Announcing brand-based filtering and access rules for custom object records

Announced on | Rollout starts | Rollout ends
March 5, 2026 | March 5, 2026 | March 11, 2026

Zendesk is excited to announce support for referencing brands in custom object record filters and access rules.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

In an enhancement to supporting custom object lookup relationship fields targeting brands, you can now filter custom object records by brand. For example, you can specify a filter on a ticket lookup field targeting a custom object so that only custom object records associated with the ticket's brand are exposed in the ticket lookup field.

Additionally, you can use access rules to restrict user access to custom object records based on the record's brand.

For more information, see Filtering a lookup relationship field's options and Using access rules to restrict access by brand.

Why is Zendesk making this change?

Zendesk understands the need for admins to control which agents can see specific custom data, especially when agents work across multiple brands. Now, instead of agents seeing everything, admins can limit access to custom object records based on the brands the agent and records are associated with. This can be done with access rules to control access to the custom object records themselves, as well as within ticket lookup relationship fields that expose custom object records. Together, these features help keep your custom data secure and ensure agents see only what they need to see for their specific brands.

What do I need to do?

This changes are being rolled out to all accounts with access to custom objects and multiple brands. To use these features, you can add lookup fields for brands to your custom objects, create or update your ticket lookup fields to filter custom objects based on the ticket's brand, and create or modify access rules to include brand-based conditions.

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.