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More than one custom object record in a single ticket

Related products:Freshdesk
  • January 3, 2023
  • 5 replies
  • 151 views
H
Contributor
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Hi there,

custom objects is a nice feature to extent functionality. Unfortunately it is not possible to choose/link more than one record of a custom object in a single ticket. In our use case it would be great to have the option that a customer or agent can choose several records of a custom object (e.g. product numbers) in one ticket.

It would be great to have this functionality.

Thanks.

5 replies

S
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  • Sona_Senthil
  • Community Debut
  • January 3, 2023

Hi @Hooperman,

 

I believe we can associate multiple records to a ticket if the lookup relationship type is set to “Many to one” for the target object “Ticket” in the specific custom object’s settings as seen below. 

 

This would then allow multiple records of the custom object to be associated with the ticket as seen in the following screenshot.

 

Please let me know if I’ve misunderstood your query.

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

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H
Contributor
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  • Hooperman
  • Author
  • Contributor
  • January 3, 2023

Hi @Sona_Senthil,

thank you for your feedback. This is exactly what I need. Great. When contacting your support via chat this morning the answer was NO, That’s why I posted this here as an idea for improvement.

One additional question: the second screenshot shows the agent’s point of view. Can a customer during creation of a ticket associate multiple records as well? What’s the correct setup for this?

Thank you.

Regards

André 

 

S
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  • Sona_Senthil
  • Community Debut
  • January 4, 2023

Hi @Hooperman,

 

I don’t think it’s possible for customers to associate multiple records to a ticket at the moment. In the “Lookup Relationship” field settings under Admin->Ticket Fields, we can only associate 1 record to 1 ticket or 1 record to multiple tickets as seen below.

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

H
Contributor
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  • Hooperman
  • Author
  • Contributor
  • March 29, 2023

After talking to a Freshworks Technical Manager I now understand that I need a many-to-many connection for my specific needs. And this is currently not available in Freshdesk. 

I would love to see this feature in one of the upcoming updates to increase functionality of custom objects.

Thanks.  

    JCMLI1973
    Skilled Expert
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    • JCMLI1973
    • Skilled Expert
    • July 11, 2023

    After talking to a Freshworks Technical Manager I now understand that I need a many-to-many connection for my specific needs. And this is currently not available in Freshdesk. 

    I would love to see this feature in one of the upcoming updates to increase functionality of custom objects.

    Thanks.  

    I believe you might be trying to do the same as me. can you elaborate? im having problems associating more than one custom object record to a contact, everytime i link a contact to a record of a custom object it cancels out the one beofre - meaning only allowing one

     

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