Announcing service catalog requests on behalf of others

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<td><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
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<td>July 21, 2026</td>
<td>July 21, 2026</td>
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</table></figure><p><br>Zendesk is excited to announce the ability to submit a <a href="https://support.zendesk.com/hc/en-us/articles/10464506112026">service catalog request</a> on behalf of another user, while staying in the loop on the ticket's progress.</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="e0d22a8f45d0c0a16d4088bc328c52b9a"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What's changing?</a></li>
<li data-list-item-id="e4a45c7aa76eb172e4430a997f4927409"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e8f0e8c30ac0aa5833df26ce52570002b"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What's changing?</h2><p>Until now, the person submitting a service catalog request was always the requester on the resulting ticket. With this update, an authorized end user can submit a request for someone else. The person they select becomes the requester on the ticket, so the service or asset is associated with the correct beneficiary. The submitter is automatically added as a CC (follower) so they can track the request through to resolution. Agents can also see that the request was submitted by one user on behalf of another.</p><p>Admins control where the ability to submit requests on behalf of others is available. It's enabled at the account level and then turned on per service, so you can allow it for services like hardware requests while keeping it off for others.</p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>Employee service workflows often involve one employee submitting a request while another receives the service. Common examples include:</p><ul>
<li data-list-item-id="ef03697ba81b1fbdd72a66f9b4973be54">Managers submitting IT equipment requests for new hires</li>
<li data-list-item-id="e59badcc68b9ffd398418f39786f7c133">HR teams kicking off onboarding workflows for new hires</li>
<li data-list-item-id="e7227bdb77dc4700904db1f8dc03c58f7">Assistants submitting requests on behalf of executives</li>
</ul><p>Previously, these workflows required manual workarounds, such as agents reassigning the requester after the fact, which led to misassigned assets and disconnected reporting. This service catalog update keeps the requester accurate from the moment the request is submitted while keeping the original submitter informed.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p id="docs-internal-guid-f721cb77-7fff-db4b-736e-38038deb95cc">Service catalog is included in Employee Service Suite (Growth and above) and Customer Service Suite (Growth and above) plans. The ability to submit requests on behalf of other users is available in accounts with access to the service catalog. To start using it, an admin enables it for the account and then for individual services. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/8478940252698">Adding services to your service catalog</a>.</p><p>If you have feedback or questions related to this announcement, visit the <a href="https://community.zendesk.com/">Zendesk community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk Customer Support</a>.</p><p> </p>