Using the legacy Sunshine Custom Objects app

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<div class="body">
<div class="note important">
<span class="importanttitle">Important:</span> A new custom object experience is available. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">Understanding the new custom objects</a>.<p class="p">If you're using legacy
custom objects, you will continue to have access to your objects, records, and
relationships. All resources to aid in your continued use of legacy custom objects have been
labeled as "legacy." Custom object documentation without the "legacy" label applies only to
the new custom object experience.</p>
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<div class="note note">
<span class="notetitle">Note:</span> The legacy Sunshine Custom Objects app described in this article was never made generally available. It was released in early access and the program was closed. Zendesk is no longer accepting customer requests for this app.
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<p class="p" dir="ltr">With the legacy Sunshine Custom Objects app, agents can see custom object records
related to the ticket requester. In addition to the Zendesk native data objects for storing
and managing your customer data, custom objects provide you the ability to tailor your Zendesk
account to meet your business needs. For example, an e-commerce company might want to use
custom objects to look up information about a customer's orders, and respond with accurate
information about the status of a product's availability.</p>
<p class="p" dir="ltr">The legacy Custom Objects app brings records into the context of a ticket and
requester in Support, reducing an agent's need to navigate multiple interfaces to get a
complete picture of a requester's relationship to your business. The benefits include reduced
solve time and higher CSAT scores. </p>
<p class="p" dir="ltr">To populate the data needed for the app, you'll need to create custom objects,
records, and relationships to users, tickets, and more, through the <a class="xref" href="https://developer.zendesk.com/documentation/conversations/" target="_blank">Sunshine API</a>, or in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834725402" target="_blank">Admin Center</a>. To able to use this app you will need to have
relationships configured between one or more custom objects, and your users, tickets or
organizations. </p>
<p class="p" dir="ltr">The article includes the following sections:</p>
<ul class="ul" id="topic-1__ul_xzj_d11_wkb">
<li class="li"><a class="xref" href="#topic_uec_o41_wpo">About the legacy Sunshine Custom Objects app</a></li>
<li class="li"><a class="xref" href="#topic_xtc_o41_wpo">Viewing or editing related legacy objects</a></li>
<li class="li"><a class="xref" href="#topic_gq2_s11_wpo">Filtering the available records</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles and announcements</strong></p>
<ul class="ul" id="topic-1__ul_kjv_211_wkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834725402" target="_blank">Sunshine custom objects guide for admins</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_uec_o41_wpo">
<h2 class="title topictitle2" id="ariaid-title2">About the legacy Sunshine Custom Objects app</h2>
<div class="body">
<p class="p" dir="ltr">Once you have created relationships to ticket requesters, agents can see the
related object records in the Custom Objects app on the ticket. For instructions on creating
custom objects and relationships, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834725402" target="_blank">Sunshine custom objects guide for admins</a>. Agents can view any of
the related objects which have the following native Zendesk object types as a source: </p>
<ul class="ul" id="topic_uec_o41_wpo__ul_gbn_3wt_gmb">
<li class="li">zen:ticket</li>
<li class="li">zen:organization</li>
<li class="li">zen:user</li>
</ul>
<p class="p">The Custom Objects app contains a tabbed interface that allows agents to either view and
edit related records, or filter records. In the <strong class="ph b">Related</strong> tab, agents select a source,
and then an object from that source for display. </p>
<p class="p"><img class="image" id="topic_uec_o41_wpo__image_tr2_dol_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_source.png" width="240"></p>
<p class="p">When a related record is displayed, agents can click on the record and see the details for
it. Agents who have been granted permissions on the custom object can edit the object's
details. Agents can help keep object record data current by editing inaccurate custom object
records from within the app. </p>
<p class="p">While working on tickets, agents may want to examine other unrelated object records, and to
possibly identify new relationships to create. In the <strong class="ph b">Filter</strong> tab, agents can specify
queries to identify particular object records of interest. When an unrelated object is
identified that should be related to a ticket requester, agents can create a relationship in
the app. For example, an agent learns from another system that the customer has a
subscription that should be linked to her.</p>
<p class="p"><img class="image" id="topic_uec_o41_wpo__image_tr6_pel_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_filter.png" width="240"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xtc_o41_wpo">
<h2 class="title topictitle2" id="ariaid-title3">Viewing or editing related legacy objects</h2>
<div class="body">
<p class="p">When displaying a related object, you select the source or target of a relationship type,
and then you select the specific object from that source that you want to display. You can
select a source for your related-object results from the predefined native Zendesk object
types.</p>
<p class="p" dir="ltr"><strong class="ph b">To select related legacy objects for display</strong></p>
<ol class="ol" id="topic_xtc_o41_wpo__ol_f42_q11_wkb">
<li class="li">In the ticket, select <strong class="ph b">Apps</strong> from the upper-right toolbar.</li>
<li class="li">Expand <strong class="ph b">Custom Objects</strong>.</li>
<li class="li" dir="ltr">Select a relationship type between the ones that exist from the <strong class="ph b">Select
relationship</strong> menu.<p class="p">The app displays a list of custom object results for the
relationship. This example shows the selection of the <span class="keyword apiname">shoes_order</span> relationship from the
zen:user relationships source.</p>
<p class="p"><img class="image" id="topic_xtc_o41_wpo__image_ozn_xc1_wkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_results.png" width="300"></p>
</li>
<li class="li">Click a result to see the object details. <p class="p">For example, an agent may want to examine
the property <span class="keyword apiname">in_stock</span>. The agent notes that the value of the property
is zero, and can respond accordingly to the ticket requester about the
order.</p>
<p class="p"><img class="image" id="topic_xtc_o41_wpo__image_len_oc1_wkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_results.png" width="300"></p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To edit a legacy object's details</strong></p>
<ol class="ol" id="topic_xtc_o41_wpo__ol_f42_q12_wkb">
<li class="li">In the object details, click the edit icon to the right of any of the object's
attributes.</li>
<li class="li">Enter a new value for the attribute.</li>
<li class="li">Click the check mark icon to save your change.<p class="p">The new attribute value is stored in
the object record.</p>
<p class="p"><img class="image" id="topic_xtc_o41_wpo__image_ozn_xc1_wir" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_edit.png" width="300"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gq2_s11_wpo">
<h2 class="title topictitle2" id="ariaid-title4">Filtering the available records</h2>
<div class="body">
<p class="p" dir="ltr">You can filter and display all your available custom object records. </p>
<p class="p" dir="ltr"><strong class="ph b">To filter the displayed records</strong></p>
<ol class="ol" id="topic_gq2_s11_wpo__ol_xvz_x11_wkb">
<li class="li">In the ticket, select <strong class="ph b">Apps</strong> from the upper-right toolbar.</li>
<li class="li">Expand <strong class="ph b">Custom Objects</strong>. </li>
<li class="li">Select the <strong class="ph b">Filter</strong> tab.</li>
<li class="li">Select a custom object type from the <strong class="ph b">Select object</strong> field.</li>
<li class="li">Specify one or more attributes in which to search for a string in the <strong class="ph b">Select
attributes</strong> field.</li>
<li class="li">Specify a full-word string for which you want to search in the <strong class="ph b">Includes</strong> field.
<p class="p">For example, you enter Acme as a brand name. Note these considerations:</p>
<ul class="ul" id="topic_gq2_s11_wpo__ol_d2r_cb5_gmb">
<li class="li">You should enter a string value that matches a full word. An exact match must be
found.</li>
<li class="li">Entering a full word will return results that include multiple-word phrases.<p class="p">For
example, a search for the string "Acme" will also return "Acme
Corporation".</p>
</li>
</ul>
<p class="p"><img class="image" id="topic_gq2_s11_wpo__image_ozn_xc1_wkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_filter.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Filter</strong>.<p class="p">The app displays a list of results for your search criteria.
</p>
<p class="p"><img class="image" id="topic_gq2_s11_wpo__image_ozn_xt1_yir" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_results2.png" width="300"></p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To edit an object</strong></p>
<ol class="ol" id="topic_gq2_s11_wpo__ol_xvz_x11_ukb">
<li class="li">In the results on the <strong class="ph b">Filter</strong> tab, click an object to view its details.</li>
<li class="li">Click the edit icon to the right of any of the object's attributes.</li>
<li class="li">Enter a new value for the attribute.</li>
<li class="li">Click the check mark icon to save your change.<p class="p">The new attribute value is stored in the object record.</p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To add a relationship to a legacy object</strong></p>
<p class="p">Agents can relate a found object from the <strong class="ph b">Filter</strong> tab to zen:user, zen:ticket, or
zen:organization sources. When doing so, agents select one of the existing relationships for
the selected source.</p>
<ol class="ol" id="topic_gq2_s11_wpo__ol_xvz_x11_uyb">
<li class="li">Review the results on the <strong class="ph b">Filter</strong> tab. You can click an object to view its
details.</li>
<li class="li">Click the plus icon to the right of the object for which you want to create a
relationship.</li>
<li class="li">Select a source from the <strong class="ph b">Relate to</strong> menu to create a relationship.<p class="p"><img class="image" id="topic_gq2_s11_wpo__image_oyr_xc1_wkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_obj_app_relate.png" width="300"></p>
<p class="p">You can see the new relationship in the
<strong class="ph b">Related</strong> tab. </p>
<p class="p">Note these considerations that may affect your results:</p>
<ul class="ul">
<li class="li">Only the relationships that involve the selected source in the first step relating
dropdown (zen:user, zen:ticket, and zen:organization) <em class="ph i">and</em> the currently
selected object type (here: shoes), will be displayed.</li>
<li class="li">The <strong class="ph b">Filter</strong> tab doesn't filter out objects that are already related. This is
because it is possible to relate an object to a source through different relationship
types, although this is not a recommended practice.</li>
</ul>
</li>
</ol>
</div>
</div>
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