Using custom objects in ticket triggers

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<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business rules &gt; Triggers</span>
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<p class="p">Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5392409465370" rel="noopener" target="_blank">create</a> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" rel="noopener" target="_blank">custom objects</a> 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.</p>
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<h2 class="title topictitle2" id="ariaid-title2">Using custom objects in ticket triggers</h2>
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<span class="notetitle">Note:</span> A custom object can't be deleted if it's referenced in a Support ticket trigger.</div>
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<p class="p"><strong class="ph b">To use a custom object in a ticket trigger</strong></p>
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<li class="li">Create a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" rel="noopener" target="_blank">custom ticket field</a> that's a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" rel="noopener" target="_blank">lookup relationship field</a> pointing to a custom object.</li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" id="topic_c5b_zkd_3zb__d8e1204" 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">Business rules &gt; Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">Enter a <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong>, and then select an existing <strong class="ph b">Trigger category</strong> for your trigger or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" rel="noopener" target="_blank">create a new one</a>.</li>
<li class="li">Click <strong class="ph b">Add condition</strong> to set up the trigger to meet <strong class="ph b">All</strong> or <strong class="ph b">Any</strong> conditions.</li>
<li class="li">Use the <strong class="ph b">Category</strong> 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 <strong class="ph b">Operator</strong> and <strong class="ph b">Value</strong> for the condition. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882#topic_i3y_fkz_1cb" rel="noopener" target="_blank">Building trigger condition statements</a>.</li>
<li class="li">Click <strong class="ph b">Add action</strong> to set the actions that occur when the trigger conditions are met.</li>
<li class="li">Select an <strong class="ph b">Action</strong> and a <strong class="ph b">Value</strong> for each action you add. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882#topic_ncz_4kz_1cb" rel="noopener" target="_blank">Building trigger action statements</a>.
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
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<li class="li">Click <strong class="ph b">Save</strong>.</li>
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<h2 class="title topictitle2" id="ariaid-title3">Using custom objects in object triggers</h2>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5392409465370#topic_cq4_1sn_lwb" rel="noopener" target="_blank">fields defined for the custom object</a> itself.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6294230624410" rel="noopener" target="_blank">Creating and using object triggers</a>.</p>
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