Announcing multi-lookup relationship fields for tickets

Announced on | Rollout starts | Rollout ends
August 25, 2026 | August 25, 2026 | September 4, 2026

Zendesk is introducing multi-lookup relationship fields for tickets, providing a simpler way to connect one ticket to multiple related records.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Admins can now create a new type of ticket relationship fields: multi-lookup. Agents and end users can use multi-lookup fields on tickets to select multiple related records in a single field. The selected records stay connected to the ticket, so they can be used in action flows and business rules to automate follow-up work without the need to maintain separate relationship records or custom logic.

Multi-lookup fields can be used to connect your tickets to users, organizations, other tickets, assets, and custom objects. For example:

Linking multiple bank accounts to a single account closure request. Use an action flow to create child tickets for each account selected in the multi-lookup field and then route each child ticket to the appropriate team to close the account.

Employee requesting multiple assets in a single ticket. Use an action flow to check the asset inventory for each asset type selected in the multi-lookup field, automatically assign assets that don't require approval from a manager, and create approval requests for assets that do require manager approval.

Agents linking multiple account managers to a customer ticket. Use an action flow to send Slack messages that summarize the customer's request directly to each account manager specified in the ticket's multi-lookup field.

Customer sharing feedback about multiple products they have purchased. Use an action flow to create separate, pro-active tickets and assign them to the teams responsible for each of the selected products.

Why is Zendesk making this change?

Zendesk understands that many customer workflows involve more than one related record. Previously, teams had to rely on workarounds, such as storing lists in JSON fields, writing custom help center code, or creating and maintaining multiple lookup relationship fields by hand. These approaches can be difficult to use, automate, and scale. Now, multi-lookup fields provide a native, scalable way to select multiple records and maintain relationships on the ticket, so teams can build and manage their workflows directly in Zendesk.

What do I need to do?

Multi-lookup fields are available on Zendesk Suite Professional plans and above and Zendesk Support Enterprise plans. To get started, admins can use the Ticket fields page in Admin Center to create mutli-lookup fields and add them to the appropriate ticket forms.

See Understanding relationship fields and Creating many-to-many relationships in Zendesk.

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.