About unified navigation across Zendesk products

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With unified navigation, Zendesk provides a consistent, unified interface
for navigating across products and features. This interface significantly reduces
the learning curve required for admins and agents to use Zendesk products. It also
helps agents and admins with their day-to-day work by providing a consistent,
simplified approach to navigation.
This article contains these sections:

Key features of unified navigation
Unified navigation icons
Navigation features in Support
Navigation features in Workforce management
Unified navigation limitations



Key features of unified navigation

This section describes key features of unified navigation that work across
products, including the product menu, side navigation, search fields, and
more.

The following video gives you an overview of unified navigation.

Introducing Zendesk's unified navigation[3:15]


Using the product menu

To switch among products, the product menu appears in the same location
within each Zendesk product. It’s located next to the side navigation
panel within each product, making it easy to reach. See Switching among Zendesk
products.




Using side navigation

Navigation within each product is controlled by a side navigation panel
that appears in a consistent location across products. The navigation
panel includes icons you can click to quickly open specific areas of
the product. This topic includes examples for side navigation in
Support, but similar navigation options are available in other Zendesk
products.
To navigate within a product

Click an icon in the side navigation to switch between different
areas of the product.
By default Support
has side navigation icons for Agent Home, Views,
Customers, Organizations, and Custom Objects Records. You
may see additional icons depending on what features and
add-ons are installed. The Reporting icon and the Admin
icon have been removed. Instead, you access analytics and
Admin Center exclusively through the product menu.

Each navigation icon includes a tooltip to help
guide you.

To see the tooltip, hover your mouse over the icon.


For a list of the default navigation icons in each product, see Unified navigation icons.



Using search fields

Where applicable, the Search field appears in a consistent location at
the top of the page for each product that includes search. You don’t
need to hunt for it.


To search within a product

Enter a search term in the Search field. As you type, matches
for your search term appear below the search
field.


Select a match to complete the search, or press Return.





Showing and hiding sidebar navigation

Admin Center includes show and hide controls at the bottom of the
navigation panel, giving you more room if needed to do your work.
To show or hide sidebar navigation

Click the sidebar icon ( ) at the bottom of the navigation
panel to show or hide second-level navigation controls.
You can also use keyboard shortcuts to show and hide the sidebar
navigation. Display the tooltip next to the sidebar icon ( ) for details.







Expanded navigation
Collapsed navigation













Unified framework for user profiles

While still maintaining product-specific details, user profiles have the
same look and feel across products, making them easy to reference and
use.




Navigation badges

To highlight new features and other changes, unified navigation includes
badges to tag pages with special features and options in your account.
You’ll see badges for New features, early access program
(EAP) releases, and Trial options.




Getting help

Admin Center and Support include access to resources that help you set up
your Zendesk account and learn about Zendesk features, so you can
start serving your customers faster.

To get help, click the help icon ( ) at the top of the page.
A list of setup
instructions appears. You can use help to:
View step-by-step setup guides with tutorial
videos.
Find links to articles, community posts, and
training courses.
Search articles in the Zendesk help center.



Note: Customers with access to admin copilot
can click the admin copilot icon ( ) instead of the traditional
help panel icon ( ) to get help.






Unified navigation icons

These tables show the default unified navigation icons for Zendesk
products and include the tooltip associated with each icon. Icons are
unified to represent similar functions across products, making it easier to
quickly recognize navigation points. For example, the people icon ( ) and the settings icon ( ).





Navigation features in Support

In addition to the unified top-level navigation across products, Support also
includes navigation features that make it easier for your agents to manage
ticket conversations. See below for details.


Highlighted ticket tabs

Agents often work on multiple tickets at the same time. Support
highlights the ticket you’re currently working on so it’s easier to
see.

Highlighting works for both light and dark mode in the ticket
interface.


Note: To turn dark mode on and off,
click Appearance (formerly Display) in your Support
profile.




Reordering ticket tabs

To help you manage conversations in the ticket interface, you can reorder
the ticket tabs using drag-and-drop. For example, you might want to
move ticket tabs from important customers to the left so you can
easily access and respond to them.
To reorder ticket tabs

Click the tab you want to move.
Hold down the mouse button and drag the tab across the
top ticket bar to a new location in the tab order.
Release the mouse button.
You can continue to drag-and-drop the tabs until they
are in the order you’d like.




Viewing ticket overflow

When you have a large number of tickets open that don’t fit across the
top ticket bar, you’ll see new ticket tabs open in an overflow options
menu. You can use this menu to access open tickets or perform other
tasks. By adding open ticket tabs into the options menu, it prevents
the width of the ticket tabs from compressing and making the tabs
unreadable. Tickets in the overflow menu can be moved to any tab
position using drag-and-drop as well
To view the ticket tab overflow

Click the options menu icon ( ) in the top bar. A list of
additional tabs you have open appears.

Use this
menu to select tickets or other types of tabs you have
open. For example, end-user profiles.


In addition to the overflow menu, to help save room at the top of the
ticket interface, the Support label in the product menu changes to a
simple headphone icon ( ) when you have a lot of tabs open.





Support label (full)
Support label (collapsed)













Navigation features in Workforce management

In addition to the unified top-level navigation across products, Workforce
management (WFM) also includes changes to the navigation and sub-navigation
menus to make it easier for admins to manage their WFM accounts.









Unified navigation menu
Sub-navigation menu
Menu locations before unified
navigation


Monitoring
Agent activity
Agent folder > Agent activity



Agent status
Agent folder > Agent status



Agent attendance
Agent folder > Agent attendance



Performance boards
Agent folder > Performance boards



Dashboards
Home > Dashboards


Reporting
Reports
Reports > Reports


Forecasting
Active forecast
Forecast > Active forecast



Forecast scenarios
Forecast > Forecast scenarios



Forecast vs Actuals (EAP)
Agent folder > Forecast vs actual (EAP)


Scheduling
Schedule
Schedule > Schedule



Unassigned shifts
Schedule > Unassigned shifts management



Time offs
Schedule > Time off management



Shift trades
Schedule > Shift trades management


People
Team members
Settings > User management



Teams
Settings > Organization structure >
Teams



Roles and permissions
Settings > Roles and permissions


Settings
Workstreams
Settings > Organization structure >
Workstreams



General tasks
No change



Agent statuses mapping
This option replaces "General tasks" when unified
agent status synchronization is turned
on.



Locations
Settings > Organization structure >
Locations



Time off reasons
Settings > Organization structure > Time off
reasons



Extension tracking
No change



Automations
No change



Audit logs
Name change only. From "Audit log" to "Audit logs"




Account settings
No change







Unified navigation limitations

The following are some limitations for unified navigation across
products. Zendesk is working to fix these issues in future releases.

Not all products have unified navigation. Unified navigation
for Chat, HyperArc, and Zendesk for Contact Center will be available
at a later date.
When you activate or deactivate unified navigation, it can take up to 24
hours for the unified navigation menus in Quality assurance and AI
agents to turn on or off.



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