What's new with Custom Objects in Zendesk

Zendesk’s Custom Objects just got more practical with small but powerful updates: sortable views, renamable fields, auto-naming, event logs, and image support. These fill key gaps from the initial launch, making the feature far more usable in real-world workflows.

Thomas Verschoren

Jul 15, 2025 — 8 min read

Subscribers to this newsletter might have noticed that Zendesk has two kinds of releases. Some releases are giant updates. The new Action Builder, Procedures for AI Agents or the release of Omnichannel Routing and queues.

These kind of releases allow for a complete rethinking of the way your Zendesk instance is setup. They make entirely new flows and processes possible, but require time and careful planning to deploy them well.

Omnichannel Routing was one of these releases that completely changed the way you route tickets to agents and moved from group assignment towards agent assignment.

Similarly when Zendesk released Custom Objects it allowed for entire new flows and you could replace dump drop-down fields with rich lookup fields that provide a lot more context to the agent.

But where these giant releases move the platform forward with giant leaps, they often miss those small settings and details that make them fit perfectly within your processes.

Some customers try out the new platform releases and quickly run into blockers that prevent them from using them day one. But where the day one release might not be a fit, overtime Zendesk often releases tons of small tweaks and updates that move these features forward with small steps until they are a fit.

Omnichannel Routing was such a release where Zendesk launched a solid v1, and overtime they released dozens of options impacting assignment, capacity release, automatic status updates, e.a.