Custom object records contain data across the fields that were created. For our custom object ‘Orders', records represent the actual orders. When creating the custom object, we create fields that will define what the records are, but the fields will not define the actual order information. To add in the actual order details, we will have to create records. 

For example,



Order ID


Order status


Furniture category 

Living room furniture

Furniture price


There are two methods by which you can add records to the object:


Adding a record manually:

  • As an admin, you can click on the ‘eye’ icon next to your custom object on the Custom objects page

  • As an agent, you can click on the custom object icon in the left pane to add a record

  • Click on Add record

  • Add all the relevant data into the object fields to create a record

  • Click Save once you’re done

  • You can now use this custom object in your workflows 


Importing records:

Once you create your custom object, you can import the object records from a CSV file. 

Points to consider before importing records:

  • The maximum file size allowed is 5MB

  • You can import only one file for an object at a time

  • The first row should be the header with the column names that will be used to map to the field names in the custom object

  • The columns in the file will be automatically mapped to the field labels in the object after upload if the field label and the file values are the same

  • For multi-select fields, the field values should be separated by a semicolon (;) in the CSV file

  • The date format in the CSV file should be YYYY-MM-DD

  • You can choose to skip/update duplicate records. Duplicate records are found using the primary field in the custom object. 

    • Skip - This will skip importing records that are already present in the custom object

    • Update - This will update the existing record with the record in the uploaded file. This option is chosen by default

  • All records will be created as is (without skipping/updating) if the custom object does not have a primary field

  • For custom objects having a lookup relationship to another object, these are the requirements for the CSV file containing records:

    • Lookup field to Ticket must have the ticket ID

    • Lookup field to Contact must have the email ID

    • Lookup field to another custom object must have the Primary ID

To import records:

  • Click on the custom object icon in the left pane

  • Click on Import Records

  • Upload the CSV file, select whether you want to update duplicate records or skip them, and click Next

  • Map the file columns to the relevant custom object fields

  • Click on Import after matching all the fields

  • You can see a summary of all your imports and view the records on the records page

To view record upload summary:

You can view the upload summary and status of the upload once you start importing records. These are the fields that will be available:

  • Status - In progress and Completed

  • Results - Created, Updated, Skipped, Errors

  • You will also receive the status and summary report in an email:

    • Failed records error report - A CSV file that has a column with all the errors in that row

    • Skipped records report - A CSV file that has all records that were skipped

Record Permissions 

As an admin/account admin, you can set the access level for records. For example, you can provide agents with create access so that they can import custom object records when needed. Or, you can restrict access so that they can only view the existing records, but not create or delete them. 


Actions possible


Access records within objects, view data


Add records manually/import records


Edit existing records and associate records


Delete records

1. For Freshdesk Support Desk, Custom Objects is available only for ticket-specific use cases. If you have a contact-specific use case, reach out to us at
2. For Freshdesk Omnichannel, CUstom objects is available only for ticket-specific use cases. It will be made available for all use cases tentatively by the end of August.