Managing custom object records

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Support | Enterprise

The Custom objects records page in Support provides a comprehensive list of custom object records an agent has permission to access. From this page, agents and admins can add, search for, view, and manage custom object records.

This article contains the following topics:

Viewing a custom object record

Editing a custom object record

Deleting a custom object record

Viewing a custom object record

When accessing the records page, you must select a custom object from the list to see its records. The objects are displayed in alphabetical order. Only objects you have permission to view records of are included. If an object has no records yet, an empty list is returned.

To help you keep track of the object the record belongs to, the record tab in agent workspace includes the object's name as a subtitle.

Within a custom object record, you can view and manage the values in the record's fields, the record's relationships, and view the record's event history.

To view a custom object's record

In Support, click Custom objects ( ) in the sidebar.

Select the custom object for which you'd like to view a record.

Scroll or search for the record you want to view.

Click the record's name to view the record's details.
Note: When viewing a record's details, clicking the name of any related record will open that related record's details in a new tab within Support.

Editing a custom object record

After a record is created, you might need to go back and add more information or update existing information. To help you keep track of the object the record belongs to, the record tab in agent workspace includes the object's name as a subtitle.

Admins and agents with permission can edit records.

To edit a custom object's record

In Support, click Custom objects ( ) in the sidebar.

Select the custom object for which you'd like to view a record.

Scroll or search for the record you want to edit.

Click the record's name to view the record's details, then click Edit.

Modify any field values in the record as needed.

Add, replace, or remove record icons as needed.

View, download, add, or remove attachments as needed.

Click Save.

Adding, replacing, or removing record icons

If a custom object is configured to allow record icons, you can add, replace, or remove a record icon when editing a record.

To modify a record's icon

In Support, click Custom objects ( ) in the sidebar.

Select the custom object for which you'd like to view a record.

Scroll or search for the record you want to edit.

Click the record's name to view the record's details, then click Edit.

Click the icon next to the record's name and select:

Upload image icon: Add or replace an icon for the record.

Remove: Removes an icon for the record. A placeholder will be displayed instead.

Click Save.

Viewing, adding, and removing attachments

If a custom object is configured to allow attachments, admins and agents with permission to edit the custom object's records can add, preview, download, and remove attachments when editing a record. Deleting an attachment is permanent and can't be undone.

To modify a record's attachments

In Support, click Custom objects ( ) in the sidebar.

Select the custom object for which you'd like to view a record.

Scroll or search for the record you want to edit.

Click the record's name to view the record's details, then click the Attachments tab.

From the Attachments tab, you can:

Add an attachment.

Click the name of an attachment to see a preview.

Click the name of an attachment and then, in the preview, click Download to download the attachment.

Click the delete icon ( ) next to an attachment, and then click Delete attachment in the confirmation dialog to remove the attachment from a record.

Deleting a custom object record

In some cases, you might need to delete a record. Maybe it was created by mistake or things changed and it's no longer needed. Deleting records permanently removes the data from your account. It can't be recovered. Although they appear empty in the agent workspace, lookup fields retain their values even after the selected record is deleted. To help you keep track of the object the record belongs to, the record tab in agent workspace includes the object's name as a subtitle.

Admins and agents with permission can delete custom object records.

To delete a custom object's record

In Support, click Custom objects ( ) in the sidebar.

Select the custom object for which you'd like to view a record.

Scroll or search for the record you want to delete.

Click the record's name to view the record's details, then click Delete.

In the confirmation dialog, click Delete.