Announcing unified navigation across Zendesk products (coming soon)



Announced on
EAP starts
GA rollout


September 10, 2025
January 20, 2026
Q1 2026

Zendesk is pleased to announce a modernized, unified global navigation model across Zendesk products. We’re updating the product interfaces to provide a consistent, simplified approach to navigation. This article includes these sections:
What is changing?
Why is Zendesk making this change?
What do I need to do?
Appendix: Rollout details for the EAP
What is changing? Key updates include:
A revised look and location for switching among products
A consistent, same-side navigation for all products
Modernized navigation icons that are used consistently across products
A unified location for search (where applicable)
Improved Support ticket interface for highlighting active tabs
Some examples of before and after updates are included below. Don’t worry! This is a navigation change only. No features have been altered or removed. Settings pages remain the same with the same information. Not all products will have unified navigation for the first release. Unified navigation for Analytics, Chat, HyperArc, and Zendesk for Contact Center will be available at a later date. Navigating between products The product tray has a new look and it’s in a new location. It’s closer to the side navigation controls so you don’t have to reach as far.






Before - Product tray
After - Product tray






Navigation within products Navigation controls within a product now appear as left side navigation. For some products, such as workforce management, side navigation is a change from navigating with menus at the top. For other products such as Support and Admin Center, the navigation location is the same, but the icons are updated and unified. Each icon includes a tooltip. See examples below.






Before - Admin Center navigation
After - Admin Center navigation













Before - Support navigation
After - Support navigation






In Support, the Reporting icon and the Admin icon will be removed. Instead, you access analytics and Admin Center exclusively through the product tray. Unified navigation for other products is shown in this table. Visible second level navigation for all products Clicking an icon in the top-level navigation automatically shows all your second level navigation options. They are no longer hidden within drop-down menus.






Before - Second level navigation
After - Second level navigation






Built-in expand and collapse controls Expand and collapse controls are available at the bottom of the navigation panel, giving you more page real estate if needed to do your work. You can also use keyboard shortcuts to expand ctrl+] and collapse ctrl+[ the second-level navigation.






Expanded navigation
Collapsed navigation






Consistent search field location Where applicable, the search field has moved to a top-of-the-page location for each product that includes search. You don’t need to hunt for it. Enhanced ticket tabs As part of the navigation changes, we’ve improved the Support ticket interface by highlighting the ticket you’re currently working on so it’s easier to see. You can also use drag-and-drop to reorder tabs. We’ve added an overflow options menu ( ) that appears when you have a lot of tickets open. You can use this menu to access open tickets or perform other tasks. By flowing open ticket tabs into the options menu, it prevents the width of the ticket tabs from compressing and making the tabs unreadable. In Support, dark mode is also available for the navigation changes and ticket tab highlighting. Unified framework for user profiles While still maintaining product-specific details, user profiles will have the same look and feel across products, making them easy to reference and use. Navigation badges To highlight new features and other changes, the new unified navigation will include badges to tag pages with special features and options in your account. You’ll see badges for New features, early access program (EAP) releases, and Trial options. Why is Zendesk making this change? A unified interface significantly reduces the overhead and learning curve required for admins and agents who work with Zendesk products. A predictable and consistent interface provides you with a logical, intuitive product experience. It also reduces Zendesk’s feature development time and code duplication, so we can get new features to you faster. What do I need to do? To help you and your agents get familiar with the change, we're providing an early access program (EAP) starting on January 20, 2026. During the EAP, you'll be able to activate and deactivate the unified navigation interface using a simple setting in Admin Center. As part of the EAP, we encourage you to try out with these navigation updates to make sure your agents are prepared for the change. You can use the EAP period to train your agents and get them familiar with the new interface. Once the GA rollout starts in Q1 2026, your account will be updated automatically. You don’t need to make any configuration changes to get the new interface. This change impacts all accounts, including legacy accounts that don't have the Zendesk Agent Workspace activated. 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. Appendix: Rollout details for the EAP When the EAP starts on January 20, 2026, we'll provide more details on how to activate unified navigation in your account. Follow this announcement for updates.