Using custom objects in ticket triggers

Location: Admin Center > Objects and rules > Business rules > Triggers

Admins can create custom objects to capture data that doesn't fit into Zendesk's standard objects (tickets, users, and organizations). Then, agents can add that information to Zendesk by creating custom object records. To use custom objects and their records with ticket triggers, a ticket must have a defined lookup relationship field that points to a custom object.


Using custom objects in ticket triggers



Note: A custom object can't be deleted if it's referenced in a Support ticket trigger.

To use a custom object in a ticket trigger

Create a custom ticket field that's a lookup relationship field pointing to a custom object.
In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
Click Add trigger.
Enter a Name and Description, and then select an existing Trigger category for your trigger or create a new one.
Click Add condition to set up the trigger to meet All or Any conditions.
Use the Category dropdown to select the lookup relationship field or a related object's field or record that you want to use as a condition. Then select an Operator and Value for the condition. See Building trigger condition statements.
Click Add action to set the actions that occur when the trigger conditions are met.
Select an Action and a Value for each action you add. See Building trigger action statements.

Note: Lookup relationship fields can only be used in notification actions. Specifically, when the lookup relationship field exists on the ticket object and points to a custom object that is related to a user, you can email a user and assign a ticket to a user.

Click Save.




Using custom objects in object triggers

In addition to using custom objects related to tickets in ticket triggers, object triggers provide a way for admins to create triggers oriented around custom object record creation and updates. The conditions and actions available depend entirely on the fields defined for the custom object itself.
For more information, see Creating and using object triggers.



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