we are considering to mirror our organizational hierarchy in our FD instance in order to notify teamleads if one of their agents performed a special task.
So we need to look at custom objects within automations, as it is described here.
Now my research on what options I have, took me to so far, that I know, that we cannot use the app sdk entity storage custom objects (as described here) - We will have to use the product specific custom objects feature.
But is there any, any chance, to manipulate these product-internal custom objects via app?
What I try to do is to react to the onAgentCreate, in order to create a custom object which links the created agent to the user who performed the agent’s creation (the teamlead).
Is there any chance to do this? Your help is much appreciated!
Can anyone confirm, if this API calls are for the custom objects, created in the product itself and not the ones created via app entity storage?
The one you’ve mentioned is product specific. It would leverage the product scope and you can create your custom data entities.
Also, I would like bring the note highlighted in the doc to your attention
Custom-objects can be enabled only for accounts on Enterprise plan.
A maximum of 20 entity storage can be created per Freshdesk account
A maximum of 100 fields can be created per Custom Object
A maximum of 5 associations can be created for a Custom Object with another Object(both Custom
and Native), per Freshdesk account
A maximum of 25 fields can be set as filterable within a Custom Object. A field can be set as filterable
at the time of creation, and cannot be edited later to be made filterable
If you satisfy the above conditions, it should work for your use case as you guessed.
Our request will satisfy the above conditions, as we’d only need one custom object with 3 or 4 fields and one association from native (ticket) to custom (our new custom object).