Understanding relationship fields

<body>
<p id="docs-hc-snippet" style="display: none;">In Zendesk, there are a variety of standard relationships between Zendesk objects, such as users and tickets (requester, assignee, followers), tickets and organizations, agents and groups, and so on. These standard relationships can be one-to-many, many-to-many, or hierarchical (parent-child). These three types of relationships can also be defined by admins using custom relationship fields between standard and custom objects within Zendesk to capture their unique data. This article describes the relationships, how the relationship fields can be used, and how to view related records.</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 create custom relationship fields to connect data between users, tickets, organizations, and custom objects using one-to-many, parent-child, or many-to-many relationships. These fields help you view related records and use relationships in business rules like triggers and views. Relationship fields support filtering, permissions, and placeholders for dynamic data, enhancing how you manage and automate workflows based on linked records.</p>
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<div class="body">

<p class="p">In Zendesk, there are a variety of standard relationships between Zendesk objects, such
as users and tickets (requester, assignee, followers), tickets and organizations, agents
and groups, and so on. These standard relationships can be one-to-many, many-to-many, or
hierarchical (parent-child). These three types of relationships can also be defined by
admins using custom relationship fields between standard and custom objects within
Zendesk to capture their unique data. This article describes the relationships, how the
relationship fields can be used, and how to view related records.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_kkt_bzy_hkc__ul_q1z_w51_3kc">
<li class="li"><a class="xref" href="#topic_g2s_xhz_hkc">Understanding the types of custom relationships</a></li>
<li class="li"><a class="xref" href="#topic_lpr_vlz_hkc">Viewing related records</a></li>
<li class="li"><a class="xref" href="#topic_ajs_hpz_hkc">Using relationship fields in business rules</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_g2s_xhz_hkc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the types of custom relationships</h2>
<div class="body">
<div class="p">There are three types of custom relationship fields admins can use to connect their
data in Zendesk:<ul class="ul" id="topic_g2s_xhz_hkc__ul_mmn_ycz_hkc">
<li class="li"><a class="xref" href="#topic_lkx_ycz_hkc">One-to-many relationships (lookup)</a></li>
<li class="li"><a class="xref" href="#topic_i44_zcz_hkc">Parent-child relationships</a></li>
<li class="li"><a class="xref" href="#topic_czm_1dz_hkc">Many-to-many relationships (multi-lookup)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_lkx_ycz_hkc">
<h3 class="title topictitle3" id="ariaid-title3">One-to-many relationships (lookup)</h3>
<div class="body">
<div class="p">One-to-many relationships are defined through <em class="ph i">lookup fields</em>. A lookup
relationship can be expressed as follows:
<pre class="pre codeblock" id="topic_lkx_ycz_hkc__codeblock_esc_fs1_3kc"><code><strong class="ph b">source object</strong> → <strong class="ph b">related object</strong></code></pre>
</div>
<p class="p">A lookup relationship field is a custom field that lets you look up and select
from a list of users, organizations, tickets, custom object records, brands, or
articles in your Zendesk account. The following example shows a lookup
relationship field on a ticket. When a team member clicks the field, an
auto-populated list of options is provided as you type in the field. You don't
have to define the options yourself, as you do for other dropdown custom fields,
although you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770#topic_t14_w3l_5tb" target="_blank">filter</a> the available options when
defining the field.</p>
<p class="p"><img class="image" id="topic_lkx_ycz_hkc__image_lhb_nw2_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lookup-relationship-field-example.png" width="250"></p>
<p class="p">After selecting a record in a ticket lookup relationship that points to a custom
object, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6097369527322" target="_blank">preview the record details within the
ticket</a>.</p>
<p class="p"><img class="image" id="topic_lkx_ycz_hkc__image_kfl_ccz_k1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lookup-relationship-field-record-preview-example.png"></p>
<p class="p">After selecting a record in a user, organization, or custom object lookup
relationship field, you can view the record details by clicking the field
name:</p>
<p class="p"><img class="image img-screenshot" id="topic_lkx_ycz_hkc__image_o5r_bjh_vtb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lookup-relationship-field-name-link.png" width="250"></p>
<p class="p">Records of the source object can be related to none, one, or many records of the
target object. This relationship is established by adding a lookup field to the
first object and selecting the second object as the target of the lookup
field.</p>
<p class="p">Custom lookup fields are available on all Zendesk Suite and Support plans. The
can be added to tickets, users, organizations, and custom objects.</p>
<div class="p">Consider the following when using lookup fields:<ul class="ul" id="topic_lkx_ycz_hkc__ul_bnk_wmz_hkc">
<li class="li">Suite Team and Growth plans can have a maximum of 5 lookup relationship
fields per object.</li>
<li class="li">Suite Professional plans and above can have a maximum of 10 lookup
relationship fields per object.</li>
<li class="li">The related object for lookup fields can be a ticket, user,
organization, or the name of another custom object. When addint a lookup
field to custom objects, the related object can also be articles or
brands.</li>
<li class="li">In most cases, you'll want to define a subset of records for the options
in your lookup field. The filter options available vary by object.</li>
<li class="li">Only lookup fields pointing to custom objects can be visible to end
users. Furthermore, end users must be signed in to see lookup fields in
ticket forms.</li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">Creating lookup relationship
fields</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_i44_zcz_hkc">
<h3 class="title topictitle3" id="ariaid-title4">Parent-child relationships</h3>
<div class="body">
<p class="p">Parent-child relationships are hierarchical one-to-many relationships defined
through <em class="ph i">parent-child fields</em>. Records of the parent object can be related
to none, one, or many records of the child object. This relationship is
established by adding the parent-child field to the child object and selecting
the parent object as the target. Child objects can't exist outside of the
context of the parent record. Therefore, the parent record has complete control
over the lifecycle for child records, especially as it relates to data
deletion.</p>
<p class="p">When creating the parent-child relationship, you can decide whether the child
objects inherit the parent object's permissions. </p>
<p class="p">Custom parent-child fields are available on Zendesk Suite Professional plans and
above and Zendesk Support Enterprise plans. Parent-child fields can be added to
custom objects only.</p>
<div class="p">Consider the following when using parent-child fields:<ul class="ul" id="topic_i44_zcz_hkc__topic_wx5_lcf_2jc_ul_e1n_pcf_2jc">
<li class="li">Parent-child relationship fields are added to the child objects.
Currently, only custom objects are supported as child objects.</li>
<li class="li">Parent-child relationship fields support tickets, users, organizations,
and custom objects as parent objects. Parent-child relationships don't
support articles, brands, or groups as the parent object.</li>
<li class="li">Each object can be configured as the child object for a maximum of two
parent relationships.</li>
<li class="li">There is no limitation to the number of child objects a parent object
can have.</li>
<li class="li">If an object is the child to more than one parent object, only one of
the parent object's permissions can be inherited.</li>
<li class="li">Child objects can't be parents to other objects.</li>
<li class="li">Parent-child relationship fields can't be added if either object already
has records.</li>
<li class="li">Deleting a parent record also permanently deletes all associated child
records.</li>
<li class="li">Parent-child relationship fields can be deleted from the child object,
but this action is permanent and results in the loss of all relationship
data.</li>
<li class="li">Roll-up summary fields are supported for parent-child relationships with
a custom object parent only.</li>
<li class="li">Roll-up summaries can summarize a maximum of 10,000 child records per
field. If the parent has more than 10,000 child records, the roll-up
summary can't be calculated.</li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10689819118746" target="_blank">Defining parent-child relationships for
custom objects</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_czm_1dz_hkc">
<h3 class="title topictitle3" id="ariaid-title5">Many-to-many relationships (multi-lookup)</h3>
<div class="body">
<p class="p">Many-to-many relationships are defined through <em class="ph i">multi-lookup fields</em>.
Records of the first object can be related to none, one, or many records of the
second object, and records of the second object can be related to none, one, or
many records of the first object. For example, a feedback ticket can be linked
to multiple products, and each product can be part of multiple feedback
tickets.</p>
<p class="p">Custom multi-lookup fields are available on Zendesk Suite Professional plans and
above and Zendesk Support Enterprise plans. Multi-lookup fields can be added to
tickets only. However, if you need to create many-to-many relationships for
other objects, you can use a custom object with two lookup fields to capture
this.</p>
<div class="p">Consider the following when using multi-lookup fields:<ul class="ul" id="topic_czm_1dz_hkc__ul_wnz_lnz_hkc">
<li class="li">Multi-lookup field values count towards <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">custom object record</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994" target="_blank">data storage</a> limits.</li>
<li class="li">Multi-lookup fields can have a maximum of 20 targets.</li>
<li class="li">Multi-lookup fields are supported in the standard Copenhagen help center
and in custom help center themes based on v1 - v3. If you are using a
custom v4 theme, you must manually update it before multi-lookup ticket
fields can be made visible to end users or used in the service
catalog.</li>
<li class="li">Currently, multi-lookup fields aren't supported in reporting.</li>
<li class="li">Multi-lookup fields can be referenced in action flows as an array input
to a loop step to return all selected values.</li>
<li class="li">Multi-lookup fields can be used in business rules and referenced in
placeholders using the field ID, similar to any other ticket field:
<code class="ph codeph">{{ticket.ticket_field_&lt;field_id&gt;}}</code>. For
multi-lookup fields, this placeholder returns a comma-separated list of
target records.<div class="p">To retrieve data from a multi-lookup field's target
record through a placeholder, you could use Liquid markup similar to
the
following:<pre class="pre codeblock" id="topic_czm_1dz_hkc__codeblock_egv_g1d_hkc"><code>{% for t in ticket.ticket_field_&lt;field_id&gt; %}
{{ t.name }}: {{ t.id }}
{% endfor %}</code></pre>
</div>
</li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8415083900698" target="_blank">Creating many-to-many
relationships</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lpr_vlz_hkc">
<h2 class="title topictitle2" id="ariaid-title6">Viewing related records</h2>
<div class="body">
<p class="p">Establishing relationships between records is important for building out your complex
data model. However, it's equally important to see and interact with those
relationships within Zendesk. Each user profile, organization, and custom object
record displays a list of related records. For tickets, related records are visible
as values within the ticket fields and clicking on a value in a relationship field
opens the related record's details in a new tab in Support.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_i11_lxx_ryb">
<h3 class="title topictitle3" id="ariaid-title7">Viewing records related to users and organizations</h3>
<div class="body">
<p class="p" dir="ltr">Each Zendesk Support profile for a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490-Viewing-and-editing-your-user-profile-in-Zendesk-Support" target="_blank">team member</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">end user</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846640410#topic_rqt_442_vlb" target="_blank">organization</a> includes a <strong class="ph b">Related
</strong>tab that lists all related source objects. The information is grouped by the
type of source object (<strong class="ph b">Tickets</strong>, <strong class="ph b">Organizations</strong>, <strong class="ph b">Users</strong>, or
<strong class="ph b">Custom objects</strong>) and the specific lookup field.</p>
<p class="p" dir="ltr">In the following example of a team member profile, tickets have a
lookup relationship field called <em class="ph i">Driver</em>. If Annie Porter is selected in
the <em class="ph i">Driver </em>field, that ticket appears under the <strong class="ph b">Related</strong> tab on her
team member profile. It’s grouped by the type of source object, <strong class="ph b">Tickets</strong>,
and the name of the lookup field, <em class="ph i">Driver</em>. </p>
<p class="p"><img class="image img-screenshot" id="topic_i11_lxx_ryb__image_rgm_p35_z5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/related_tab_user_profile.png" width="600"></p>
<p class="p">The <strong class="ph b">Related</strong> tab doesn’t appear on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835078810" target="_blank">user profiles in your help center</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_ejy_mxx_ryb">
<h3 class="title topictitle3" id="ariaid-title8">Viewing records related to tickets</h3>
<div class="body">
<div class="p">Within a ticket, lookup relationship fields are displayed like any other fields
in the ticket field panel. For lookup fields pointing to organizations, users,
or other tickets, clicking on the field opens the record in a new tab in
Support. If the lookup field points to a custom object, you can view the
record's details within the context panel without navigating away from the
ticket you're working on. <div class="note" id="topic_ejy_mxx_ryb__note_scy_44z_hkc">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050" target="_blank">Archived tickets</a> aren't included
in lists of related records.</div>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6097369527322" target="_blank">Interacting with related object records in
tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_mqc_ywx_ryb">
<h3 class="title topictitle3" id="ariaid-title9">Viewing records related to custom objects</h3>
<div class="body">
<p class="p">Similar to users and organizations, when you view a custom object record's
details, you'll see all values for all of the object's fields on the left and
then a list of related records grouped by the source object's type on the right. </p>
<div class="p">When viewing the list of related records, the source object's type is indicated
by one of the following icons, the source object's name, and then the lookup
relationship field's name is in bold and parentheses.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mqc_ywx_ryb__table_btb_2wy_ryb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e423" style="text-align:left;vertical-align:top;">Icon</th>
<th class="entry cellrowborder" id="d89e426" style="text-align:left;vertical-align:top;">Source object</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e423" style="text-align:left;vertical-align:top;"><img class="image" id="topic_mqc_ywx_ryb__image_llp_p3d_nwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_related_custom_object_record.png" width="16"></td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Custom object</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e423" style="text-align:left;vertical-align:top;"><img class="image" id="topic_mqc_ywx_ryb__image_qft_lzx_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_related_org_record.png" width="16"></td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Organization</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e423" style="text-align:left;vertical-align:top;"><img class="image" id="topic_mqc_ywx_ryb__image_jhq_nzx_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_related_user_record.png" width="16"></td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">User</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e423" style="text-align:left;vertical-align:top;"><img class="image" id="topic_mqc_ywx_ryb__image_jpm_jgz_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_related_ticket_records.png" width="18"></td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Ticket</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">
<div class="note" id="topic_mqc_ywx_ryb__note_iqt_r4z_hkc">
<span class="notetitle">Note:</span> Related articles and brands aren't reflected in the
related records list. Instead, the related article and brand values are
visible only within the record's fields. Related articles in a custom object
record function as a hyperlink to the article.</div>
</div>
<p class="p">The following example shows the details for record <em class="ph i">256</em> of the
<em class="ph i">Project</em> custom object. In addition to the specific details about
project 256, you can also see that this project is related to 3 tickets via a
lookup relationship field on the ticket (<img class="image" id="topic_mqc_ywx_ryb__image_vcf_v3y_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_custom_object_related_ticket_records.png">) named <em class="ph i">Project Code</em> that points to the
<em class="ph i">Project</em> object. </p>
<p class="p"><img class="image" id="topic_mqc_ywx_ryb__image_y3x_k1y_ryb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_object_related_records.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_ajs_hpz_hkc">
<h2 class="title topictitle2" id="ariaid-title10">Using relationship fields in business rules</h2>
<div class="body">
<p class="p">Relationship fields can be used in business rules the same way most custom fields are
used. This includes triggers, views, omnichannel routing queues, SLAs, and deletion
schedules. </p>
<p class="p">When adding a condition to a trigger or view, any relationship fields also appear in
the list options. In the following example, the first condition of a trigger is a
user lookup field named <em class="ph i">Support Manager</em>. The trigger only fires for tickets
associated with the support manager named Jennifer Hanson.</p>
<p class="p"><img class="image" id="topic_ajs_hpz_hkc__image_hrw_ppz_hkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lookup-relationship-field-condition.png" width="500"></p>
<p class="p">You can also use relationship fields in the actions of your triggers. In the
following example, the action sets the value of the organization lookup relationship
field named <em class="ph i">Company Organization</em> to Northwest Region when the trigger fires. </p>
<p class="p"><img class="image" id="topic_ajs_hpz_hkc__image_vk4_vpz_hkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lookup-relationship-field-action.png" width="500"></p>
<p class="p">In addition to using the record name specified in lookup fields in trigger conditions
and actions, you can also reference the related record's fields within your
conditions and actions. For example, if you have a ticket lookup relationship field
named <em class="ph i">Software requested</em> that points to a custom object named
<em class="ph i">Software</em>, you could use the Software requested lookup field to create
conditions and actions around the record selected within the lookup field—as in a
record is or isn't present, or the record's name is or isn't set to a specific
value—or you can reference other fields within the record, such as a <em class="ph i">Approval
required</em> checkbox being selected or not within the record related to the
ticket. For more information about using lookup relationship fields that target
custom objects in triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5928347565082" target="_blank">Using custom objects in triggers</a>.</p>
<p class="p">You can also use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">placeholders</a> to retrieve information about the target
record in a lookup relationship field. This is true for lookup fields pointing to
other tickets, users (requester), and organizations. The ID can then be used in API
requests, such as to assign the ticket to the user specified in a lookup field or
notify the manager of the user specified in a lookup field that their approval is
required.</p>
</div>
</div>
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