Zendesk lookup fields link tickets to custom objects, users, organizations or other tickets. But on the ticket, agents only see the record’s name. The Lookup Fields Viewer shows the whole record next to the ticket, and lets agents search and filter when they need to change it.
The problem: only a name
A lookup field stores a link to another record. The ticket form shows that record’s name and nothing else. To see the serial number of a machine, the phone number of a field engineer or the plan of an organization, an agent has to open the record in a new tab and lose their place in the ticket.
Changing the link is just as limited. The dropdown only lets agents search on the record’s name, so they need to know the exact name of the record they want.
The solution: the whole record, next to the ticket
The app adds a card to the ticket sidebar for every lookup field on the ticket’s form.
- Every field: each card shows all fields of the linked record, standard and custom.
- Every kind of lookup: custom object records, users, organizations and tickets.
- Values shown as they should be: image URLs as photos, links as links, email addresses as mail links, phone numbers as call links, checkboxes as Yes or No, and tags as chips.
- Search and filter to change a record: for a custom object lookup, search every text field of the records, not just the name, and filter on the records’ own fields.
- One click to the full record: open the record in Zendesk when you need more.
- Always up to date: the cards update as soon as a lookup field or the ticket form changes.
- Out of the way: on forms without lookup fields, the app hides itself.
- Native look: built with Zendesk Garden, and follows the agent’s light or dark mode.