Department spaces continued rollout schedule

Announced on | Rollout starts | Rollout ends
April 21, 2025 | April 21, 2025 | September 19, 2025

We are excited to announce the continued release of department spaces, designed to enhance your experience and streamline operations within your Zendesk accounts. This new feature will enable you to create dedicated spaces for different departments, allowing for more organized management of tickets and improved collaboration among your teams.

This announcement includes the following topics:

What's changing?

When is Zendesk making this change?

What do I need to do?

What's changing?

Starting April 21st, 2025, Zendesk will continue rolling out the department spaces feature. This information applies only to customers who have not yet received this feature.

Check if you received this feature by heading to the Team members page in Admin Center > People > Team > Team members. If you see a new Brands column, you already have this feature turned on and can ignore this announcement. If you don’t see a Brands column, this announcement applies to your account.

With this release, any agent who is not currently assigned to a specific brand will temporarily be considered to be in all brands. Once an agent is assigned to specific brands, they will only have access to tickets in those brands going forward. Administrators must assign agents to the appropriate brands before August 4th. After this date, any agent without an explicit brand assignment will lose access to all tickets.

When we first launched department spaces, some businesses downgraded agents to end users temporarily, resulting in those users not being assigned to any brands. If they were later upgraded back to agents, they had no brand assignments until an administrator manually assigned brands to them.

When is Zendesk making this change?

If you still haven't received department spaces, your account is part of the continued roll out. Your account will receive department spaces the week of August 11th. If you want access earlier than the week of August 11th, contact your customer success manager for access.

What do I need to do?

Starting August 4th, 2025, any agent who is not explicitly assigned to a brand will no longer have access to tickets. We encourage you to review your team member assignments promptly to avoid any disruptions in service.

Thank you for your attention to this important update. We appreciate your cooperation as we work to improve your Zendesk experience.

See the Restricting agent ticket access by brand for more information on department spaces.