Announcing updates to the Agent as Requester workflow to support multibrand requests

Announced on | Rollout starts | Rollout ends
September 16, 2025 | September 16, 2025 | September 30, 2025

Zendesk is introducing enhancements to the Agent as requester functionality for customers on Enterprise plans and above with multiple brands.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Support agents can now submit tickets on behalf of other users with controlled access and visibility based on group and brand membership.

When Agent as a requester settings are set to hide internal notes from private or public groups, agents acting as requesters will lose access to the submitted tickets if they are not part of the assigned ticket brand.

Before this change, agents would only lose access to the ticket in Agent Workspace to public and private groups they were not a part of.

Why is Zendesk making this change?

This update ensures greater security and clarity by:

Enforcing ticket submission and assignment within defined group and brand boundaries to maintain proper access controls.

Preventing unauthorized ticket access by agents outside their designated groups or brands.

Separating requester visibility from agent/internal communication to protect sensitive information.

Allowing agents to keep track of tickets they submit on behalf of others through Knowledge, even if their direct access in the Agent Workspace is revoked.

Providing flexibility for light agents to engage in conversations as requesters under controlled conditions.

What do I need to do?

Confirm your Zendesk plan is Enterprise or Enterprise Plus. Then, to turn on the agent as requester workflow, go to Admin Center > Agent Interface and select one of the following options for Agent is the requester:

Hide internal notes on tickets assigned to private groups

Hide all internal notes

See Restricting agent access on tickets where they're the requester for more information.

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.