Announcing the general availability of the service catalog

Announced on | Rollout starts | Rollout ends
September 2, 2025 | September 2, 2025 | September 12, 2025

Zendesk is excited to announce that a native service catalog is now generally available.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The service catalog is a ticket channel built for employee service. It allows users to easily find and request services and assets from your private help center. When a request is made from the service catalog, a ticket is automatically created and linked to that item and the requester is prompted to provide all of the necessary information to support the request. This streamlines the resolution for common service and asset requests. Agents can manage and resolve requests through the Agent Workspace, and users can manage their requests through the request management interface in the help center.

Until now, the native service catalog functionality was available as an early access program. This release makes it more broadly available and includes a variety of enhancements, including the ability to:

Search for services within a service catalog

Add thumbnail images to services

Use rich text editing and include images in service descriptions

For more information, see Turning on service catalog and Adding services to your service catalog.

Why is Zendesk making this change?

Zendesk recognizes that managing separate ticket forms and custom ticket fields for hundreds of services and assets can be complex, labor intensive, and inefficient. With that approach users often struggle to find the services they're looking for and don't know what information to provide within requests.

The service catalog is designed to solve these problems by providing a single, organized destination for users to discover and request services and prompts for users to provide all of the necessary information in the initial request. The enhancements for this release have made it easier to use and more effective. Having more complete requests from the beginning reduces resolution time and improves efficiency.

What do I need to do?

The service catalog is available to Employee Service Suite Growth plans and above automatically. To start using it, turning on the service catalog, making sure your help center uses the standard theme or a custom theme that is updated to support the service catalog, and then start adding services.

Although designed primarily for employee service scenarios, the service catalog is also available to Customer Service Suite Growth plans and above.

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.