Announcing a new ticket preview experience in views

Announced on | Rollout starts | Rollout ends
January 27, 2026 | January 27, 2026 | February 2, 2026

We’re excited to announce a new ticket preview experience in views.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re introducing an accessible ticket preview option in views. Agents can now choose their preferred preview from the view’s Action menu:

Tooltip (default): The familiar hover tooltip behavior remains the same.

Side Panel (new): A keyboard- and screen‑reader‑friendly side panel that opens when you click a ticket row. Side Panel highlights:

Displays the first seven fields configured as columns in your view (for example: Requester, Organization, Assignee, Requested, Channel, Type, Priority).

Shows the most recent conversation threads for quick context.

Open the full ticket when you click the ticket title inside the preview.

This new option gives agents a more accessible, keyboard‑friendly way to preview tickets while preserving the existing tooltip experience. See Accessing and working with tickets in a view for more information.

Why is Zendesk making this change?

During an accessibility audit we identified two issues that made the existing Ticket Preview flow difficult to use for people who rely on assistive technologies or keyboard navigation.

This update fixes those issues by adding correct ARIA labeling and ensuring all preview interactions are keyboard-operable. The result: agents who use screen readers or prefer keyboard navigation can access and use ticket previews reliably. The change improves inclusion, usability, and alignment with WCAG AA accessibility standards.

What do I need to do?

This feature is automatically available for your account. No action is needed.

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.