Announcing an upcoming change to legacy Agent home page ticket list

Announced on | Rollout starts | Rollout ends
November 10, 2025 | December 1, 2025 | December 2, 2025

After the release of the new, enhanced Agent Home, Zendesk will migrate the legacy Agent home page to use ElasticSearch, which will affect ticket list pagination and results limits. The legacy Agent home page is the home page that appears when Agent Home isn’t activated.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We are introducing a limit of 10,000 results per ticket list to align with industry and company standards. Zendesk enforces this 10K record limit for offset-based pagination to prevent performance issues. Specifically, requests that dig deep into large datasets cause slow response times for the requester and degrade overall system performance.

As a result, if you continue using the legacy Agent home page:

Ticket lists will display a maximum of 10,000 tickets.

Pagination will be functional only up to page 333.

Requests for pages beyond this limit will trigger an error and redirect you to the first page.

The last available page will no longer show a Next page button.

To avoid any disruption or limitations that come with the legacy Agent home page, we encourage all users to start using Agent Home as their primary work space.

Why is Zendesk making this change?

Zendesk enforces a 10,000-result limit for offset-based pagination to maintain high system performance and reliability. Deep requests into large datasets can slow response times and negatively impact overall system performance. This limit applies only to the legacy Agent home page, which is used by approximately 2% of customers.

What do I need to do?

This change will take effect on December 1, 2025. Most customers are expected to move to the new Agent Home, so only those who opt out and stay on the legacy Agent home page will be affected.

See Using Agent Home to manage your work efficiently for more information.

Thank you for your understanding as we improve Zendesk’s platform for everyone.

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.