Announcing browser multi-tab support for Contact Center

<figure class="wysiwyg-table" style="height: 44px; width: 100%;"><table class="wysiwyg-table-resized" style="border-collapse: collapse; margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 33%;">
<col style="width: 29%;">
<col style="width: 38%;">
</colgroup>
<tbody>
<tr style="height: 22px;">
<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
</tr>
<tr style="height: 22px;">
<td style="height: 22px; width: 33.3333%;">August 25, 2026</td>
<td>June 25, 2026</td>
<td style="height: 22px; width: 33.3333%;">August 26, 2026</td>
</tr>
</tbody>
</table></figure><p>We’re happy to announce that native Zendesk Contact Center now includes enhanced multi-tab support to prevent duplicate tickets when agents work across multiple browser tabs or windows. This improvement ensures that each customer call creates exactly one ticket, eliminating confusion and improving data accuracy, without changing how your agents work.</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="ef516d2ac8883c5b65874655a95a52497"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e529dea299a891a8769e27524889f9cfa"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e32955edf79a2bc39f6ab893e2b058d6c"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>Contact Center now creates tickets on the backend server instead of in each browser tab. When your agents have multiple tabs open, an incoming call rings and displays in each tab, but Contact Center creates only one ticket for the call.</p><div class="p"><div class="note"><span class="notetitle"><strong>Note</strong>: This change affects only how Contact Center creates tickets. It does not change call routing, agent availability, call handling, or existing Contact Center configuration.</span></div></div><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>Previously, when agents had multiple browser tabs or windows open, Contact Center created a separate ticket in each tab for the same call. This resulted in:</p><ul>
<li data-list-item-id="e5dbb67a189902c63c76fa42c7e823a7f">Duplicate tickets appearing in queues for the same customer interaction.</li>
<li data-list-item-id="eaf5c05843120aabfd1f7849797c99ae8">Agent confusion about which ticket to use.</li>
<li data-list-item-id="e6f7d490996f4408c3d54a999ae6e4d0a">Data inconsistencies affecting reporting and analytics.</li>
</ul><p>This improvement eliminates these issues by ensuring every call creates exactly one ticket, regardless of how many tabs your agents have open. Your data will be cleaner, your reports more accurate, and your agents can work more efficiently.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p class="wysiwyg-text-align-justify">No action is required. This change will roll out gradually to all native Zendesk Contact Center customers by the end of August 2026. Once enabled for your account, the improvement will be active immediately with no configuration needed.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></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"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>