Announcing the ability to convert existing tickets to service catalog requests

Announced on | Rollout on
August 11, 2026 | August 11, 2026

Zendesk is pleased to announce that agents and business rules can associate existing tickets with service catalog items.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, service request forms were used only when a user submitted the request through the service catalog. Tickets created through other channels, such as email or messaging, couldn't be converted to service requests without a manual workaround.

Now, the Service ticket field, which is visible on all tickets associated with a brand that has the service catalog turned on, can be used to directly associate a ticket received through other channels with a service catalog item. When a value is specified for the service field, the ticket automatically changes to use that service's request form and fields. Similar to changing between ticket forms, values in fields shared by the ticket form and the service request form are retained. Any required fields on the service request form must contain values before they can submit the ticket.

A ticket's service field value can be set manually or automatically with triggers and automations. See Converting tickets to service requests.

Why is Zendesk making this change?

Zendesk understands that many requests begin through a general intake form or other channels before a user knows which service is needed. For example, an employee might email their IT team about a network problem or submit a general IT request only for the agent to determine they need a service catalog item that requires certain information.

This change supports triage workflows without requiring agents to recreate the request or manually select and populate an alternative ticket form. It also lets admins classify incoming tickets automatically with business rules, reducing the effort required to accurately identify service requests received through other channels.

What do I need to do?

This change is being rolled out to all accounts with access to the service catalog. Train your agents on how to convert tickets to service requests and vice versa. Optionally, admins can also create or edit triggers and automations to automatically convert incoming tickets to service requests.

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.