FAQs: Custom lookup fields | Zoho Desk

FAQs: Custom lookup fields

Overview

What is a custom lookup field?
A custom lookup field connects records across modules, allowing users to associate one record with a related record and view relevant context without manually re-entering information.

For example, a custom Supervisor lookup on a ticket can link the ticket to a Contact record. An agent handling the ticket can then identify the relevant supervisor directly from the ticket.
How does a custom lookup field improve support operations?
A custom lookup field brings related data into the agent’s workflow, helping agents find contextual information while resolving tickets. It can also reduce incorrect associations by narrowing the records available during lookup searches.

For instance, a ticket can be associated with the appropriate contact, account, or another ticket, allowing agents to work with connected information instead of searching across modules separately.
In which modules can custom lookup fields be created?
Custom lookup fields can be created only in the following modules:
  1. Contacts
  2. Accounts
  3. Tickets
The related module selected for a custom lookup can also be Accounts, Contacts, or Tickets.

Field Configuration

What relationship can a custom lookup field create?
A custom lookup field creates a one-to-many relationship between records. This lets one record be associated with related records in another module.

For example, a custom lookup added to Tickets can link multiple tickets to a single Contact. The Contact record can then display those associated tickets in a dedicated subtab.
Can a custom lookup field be made mandatory?
Yes. Administrators can mark a custom lookup field as mandatory, requiring users to select a related record before they save the record.

For example, if every ticket must be assigned to a responsible supervisor, the Supervisor lookup field can be made mandatory so tickets are not created without that association.
Can instructions be added to a custom lookup field?
Yes. Administrators can add a tooltip to provide guidance while users enter or select a lookup value.

For example, a tooltip for a Related Account lookup can instruct agents to select the customer account responsible for the request, rather than an account mentioned only incidentally in the ticket.

Search and Filtering

Can lookup search results be filtered?
Yes. Administrators can set filters to limit which records appear as lookup suggestions. This helps users find and associate the correct record more quickly.

For example, a Supervisor lookup can be filtered to show only Contacts who are located in Boston, belong to ABC Constructions, and have the job title “QC Inspector.”
Can administrators control which fields are used to search for lookup records?
Yes. Administrators can choose the fields that users can search when selecting a value in a custom lookup field. This helps narrow search results and makes it easier to identify the right related record.

For example, users may search for a related Contact using fields that distinguish individuals with similar names, rather than relying on a broad record list.
Can related records be shown from the linked module?
Yes. Administrators can add a subtab in the related module to display records connected through the custom lookup field.

For example, when a Supervisor lookup is added to Tickets and linked to Contacts, a subtab named Associated Tickets can be created on the Contact record. It displays the tickets associated with that contact.
Can users associate or disassociate records from the related-record subtab?
Users can associate or disassociate records and create new related records from the subtab. When a record is associated through the subtab, the custom lookup field is automatically populated.

However, a record cannot be disassociated if the custom lookup field has been marked as mandatory. This ensures that required relationships remain intact.