Announcing the full end-user separation closed EAP

Announced on | Rollout on
July 27, 2026 | July 27, 2026

Customers using department spaces can now isolate end-user data by department by applying to the full end-user separation early access program (EAP).

Today, an email address, phone number, or external ID can only belong to one end user across your entire account, so the same person is shared across departments and agents can see end users they don't work with. Full end-user separation changes that.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What's in scope for the EAP?

What do I need to do?

What's changing?

End-user separation is a follow-on to the department spaces feature. When you enable end-user separation on a new department, that department gets its own isolated end-user directory:

The same person can exist as a separate end-user record in each department, each with its own tickets, fields, and history.

The same email, phone number, or external ID can be reused across separated departments.

Agents can only see the end users in the departments they belong to. Admins belong to all departments.

Why is Zendesk making this change?

Separating end users by department gives you cleaner data isolation, stronger privacy, and more focused support. It lets a single person be represented differently in each of your brands, and it helps you meet regional and regulatory requirements to keep customer data separated. Agents work only with the customers they support, without visibility into other departments' end users.

What's in scope for the EAP?

This is a closed early access program with a deliberately limited scope, and we're running it to gather your feedback.

During the EAP:

Separation can be enabled on new departments only, and cannot be turned off once enabled.

Voice and Contact Center are not supported in separated departments.

Some cross-department ticket, user, and agent actions are constrained. For example, a separated ticket's brand can't be changed after creation, and tickets can't be merged across separated departments.

For full eligibility criteria and current limitations, see About full end-user separation (closed EAP).

What do I need to do?

If you're interested in participating in the EAP:

Confirm you have department spaces on your account. In Admin Center, go to Team members to open the Team members page. If you see a Brand column, department spaces is enabled.

Sign up using this form. We'll be in touch after you've completed it.

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.