing related records</h2>
<div class="body">
<p class="p">When the lookup field points to a custom object, admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6034260247066#topic_yv1_5xs_3yb" target="_blank">agents with permission</a> can select related records in the
ticket lookup fields and preview details for custom object records that have been
added. In the preview, you can see the first 20 fields with values for the record.
Previewing related records directly in the customer context panel allows you to view
relevant information without navigating away from the ticket. When you need to see
more than 20 fields for a record or you need to modify the record, you can navigate
directly to the record from the preview. </p>
<div class="note note">
<span class="notetitle">Note:</span> You may see only certain fields in the record preview if an admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5768595554714" target="_blank">configured a custom object’s card</a>.</div>
<p class="p">The record preview displays an empty state until you select a related record to
preview.</p>
<div class="p">
<strong class="ph b">To preview a related record</strong><ol class="ol" id="topic_krs_4d1_qyb__ol_kfz_pf1_qyb">
<li class="li">In the ticket fields panel, click the <strong class="ph b">Record preview</strong> icon (<img class="image" id="topic_krs_4d1_qyb__image_xmn_1ng_qyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_record_preview.png">) next to a lookup relationship field.<div class="note note">
<span class="notetitle">Note:</span> The
record preview icon is only visible when a valid value is set in a
lookup field.</div>
</li>
<li class="li">(Optional) If needed, from the record preview, click the <strong class="ph b">View details</strong>
icon (<img class="image" id="topic_krs_4d1_qyb__image_gk4_qdx_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_LURF_ticket_view_details.png">) to navigate directly to the record's details
page.</li>
</ol>
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