Getting started with the Custom Objects API Follow



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    Ignacio De La Llave Lorenzo


    We recently started using the custom resources feature. For now we are mainly testing it and checking if it's something that would improve how we manage information without a big overhead.

    One of the possibilities we see would be to use  custom resources with Insights. Is any information from custom resources being carried through to Insights?


    Thank you,

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    Joseph McCarron

    Hi Ignacio,

    Thanks for your comment. Currently we do not load Custom Resources data into the Insights product, but this is something we are actively exploring and hope to offer in the future. We understand that this will be a particularly valuable integration so it is a top priority for us as we continue to integrate this new feature more deeply into our platform. Stay tuned!

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    Raoul de Grunt


    I am very interested in this feature to improve our internal efficiency by bringing information (like computers) into Zendesk with a customer resource.

    One thing which I am missing, but am very interested in, is to make a relationship between a Zendesk Ticket and a Help Center post. This is currently only possible at ticket creation (in the Via property), but not at a later stage.

    As I am missing the post object in this article, as well as the relationship API documentation, I am asking if this will be implemented.

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    Thomas Verschoren

    Is there an option to retrieve an object from an external data source?

    E.g. Device Serial ABC1234 --> Look up in an external database?

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    Matt Claycomb


    In this article, it is specified that a many-to-many relationship is possible, however I am not finding how. If I attempt to submit a request to the API to create a relation which I believe would handle that (source and target are arrays), I get returned an error saying "Cannot create a relationship type where both source and target are arrays".

    Also, is there a feature request page for having Custom Resources loaded into Insights? That function could greatly benefit our company as well.

    Thank you,

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    Jason Martens

    Hello Matt, to represent many-to-many relationships, you need to create multiple relationship types that go in both directions. Let me know if that doesn't work for you for some reason.

    I'm not sure about the Insights question yet, someone will follow up about that.  

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    Matt Claycomb


    I am not sure I follow. I know in an SQL database, I would have to use an intermediary table. Take the following example, if I want a many-to-many relationship between the Zendesk type ticket and a custom object named "location", I would have to do the following:

    1. Create the custom object type "location".
    2. Create a custom object type "location_ticket".
    3. Create a many-to-one relationship type from "location" to "location_ticket" named "location-has-many-location_ticket".
    4. Create a one-to-many relationship type from "location_ticket" to "location" named "location_ticket-belongs-to-location".
    5. Create a many-to-one relationship type from "zen:ticket" to "location_ticket" named "zen:ticket-has-many-location_ticket".
    6. Create a one-to-many relationship type from "location_ticket" to "zen:ticket" named "location_ticket-belongs-to-zen:ticket"


    Then any time I want to associate a ticket to a location or an additional location, I would need to do the following:

    1. Create an object of type "location_ticket".
    2. Create a relationship of type "location-has-many-location_ticket" between the "location" and the "location_ticket".
    3. Create a relationship of type "location_ticket-belongs-to-location" the other direction between the "location" and the "location_ticket".
    4. Create a relationship of type "zen:ticket-has-many-location_ticket" between the ticket and the "location_ticket".
    5. Create a relationship of type "location_ticket-belongs-to-zen:ticket" the other direction between the ticket and the "location_ticket".


    Can you let me know if I'm on the right track, or completely off base?




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    Jason Martens

    Hi Matt, I think you are on the right track, but I'm not sure you need the `location_ticket` object, unless it's holding additional properties about the relationship. You should be able to create a one-to-many relationship between location -> zen:ticket as well as a one-to-many relationship between zen:ticket -> location. Then when you need to associate a ticket to a location, you would create a ticket -> location relationship for the ticket, and a corresponding location -> ticket relationship if you want to know all tickets associated with a location. 

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    Matt Claycomb


    I think that has me on the right track. I'll test a few things later in our sandbox and see how it goes.

    Thank you for your advice.

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