Announcing the unified request view

Announced on | Rollout starts | Rollout ends
Sept 18, 2025 | Sept 18, 2025 | September 30, 2025

Zendesk is excited to announce a new brands setting that let's you provide end users with a single, unified view of all their requests within a single help center when using multiple brands.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, end users have only been able to view the requests (tickets) that are associated with the brand of the help center they're logged into. With this new setting, admins can now configure their instance to let end users to see all their requests in any of the account's help centers, regardless of which brand the request is associated with.

Why is Zendesk making this change?

When using Zendesk for multi-department employee service, it's likely that employees will interact with multiple departments, which correspond to separate brands and help centers in the Employee Service Suite plans. This new configuration option makes it possible for organizations using Zendesk for multi-department employee services to offer a single Employee portal to deliver a more cohesive and efficient support experience while preserving department autonomy and control.

The benefits of turning on this setting include:

One employee or end user portal: Users have an easier and more seamless experience of submitting and tracking requests across multiple departments.

Reduced duplicate requests and frustration: By managing all requests in one place, users avoid creating duplicate requests and minimize confusion.

Maintained departmental segmentation: Departments continue to operate within their own branded spaces behind the scenes, which preserves agent workflows, access controls, and reporting.

Improved efficiency and transparency: Streamlining request management improves response times and makes it easier for users to stay informed and involved in their tickets across all departments.

What do I need to do?

This setting is available to all accounts that support multiple brands. By default, help centers will continue to restrict visibility of requests to the brand they're associated with. To turn on the unified experience, see Configuring the visibility of requests across brands.

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.