Announcing brand membership management directly from the agent profile

Announced on | Rollout starts | Rollout ends
September 16, 2025 | September 16, 2025 | September 23, 2025

We are excited to announce that customers with multiple brands can now manage brand memberships for an agent directly from the agent's profile.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

When you are on an agent’s profile, you will now see the brands that the agent is assigned to displayed on the left-hand side panel, which is especially relevant if your account has multiple active brands.

Additionally, the Brands dropdown menu in this panel is interactive, allowing you to manage the agent’s brand assignments directly from this view, just like you can on the Team members page.

See Restricting agent ticket access by brand for more information on using the agent profile to view and update brand memberships.

Why is Zendesk making this change?

This change improves visibility and management of agent departments with multiple active brands, streamlining workflows by centralizing department assignment controls. It enhances efficiency by allowing admins and managers to manage brand memberships without navigating away from the agent profile.

What do I need to do?

No immediate action is required. Simply navigate to an agent’s profile in the Assigned tickets view to see and manage that agent’s department using the new dropdown on the side panel when applicable.

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.