Announcing department spaces and omnichannel routing compatibility

Announced on | Rollout on
August 5, 2025 | August 5, 2025

Zendesk now integrates department spaces with omnichannel routing, removing complex setup needs and fixing issues like failed ticket assignments, resulting in faster response times and improved workflows for all users.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

We’re excited to announce that department spaces (also known as restricting agent ticket access by brand) now works seamlessly with Zendesk's omnichannel routing. Previously, using these features together required special configuration and could lead to routing issues such as failed ticket assignments, routing loops, or delayed responses. These limitations and configuration requirements are now fully resolved — meaning your team can confidently use omnichannel routing alongside department spaces without worrying about ticket delivery problems.

Why is Zendesk making this change?

Our goal is to streamline your support workflows and eliminate configuration hurdles that can lead to silent failures, endless loops, and delayed responses. By removing the need for complex setup and ensuring full compatibility between department spaces and omnichannel routing, we’re enabling your team to benefit from smarter routing, better agent focus, and faster response times — with less manual intervention.

What do I need to do?

Nothing! This improvement is automatically available to all customers using omnichannel routing and department spaces. You no longer need to perform any special configuration to ensure tickets are correctly routed by brand. Just continue using these features as normal and enjoy the improved performance and reliability of your Zendesk instance.

If you had previously avoided using department spaces with omnichannel routing due to past limitations, now is a great time to start using department spaces and take full advantage of the benefits!

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.