Announcing unified navigation across Zendesk products

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>EAP rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>GA rollout </strong></td>
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<td style="height: 22px; width: 33.3333%;">September 10, 2025</td>
<td>January 21, 2026</td>
<td style="height: 22px; width: 33.3333%;">April 20 to May 4, 2026 </td>
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</table></figure><p>Zendesk is pleased to announce a modernized, unified global navigation model across Zendesk products. We’ve updated the product interfaces to provide a consistent, simplified approach to navigation.</p><p>This article includes these sections:</p><ul>
<li data-list-item-id="ebe88734fcfc09841a672186b0d223289"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e378998cf5488013fd60e55e8dfce7b41"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e72f2f5085e3736c4a5b80c2f6fff4517"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
<li data-list-item-id="eef71b2e6973cf6c8c27fcad98b7ac3a6"><a href="#h_01K3HH1PA9E503GS57DK11GCR3">Appendix: Rollout details for the EAP </a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing? </h2><p>Key updates include:</p><ul>
<li data-list-item-id="e0be38e30dc7c433725d1c0db4bc21927">A revised look and location for switching among products</li>
<li data-list-item-id="e84aa56cfa0202a886e9a30031de4f034">A consistent, same-side navigation for all products</li>
<li data-list-item-id="ed6644b299960a3507872bcceeec59b82">Modernized navigation icons that are used consistently across products</li>
<li data-list-item-id="eb1c101a683756b3053d0ecbf59df6d19">A unified location for search (where applicable)</li>
<li data-list-item-id="e7e3bc1726d7e1c2adae56f99b61ce438">Improved Support ticket interface for highlighting active tabs</li>
</ul><p>Some examples of before and after updates are included below. For details, see <a href="https://support.zendesk.com/hc/en-us/articles/9562988564634" target="_blank" rel="noopener noreferrer">About unified navigation across Zendesk products</a>.</p><p>Don’t worry! This is a navigation change only. No features have been altered or removed. Settings pages remain the same with the same information. </p><p>Not all products will have unified navigation for the first release. Unified navigation for Chat, HyperArc, and <a href="https://support.zendesk.com/hc/en-us/articles/9459059241626" target="_blank" rel="noopener noreferrer">Zendesk for Contact Center</a> will be available at a later date.</p><h3 id="h_01K39FPH9QFQA5TNBGCNHT3GEV">Navigating between products</h3><p>The product tray has a new look and it’s in a new location. It’s closer to the side navigation controls so you don’t have to reach as far.</p><figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized" style="margin-left: 0px; margin-right: auto;">
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<td><strong>Before - Product tray</strong></td>
<td><strong>After - Product tray</strong></td>
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<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_product_tray_before.png" width="300"></td>
<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_product_tray_after2.png" width="240"></td>
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</table></figure><h3 id="h_01K39GA1MMVNSBGXYN4HZMMHFG">Navigation within products</h3><p>Navigation controls within a product now appear as left side navigation. For some products, such as workforce management, side navigation is a change from navigating with menus at the top. For other products such as Support and Admin Center, the navigation location is the same, but the icons are updated and unified. Each icon includes a tooltip. See examples below.  </p><figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized" style="margin-left: 0px; margin-right: auto;">
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<td><strong>Before - Admin Center navigation</strong></td>
<td><strong>After - Admin Center navigation</strong></td>
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<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_admin_center_before.png" width="400"></td>
<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_admin_center_after.png" width="400"></td>
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<td><strong>Before - Support navigation</strong></td>
<td><strong>After - Support navigation</strong></td>
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<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_support_before2.png" width="350"></td>
<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_support_after.png" width="400"></td>
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</table></figure><p>In Support, the Reporting icon and the Admin icon have been removed. Instead, you access analytics and Admin Center exclusively through the product tray. <br><br>Unified navigation for other products is shown in this table.<img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_table_all.png" width="730"></p><h3 id="h_01K39R57AH5E1C62K8079RVS6J">Visible second level navigation for all products</h3><p>Clicking an icon in the top-level navigation automatically shows all your second level navigation options. They are no longer hidden within drop-down menus. </p><figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized" style="margin-left: 0px; margin-right: auto;">
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<td><strong>Before - Second level navigation</strong></td>
<td><strong>After - Second level navigation</strong></td>
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<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_second_level_navigation_before2.png" width="330"></td>
<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_second_level_navigation_after.png" width="200"></td>
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</table></figure><h3 id="h_01K39V1AGRS3T877Y13V08VK8E">Built-in expand and collapse controls</h3><p>Expand and collapse controls are available at the bottom of the navigation panel, giving you more page real estate if needed to do your work. You can also use keyboard shortcuts to expand <strong>ctrl+]</strong> and collapse <strong>ctrl+[ </strong>the second-level navigation.</p><figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized" style="margin-left: 0px; margin-right: auto;">
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<td><strong>Expanded navigation</strong></td>
<td><strong>Collapsed navigation</strong></td>
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<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_expanded2.png" width="400"></td>
<td><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_collapsed2.png" width="380"></td>
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</table></figure><h3 id="h_01K39VC2HPPEKB22FHZ7QKVVEB">Consistent search field location</h3><p>Where applicable, the search field has moved to a top-of-the-page location for each product that includes search. You don’t need to hunt for it. </p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_admin_center_search.png" width="730"></p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_workforce_search.png" width="730"></p><h3 id="h_01K39VSFVV1KMT2XS3JYBNRFR3">Enhanced ticket tabs</h3><p>As part of the navigation changes, we’ve improved the Support ticket interface by highlighting the ticket you’re currently working on so it’s easier to see. You can also use drag-and-drop to reorder tabs. </p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_ticket_tabs_overflow.png" width="730"></p><p>We’ve added an overflow options menu (<img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) that appears when you have a lot of tickets open. </p><p>You can use this menu to access open tickets or perform other tasks. By flowing open ticket tabs into the options menu, it prevents the width of the ticket tabs from compressing and making the tabs unreadable.</p><p>In Support, dark mode is also available for the navigation changes and ticket tab highlighting. </p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_suppport_dark_mode_no_nav.png" width="600"></p><h3 id="h_01K3A730NDQBFC6TWSBB8YEVMT">Unified framework for user profiles</h3><p>While still maintaining product-specific details, <a href="https://support.zendesk.com/hc/en-us/articles/4408835022490"><span class="wysiwyg-underline">user profiles</span></a> will have the same look and feel across products, making them easy to reference and use.</p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_user_profiles.png" width="200"></p><h3 id="h_01K3A75DMQV18NX6X78QZWZXF9">Navigation badges</h3><p>To highlight new features and other changes, the new unified navigation will include badges to tag pages with special features and options in your account. You’ll see badges for <strong>New</strong> features, early access program (<strong>EAP</strong>) releases, and <strong>Trial</strong> options.</p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_badge_eap.png" width="200"></p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change? </h2><p>A unified interface significantly reduces the overhead and learning curve required for admins and agents who work with Zendesk products. A predictable and consistent interface provides you with a logical, intuitive product experience. It also reduces Zendesk’s feature development time and code duplication, so we can get new features to you faster. </p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>Your account will be updated automatically. You don’t need to make any configuration changes to get the new interface. This change impacts all accounts, including legacy accounts that don't have the <a href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank" rel="noopener noreferrer">Zendesk Agent Workspace</a> activated. </p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas?_gl=1*orahao*_ga*MTgxODUyOTUyNy4xNzc1NTc4NzIy*_ga_0G6FC9CS2V*czE3NzY3ODczMzQkbzU0JGcxJHQxNzc2Nzg5MzMzJGo0MyRsMCRoMA.." target="_blank" rel="noopener noreferrer">Community forum </a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.<br><br> </p>