Configuring permissions to access custom object records

<body>
<p id="docs-hc-snippet" style="display: none;">Whencreating custom objects, you also need to understand how agents and end users (also calledcustomers) can access the object and its records. On Enterprise plans, this is defined on the Roles page in Admin Center. On all other plans, access is pre-defined for each system role except customer.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can control agent and end-user access to custom object records by setting role-based permissions and applying access rules. Permissions cover viewing, creating, editing, and deleting records, with options for full, limited, or no access. Access rules refine these permissions further, including restrictions by brand or user association. Admins manage these settings to ensure appropriate visibility and interaction with custom objects across roles.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Custom objects &gt;
Objects</span>
</div>
</div>
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5392409465370" target="_blank">creating custom objects</a>, you also need to
understand how agents and end users (also called <em class="ph i">customers</em>) can access the object
and its records. On Enterprise plans, this is defined on the Roles page in Admin Center.
On all other plans, access is pre-defined for each system role except customer. </p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_ayv_dy4_4yb__ul_vnc_3z4_4yb">
<li class="li"><a class="xref" href="#topic_uln_3z4_4yb">About object permissions</a></li>
<li class="li"><a class="xref" href="#topic_sh3_yw4_21c">Configuring object list and search permissions for agents</a></li>
<li class="li"><a class="xref" href="#topic_n1g_bys_3yb">Reviewing system role permissions for agents</a></li>
<li class="li"><a class="xref" href="#topic_yv1_5xs_3yb">Defining permissions for custom agent roles, light agents, and contributors</a></li>
<li class="li"><a class="xref" href="#topic_obw_4w5_gbc">Defining end-user permissions for custom objects</a></li>
<li class="li"><a class="xref" href="#topic_o51_ybc_4gc">Using access rules to refine role-based permissions for custom object records</a></li>
<li class="li"><a class="xref" href="#topic_qsw_tqz_3yb">Viewing a custom object's permissions</a></li>
</ul>
</div>
<p class="p">Related article: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">Refining custom object permissions with access
rules</a></p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_uln_3z4_4yb">
<h2 class="title topictitle2" id="ariaid-title2">About object permissions</h2>
<div class="body">
<div class="p">Permissions to view and interact with custom objects are defined in three parts:<ul class="ul" id="topic_uln_3z4_4yb__ul_zbq_54b_4gc">
<li class="li">Role-based permissions to view, create, edit, and delete an object's
records.</li>
<li class="li">Object-specific access rules further restrict user access to an object's
records in addition to the role-based permissions.</li>
<li class="li">Visibility of an object's records to agents on the Custom object records
page in Support.</li>
</ul>
For example, you might want to define an access rule that allows end users to
see only records associated with them, such as a property they are renting or a work
laptop given to them by the IT department at work. Meanwhile, you might want all
agents to be able to view, search for, and select all properties in lookup
relationship fields.</div>
<div class="p">It's important to understand just how these object permissions are used and enforced.
Specifically:<ul class="ul" id="topic_uln_3z4_4yb__ul_blm_cqz_3yb">
<li class="li">Object permissions determine access to that object's records.</li>
<li class="li">Object permissions are enforced in lookup relationship fields in the Agent
Workspace. Lookup relationship fields will appear blank to agents without
permission to view the target custom object.</li>
<li class="li">Object permissions aren't checked or enforced by placeholders. Agents with
permissions to manage macros and triggers may inadvertently access
information about custom objects this way.</li>
<li class="li">Object permissions aren't captured in reporting.</li>
<li class="li">Use caution if your custom object records contain sensitive data and you
make them visible to end users. Filtering can help limit visibility of a
custom object's records when accessed through the user interface, but
filters don't apply to the <a class="xref" href="https://developer.zendesk.com/api-reference/custom-data/custom-objects/custom_objects/" target="_blank">Custom Objects API</a>. Instead, you
can use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">access rules</a> to restrict access to
a custom object's records in both the user interface and API.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sh3_yw4_21c">
<h2 class="title topictitle2" id="ariaid-title3">Configuring object list and search permissions for agents</h2>
<div class="body">
<p class="p">In addition to defining role-based access to a custom object's records, you can also
control the visibility of individual custom objects and their records to agents
within the Custom object records page in the Agent Workspace. The object list and
search permission doesn't affect the accessibility of the custom object records
within lookup relationship fields; rather, it only determines the content within the
Custom object records page. The default value is All agents and admins.</p>
<div class="p">
<strong class="ph b">To change the list and search permission for a custom object</strong><ol class="ol" id="topic_sh3_yw4_21c__ol_tb4_xq5_21c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_sh3_yw4_21c__image_tm2_1jc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Custom objects &gt;
Objects</strong>.</span></li>
<li class="li">Click the name of the custom object for which you want to view the
permissions, then click the <strong class="ph b">Permissions</strong> tab.</li>
<li class="li">Under <strong class="ph b">Object list and search</strong>, select either <strong class="ph b">All agents and
admins</strong> or <strong class="ph b">Only admins</strong>.<p class="p"><img class="image" id="topic_sh3_yw4_21c__image_bkn_g5r_f1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_objects_record_list_permission.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_n1g_bys_3yb">
<h2 class="title topictitle2" id="ariaid-title4">Reviewing system role permissions for agents</h2>
<div class="body">
<p class="p">On Team, Growth, and Professional plans, agent access to custom objects is
pre-defined for the standard admin and agent roles, but configurable for the light
agent and contributor roles. On Enterprise plans, system admin and agent role access
to custom objects is pre-defined, but <a class="xref" href="#topic_yv1_5xs_3yb">configurable for all custom roles</a> as well as the light agent and
contributor roles.</p>
<p class="p">The following table shows the default permissions for the standard admin, agent,
light agent, and contributor roles.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_n1g_bys_3yb__table_a3k_gys_3yb" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d91e240" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d91e242" style="text-align:left;vertical-align:top;">View</th>
<th class="entry cellrowborder" id="d91e245" style="text-align:left;vertical-align:top;">Edit</th>
<th class="entry cellrowborder" id="d91e248" style="text-align:left;vertical-align:top;">Add</th>
<th class="entry cellrowborder" id="d91e251" style="text-align:left;vertical-align:top;">Delete</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d91e240" id="d91e260" style="text-align:left;vertical-align:top;"><strong class="ph b">Admin</strong></th>
<td class="entry cellrowborder" headers="d91e260 d91e242" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e260 d91e245" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e260 d91e248" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e260 d91e251" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d91e240" id="d91e279" style="text-align:left;vertical-align:top;"><strong class="ph b">Agent</strong></th>
<td class="entry cellrowborder" headers="d91e279 d91e242" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e279 d91e245" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e279 d91e248" style="text-align:left;vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d91e279 d91e251" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d91e240" id="d91e298" style="text-align:left;vertical-align:top;"><strong class="ph b">Light Agent</strong></th>
<td class="entry cellrowborder" headers="d91e298 d91e242" style="text-align:left;vertical-align:top;">No*</td>
<td class="entry cellrowborder" headers="d91e298 d91e245" style="text-align:left;vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d91e298 d91e248" style="text-align:left;vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d91e298 d91e251" style="text-align:left;vertical-align:top;">No</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d91e240" id="d91e317" style="text-align:left;vertical-align:top;"><strong class="ph b">Contributor</strong></th>
<td class="entry cellrowborder" headers="d91e317 d91e242" style="text-align:left;vertical-align:top;">No*</td>
<td class="entry cellrowborder" headers="d91e317 d91e245" style="text-align:left;vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d91e317 d91e248" style="text-align:left;vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d91e317 d91e251" style="text-align:left;vertical-align:top;">No</td>
</tr>
</tbody>
</table>
</div>
* For objects created prior to August 2026, light agents and contributors
had view-only access to custom objects by default. Custom objects created after
August 2026 allow admins to configure light agent and contributor access, but those
roles default to no access.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_yv1_5xs_3yb">
<h2 class="title topictitle2" id="ariaid-title5">Defining permissions for custom agent roles, light agents, and contributors</h2>
<div class="body">
<p class="p" dir="ltr">On all plans, custom object permissions are <a class="xref" href="#topic_n1g_bys_3yb">predefined for the standard admin and agent roles</a> and can't
be changed. However, permissions for light agent and contributor roles can be
configured by admins.</p>
<p class="p">On Enterprise plans, each custom role’s access to custom objects can be managed like
any other role-based permissions using the Roles page in Admin Center or directly
from the object. However, the permissions can also be managed directly from the
object. When a new custom object is created, agents don't have access to it until
permissions are added by an admin or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role with permission</a> to manage
roles.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_uhz_zqc_4gc">
<h3 class="title topictitle3" id="ariaid-title6">Configuring permissions for a single custom object</h3>
<div class="body">
<p class="p">For the most granular control over agent access to a custom object's records, use
the Objects page in Admin Center to edit the object's permissions directly. From
this page, you can grant full or limited access using access rules.</p>
<p class="p">On Team, Growth, and Professional plans, you must manage light agent and
contributor permissions for each custom object individually.</p>
<div class="p">
<strong class="ph b">To manage a role's permission to access a single custom object</strong><ol class="ol" id="topic_uhz_zqc_4gc__ol_nyk_zss_3yb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_uhz_zqc_4gc__image_tm2_1jc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Custom objects &gt;
Objects</strong>.</span></li>
<li class="li">Click the name of the custom object for which you want to view the
permissions, then click the <strong class="ph b">Permissions</strong> tab.</li>
<li class="li">Click the name of the role you want to grant access to your
objects.</li>
<li class="li">In the panel on the right, select the permissions you want the role to
have for the custom object you're editing. For each type of
permission—View, Edit, Add, and Delete—you can select <strong class="ph b">Full
access</strong>, <strong class="ph b">Limited access</strong>, or <strong class="ph b">No access</strong>.<p class="p"><img class="image" id="topic_uhz_zqc_4gc__image_iwq_5qv_jyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/custom_object_v2_assign_access_via_object_2.png" width="200"></p>
</li>
<li class="li">If you select <strong class="ph b">Limited access</strong>, use the drop-down field to select
an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">access rule</a>.<div class="note">
<span class="notetitle">Note:</span> Users must
be able to view all records they have permission to add and modify.
Be mindful of this if configuring different access rules for a
role's view permission than the role's add, edit, or delete
permissions.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_plg_crc_4gc">
<h3 class="title topictitle3" id="ariaid-title7">Configuring permissions for all custom objects</h3>
<div class="body">
<p class="p">On Enterprise plans, you can use the Roles page in Admin Center to quickly grant
custom roles, light agents, or contributors access to the custom objects in your
account. With this approach, any permission you select for an object is full
access to all of that object's records. </p>
<div class="p">
<strong class="ph b">To manage a custom role's access to all custom objects</strong><ol class="ol" id="topic_plg_crc_4gc__ol_zch_1rv_jyb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_plg_crc_4gc__image_d11_mgc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span><p class="p">Alternatively, from within a custom object's Permission tab,
you can click <strong class="ph b">Manage roles</strong> to open the Roles page. </p>
</li>
<li class="li">Click the name of the role for which you want to manage access to your
objects.</li>
<li class="li">Under <strong class="ph b">Custom objects</strong>, select the permissions you want the role to
have for each object: <strong class="ph b">View</strong>, <strong class="ph b">Edit</strong>, <strong class="ph b">Add</strong>, and
<strong class="ph b">Delete</strong>.<p class="p"><img class="image" id="topic_plg_crc_4gc__image_gyl_wrv_jyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_object_v2_permissions_roles_page.png" width="500"></p>
</li>
<li class="li">(Optional) <a class="xref" href="#topic_uhz_zqc_4gc">Refine a role's
permissions</a> for an object with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">access rules</a>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_obw_4w5_gbc">
<h2 class="title topictitle2" id="ariaid-title8">Defining end-user permissions for custom objects</h2>
<div class="body">
<p class="p">Customer permissions to view and interact with custom object records are configured
at the object level. </p>
<p class="p">You can further restrict access to records related to the end user with filters in
the user interface. However, these filters don't restrict access to records through
the <a class="xref" href="https://developer.zendesk.com/api-reference/custom-data/custom-objects/custom_objects/" target="_blank">Custom Objects API</a>. Use caution when
granting end users permission to view custom object records.</p>
<div class="p">
<strong class="ph b">To manage customer permissions to access a custom object's records</strong><ol class="ol" id="topic_obw_4w5_gbc__ol_dkm_xw5_gbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_obw_4w5_gbc__image_tm2_1jc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Custom objects &gt;
Objects</strong>.</span></li>
<li class="li">Click the name of the custom object for which you want to view the
permissions, then click the <strong class="ph b">Permissions</strong> tab.</li>
<li class="li">In the table, click <strong class="ph b">Customer</strong>.</li>
<li class="li">In the panel on the right, select the permissions you want end users to have
for the custom object you're editing. For each type of permission—View,
Edit, Add, and Delete—you can select <strong class="ph b">Full access</strong>, <strong class="ph b">Limited
access</strong>, or <strong class="ph b">No access</strong>.</li>
<li class="li">If you select <strong class="ph b">Limited access</strong>, use the drop-down field to select an
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">access rule</a>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_o51_ybc_4gc">
<h2 class="title topictitle2" id="ariaid-title9">Using access rules to refine role-based permissions for custom object records</h2>
<div class="body">
<p class="p">Access rules are unique to a custom object and are used to refine access to the
custom object's records for <a class="xref" href="#topic_yv1_5xs_3yb">custom
agent roles</a> and <a class="xref" href="#topic_obw_4w5_gbc">end
users</a>.</p>
<div class="p">Access rules are created and managed from the Permissions tab and can be applied to
each role's view, add, edit, and delete permissions for an object separately. It is
important to ensure users who have permission to add, edit, or delete records also
have sufficient permission to view those records, too. Therefore, if a role has full
access to add, edit, or delete an object's records, they must also have full access
to view those records. Similarly, if a role has limited access to add, edit, or
delete an object's records, they must have limited or full access to view those
records.<div class="note">
<span class="notetitle">Note:</span> If you want to restrict access to custom objects based on brand
association, you must create access rules. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290#topic_dtd_j3f_rhc" target="_blank">Using access rules to restrict access by
brand</a>.</div>
</div>
<p class="p">To create and manage access rules, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9586292315290" target="_blank">Refining custom object permissions with access
rules</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_qsw_tqz_3yb">
<h2 class="title topictitle2" id="ariaid-title10">Viewing a custom object's permissions</h2>
<div class="body">
<p class="p">When viewing a custom object, you can see a summary of the permissions by role on the
Permissions tab.</p>
<div class="p">
<strong class="ph b">To view a custom object's permissions</strong><ol class="ol" id="topic_qsw_tqz_3yb__ol_o1x_dss_3yb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qsw_tqz_3yb__image_tm2_1jc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Custom objects &gt;
Objects</strong>.</span></li>
<li class="li">Click the name of the custom object for which you want to view the permissions,
then click the <strong class="ph b">Permissions</strong> tab.<p class="p">Current permissions are reflected
in the table. A check mark indicates the role has full access to an
object's records for that permission, an X indicates the role doesn't
have that permission, and a string indicates the role has the permission
with an access rule applied to restrict access to the object's
records.</p>
<p class="p"><img class="image" id="topic_qsw_tqz_3yb__image_ek2_35x_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_objects_permission_access_rules.png" width="700"></p>
</li>
</ol>
</div>
</div>
</div>
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