Announcing the ability to connect custom object records to your knowledge base articles

Announced on | Rollout starts | Rollout ends
October 15, 2025 | October 15, 2025 | October 16, 2025

Zendesk is excited to announce the ability to use lookup relationship fields to define relationships between custom object records and your Knowledge articles.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, lookup relationship fields have provided a powerful way to build connections between custom object records and Zendesk Support data, but custom objects and Knowledge articles have lived in separate worlds. Connecting articles to custom object records makes it possible to build comprehensive, data-rich catalogs and provide more context to your customers.

For example, you can now:

Link a Product custom object's record to that product's setup and troubleshooting article.

Connect a Location custom object record to an article with the store location's hours and directions.

Associate a Software custom object record with your release notes article.

For more information, see Using lookup relationship fields and Defining a custom object's scheme with custom fields.

Why is Zendesk making this change?

This feature is all about helping you create a more integrated and seamless experience for your agents and customers. Connecting your custom data to your knowledge base gives you the ability to:

Provide contextual support: When customers have a question about a specific item, product, or service, agents don't have to search for the relevant documentation. Instead, they can access it directly from the custom object record.

Improve self-service: Make it easier for customers to find relevant documentation through a catalog of records linked directly to your knowledge base, which reduces their need to contact your customer support.

What do I need to do?

This feature is available to all plans that include Zendesk Knowledge and custom objects. To take advantage of this feature, add a new lookup relationship field to your custom object and select help center article as the related object.

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.