Today, Custom Objects shows promise in allowing developers to create relationships between custom records and built-in Zendesk records. Thus, whenever I display a user, I can also display any objects that have been created and are related to the user. This can be a record of a phone call, an order, a product, a subscription, or any other type of object.
However, I can only retrieve objects by one of the following methods:
- Hitting the Show Object Record endpoint with the automatically-assigned unid of the object
- Using the List Object Records endpoint to show a list of all the object of a given type
- Surfacing the object as part of a set of related records to another object using the List Related Object Records endpoint
This does not unlock the full capability that custom objects seems to promise. Suppose I want to access objects based on some other field saved in the Attributes of the object type for the following example use cases:
- List orders by Status, to show those that are not yet shipped, and showing the related customers so I can message them
- List Products by name "Widget 1" with their associated tickets, so I can check for trends in product quality
- List subscriptions with status "expired", and the related tickets, so I can correlate ticket activity or agent support quality with subscription churn.
In such a case, I would want to be able to query by the object attributes using a custom application (or, even better, in Zendesk Explore) to surface the data. Further, this might solve the use case raised in my feature request about assigning arbitrary IDs: https://develop.zendesk.com/hc/en-us/community/posts/360004407987-Feature-Request-Allow-Developers-to-Set-Arbitrary-Custom-Object-IDs
Further, use cases 1 and 3 above are great examples of potential Connect campaigns (either for customer updates, or subscription win-back), and highlight how incorporating all custom object record types and their attribute values into the Connect dataset will greatly enrich that product and empower service teams that use it.
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