Announcing lookup relationship field conditions in SLAs

Announced on | Rollout starts | Rollout ends
Feb 2, 2026 | Feb 2, 2026 | Feb 13, 2026

We are adding new conditions around lookup relationship fields in service level agreement (SLA) condition sets. You will now be able to create SLA conditions around tickets that have specific lookup relationship field values.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

How are my existing SLAs impacted?

What do I need to do?

What is changing?

You will now be able to create conditions on existing or new SLA policies with lookup relationship fields in tickets. The operators and values of these conditions will depend on the type of field that was created as a lookup relationship field.

Why is Zendesk making this change?

This update gives you more flexibility to create policies that better match your unique workflows.

How are my existing SLAs impacted?

Existing SLAs will see no impact. New SLA policies or changes to existing policies will now have the option of adding in lookup relationship field conditions.

What do I need to do?

There is no action needed, the change will automatically be reflected and you will be able to add these conditions to existing or new SLA policies. See About SLA policies and how they work for more information on using service level agreements

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.