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Objects are the key building blocks of your Freshdesk system, and help store, represent and manage your customer data. Freshdesk contains Native Objects that are standard for most businesses, such as  Tickets, Contacts, Companies, and more, right out of the box. But sometimes large organizations have more complex needs, and there may be times when you need Custom Objects to capture and store very specific business data that does not exist in Freshdesk by default.

Custom Objects in Freshdesk allow you to extend the data model of your Freshdesk account.  A Custom Object represents the database schema of your new data entity.  Another way to look at Custom Objects is to understand them as the representation of a collection of attributes for a data entity.  They serve as a template or a blueprint. Once you have defined a Custom Object, every instance of that object type is referred to as a Custom Object Record.

Let’s consider a few examples:

  1. Contracts’ in Property Management
    A property management company that leases homes and apartments needs to support both tenants and landlords. Having the latest rental contract information is highly relevant to agents providing support. With Custom Objects, businesses can now create a new data entity in Freshdesk called ‘Contract’ and define attributes for the object like Contract ID, Renewal date, Property Type, and Name of Signee. Every tenant can be ‘associated’ with a Contract so that when they raise a support ticket requesting the renewal date, the contract information is stored in Freshdesk as the system of record, and it would be available for agents to access and/or update. 

  2. ‘Stores’ in Retail
    A high-tech security company provides CCTV cameras and support to hundreds of grocery stores across the country. When a store owner calls in to complain of a damaged camera, it would be useful for a support agent to know details about the store (Store code, location, or size), as well as details of the type of camera (Make, model and type). This information helps the support agent dispatch the right technician for the job and avoids accessing different tools to capture all the missing pieces. 

  3. 'Cars’ in a Car Rental Company 
    A car rental company keeps track of all cars rented by their customers. This includes details about the car like its make & model, rental date, body type, and status. When a customer reaches out with an issue related to payments, the agent would have all details handy to diagnose and resolves the customer’s payment related to the rental based on the car type and the number of days it was rented for. 


  • You can create custom object schemas, records and associate them only using Freshdesk APIs

  • You can use Freshdesk’s marketplace platform to create custom apps to display the custom objects and associated entities in Freshdesk.

  • Write to us at support@freshdesk.com for any queries.