Zendesk is currently modernizing the user experience by introducing a unified global navigation model. This means that the way you switch between products and navigate your daily tasks will soon look and feel different.
What is changing?
The update aims to provide a consistent, simplified approach across the entire Zendesk product suite. Here are the most notable changes:
- New Product Tray: The button used to switch between Support, Explore, and Admin Center has a new look and is now located closer to the side navigation controls.
- Consistent Side Navigation: All products will now feature a left-side navigation bar. For tools like Workforce Management (WFM), this is a significant shift from the previous top-menu layout.
- More Workspace: You can now expand or collapse the navigation panel at the bottom of the screen, or use keyboard shortcuts: ctrl + [ to collapse and ctrl + ] to expand.
- Enhanced Ticket Tabs: In Support, the ticket you are currently working on will be more clearly highlighted. An "overflow" menu has also been added to manage multiple open tickets without compressing tab readability.
No features are being removed
It is important to note that this is purely a navigation change. No features or settings are being altered or removed, and all Admin Center pages remain exactly where they were before.
Note: This initial release applies to Support, Admin Center, and WFM. Updates for Analytics (Explore) and Chat will follow at a later date.
What do I need to do?
As an administrator, no configuration is required for this change to take effect. However, we highly recommend informing your agents so they are prepared for the visual update.
If you want to get ahead of the curve, you can still test the interface by enabling "Unified Navigation" under Admin Center Appearance until the rollout is complete.
Need help with the transition? Our experts are here
to help you navigate these changes or optimize your Zendesk setup for
the new interface.
Contact us today for a chat.