Custom Objects
Ticket records synced to GHL Custom Objects on contact records
The helpdesk creates a Custom Object in your GoHighLevel sub-account that mirrors ticket data directly onto contact records. This gives your sales, success, and support teams instant visibility into a contact's support history without leaving GHL.
What is created
When you enable Custom Objects, the helpdesk creates a single Custom Object type in GHL with the following fields:
| Field | Description |
|---|---|
| Ticket number | The unique ticket identifier (e.g. TK-0042) |
| Subject | The ticket subject line |
| Status | Current status (Open, In Progress, Resolved, etc.) |
| Priority | Priority level (Low, Medium, High, Urgent) |
| Assigned agent | The agent currently responsible |
| Department | The department the ticket belongs to |
| Created date | When the ticket was opened |
| Updated date | When the ticket was last modified |
| Deep link | A clickable URL that opens the full ticket in your helpdesk |
Contact association
Each Custom Object record is associated with the GHL contact it belongs to using dual associations — a primary link and a follower link. This ensures the record appears on the contact's profile and is searchable from GHL.
Terminology and locking
The Custom Object name in GHL matches your chosen terminology (e.g. "Tickets", "Cases", "Requests"). This is set during the setup wizard or in Settings > Terminology.
Once you confirm terminology for Custom Objects, both the label and the prefix are permanently locked. GHL does not allow renaming Custom Object types after creation. Choose carefully before confirming.
How syncing works
Records are created and updated automatically whenever a ticket is created, updated, or resolved. The sync is fire-and-forget — if GHL is temporarily unavailable, the ticket operation still completes in the helpdesk and the Custom Object record will be updated when the connection is restored.
Setup
Custom Objects can be enabled during the setup wizard or later from Settings > CRM Integration. You will be prompted to confirm your terminology and prefix before the Custom Object is created in GHL.