Support settings have moved to Admin Center! This migration enables admins to seamlessly manage their Support and account settings from a single location. This article provides an overview of the unified experience and shows you where to go for more information.
This article contains the following topics:
Managing your settings from a single location
Admin Center has combined settings from Support > Admin with existing Admin Center settings to provide a single location for managing your account. Settings are arranged in a logical breakdown and you don't have to switch between two separate interfaces.
No settings have been removed or deleted as part of the migration and no permissions have changed. Your account configuration will remain completely intact.
Some of the main changes include:
- You don't have to switch between Admin Center and Support > Admin to manage settings for your account.
- You can use Admin Center search to find your settings. You don't have to remember settings locations.
- You can configure all messaging channels in Admin Center. Previously, some social messaging channel configurations were still located in Support > Admin > Channels > Channel integrations.
- Team management has been separated from customer management and the People page has been simplified and reorganized by task.
- Custom role management has moved to Admin Center and it is available for additional Zendesk plan types.
- The People pages for Customers (end users) and Organizations remain in Support, but they have moved to the main navigation bar.
Here are the main navigation points. For details on how the settings locations have changed, see Mapping support settings to Admin Center and Reorganizing settings in Admin Center.
|Account||Billing, security, audit log, and other account essentials|
|People||Team management, user and organization fields, bulk actions, and tags|
|Channels||Ways to connect with customers, from email and voice to messaging and self-serve automation|
|Workspaces||Managing how team members use Zendesk, from views and macros to the Agent Workspace|
|Objects and rules||Ticket fields, triggers, automations, and more|
|Apps and integrations||Apps, APIs, targets, webhooks, and other ways to get data in and out of Zendesk|
Searching for settings in Admin Center
You can search for settings in Admin Center to find where they are located. Search results are limited to Admin Center pages. For example, you can search for Triggers, but not the name of an individual trigger on the Triggers page.
You can also use a curated set of search keywords and synonyms to find pages. For example, when you search for account owner, the search result is the Account > Billing > Contacts page where the account owner is set. When you search for staff, the search results include any page that has settings for team members.
To search for Admin Center settings
- In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
- Locate the search field () at the top of the navigation list.
- Enter your search term.
As you start to type, you'll see a list of results that match the term you entered.
- Click a search result to open that page.
Adjustments to the People page
As part of the Support settings move, the People page in Support has been split into multiple pages. We created a separate page of each of the tabs on the People page and moved some of the pages to Admin Center. This helps reduce the complexity of the People page and splits out the functionality.
The pages that admins typically use are now in Admin Center. This includes Team members (Agents), Roles, Groups, and Tags. The pages that agents typically use remain in Support. This includes Customers (End users) and Organizations. For more information, see Finding and managing users.
Mapping Support settings to Admin Center
This table shows how the main navigation paths for Support settings have changed from Support > Admin to Admin Center.
|Support > Admin||Admin Center. Some settings remain in Support, but most have moved to Admin Center.|
|Support > Admin > Apps > Manage||Admin Center > Apps and integrations > Apps|
|Support > Admin > Manage > People||
The People page has been split into multiple pages in Admin Center. The ability to edit organizations and end users (customers) remains in Support.
|Support > Admin > Manage > People > End users||Remains in Support, but moved to the main navigation bar. Renamed to Customers. Support > Customers ()|
|Support > Admin > Manage > People > Agent||Admin Center > People > Team > Team members|
|Support > Admin > Manage > People > Groups||Admin Center > People > Team > Groups|
|Support > Admin > Manage > People > Organizations||Remains in Support, but moved to the main navigation bar. Support > Organizations ()|
|Support > Admin > Manage > People > Roles||Admin Center > People > Team > Roles|
|Support > Admin > Manage > People > Tags||Admin Center > People > Team > Configuration > Tags|
|Support > Admin > Manage > People > Bulk Management||Admin Center > People > Bulk actions. Separate pages for Import users, Import organizations, and Delete end users.|
|Support > Admin > Manage > User Fields||Admin Center > People > Configuration > User fields|
|Support > Admin > Manage > Organization Fields||Admin Center > People > Configuration > Organization fields|
|Support > Admin > Manage > Brands||
Admin Center > Account > Brand management > Brands
|Support > Admin > Manage > Views||Admin Center > Workspaces > Agent tools > Views|
|Support > Admin > Manage > Macros||Admin Center > Workspaces > Agent tools > Macros|
|Support > Admin > Manage > Reports||Admin Center > Account > Tools > Reports|
|Support > Admin > Manage > Tags||Admin Center > Objects and rules > Tickets > Tags|
|Support > Admin > Manage > Ticket Fields||Admin Center > Objects and rules > Tickets > Fields|
|Support > Admin > Manage > Ticket Forms||Admin Center > Objects and rules > Tickets > Forms|
|Support > Admin > Manage > Context panel||Admin Center > Workspaces > Agent tools > Context panel|
|Support > Admin > Manage > Contextual Workspaces||Admin Center > Workspaces > Agent tools > Contextual workspaces|
|Support > Admin > Manage > Dynamic Content||Admin Center > Workspaces > Agent tools > Dynamic content|
|Support > Admin > Channels||Admin Center > Channels|
|Support > Admin > Channels > Email||Admin Center > Channels > Talk and email > Email|
|Support > Admin > Channels > Twitter||Admin Center > Channels > Messaging and social > Twitter accounts|
|Support > Admin > Channels > Chat||Admin Center > Channels > Messaging and social > Messaging setup|
|Support > Admin > Channels > Facebook||Admin Center > Channels > Messaging and social > Facebook Pages|
|Support > Admin > Channels > Talk||Admin Center > Channels > Talk and email > Talk|
|Support > Admin > Channels > Text||Admin Center > Channels > Messaging and social > Text|
|Support > Admin > Channels > Widget||Admin Center > Channels > Classic > Web Widget|
|Support > Admin > Channels > API||Admin Center > Apps and integrations > APIs > Zendesk API|
|Support > Admin > Channels > Mobile SDK||Admin Center > Channels > Classic > Mobile SDK|
|Support > Admin > Channels > Channel Integrations||Admin Center > Apps and integrations > Channel apps|
|Support > Admin > Business Rules||Admin Center > Objects and rules > Business rules|
|Support > Admin > Business Rules > Routing||Admin Center > Objects and rules > Business rules > Routing|
|Support > Admin > Business Rules > Triggers||Admin Center > Objects and rules > Business rules > Triggers|
|Support > Admin > Business Rules > Automations||Admin Center > Objects and rules > Business rules > Automations|
|Support > Admin > Business Rules > Service Level Agreements||Admin Center > Objects and rules > Business rules > Service level agreements|
|Support > Admin > Business Rules > Rule Analysis||Admin Center > Objects and rules > Business rules > Rule analysis|
|Support > Admin > Business Rules > Answer Bot||Admin Center > Channels > Bots and automations > Bots|
|Support > Admin > Settings > Account > Branding||Admin Center > Account > Appearance > Branding|
|Support > Admin > Settings > Account > Localization||Admin Center > Account > Appearance > Localization|
|Support > Admin > Settings > Account > Audit log||Admin Center > Account > Audit log >Audit log|
|Support > Admin > Settings > Subscription||Admin Center > Account > Billing > Subscription|
|Support > Admin > Settings > Security||Admin Center > Account > Security > More settings|
|Support > Admin > Settings > Schedules||Admin Center > Objects and rules > Business rules > Schedules|
|Support > Admin > Settings > Tickets||Admin Center > Objects and rules > Tickets > Settings|
|Support > Admin > Settings > Agents||Admin Center > Workspaces > Agent tools > Agent interface|
|Support > Admin > Settings > Customers||Admin Center > People > Configuration > End users|
|Support > Admin > Settings > Benchmark Survey||Admin Center > Account > Tools > Benchmark survey|
|Support > Admin > Settings > Extensions > Targets||Admin Center > Apps and integrations > Targets > Targets|
Reorganizing settings in Admin Center
In addition to moving Support > Admin settings to Admin Center, some settings in Admin Center have been reorganized. This table shows how some settings in Admin Center have been reorganized slightly to fit with the new structure.
|Admin Center > Billing||Admin Center > Account > Billing|
|Admin Center > Security||Admin Center > Account > Security|
|Admin Center > Channels||Admin Center > Channels > Messaging and social|
|Admin Center > Sunshine > Sunshine features||Admin Center > People > Configuration > Events setup|
|Admin Center > Sunshine > Objects||Admin Center > Objects and rules > Custom objects > Objects|
|Admin Center > Sunshine > Relationships||Admin Center > Objects and rules > Custom objects > Relationships|
|Admin Center > Sunshine > Events||Admin Center > People > Configuration > Events|
|Admin Center > Sunshine > Profiles||Admin Center > People > Configuration > Profiles|
Migrating Support roles and permissions
User roles and permissions included with Support have not changed. These are maintained as part of the migration. This includes any custom roles and permissions that you set up in Support. The same logic for page navigation and settings restrictions in the interface are also maintained. Here are a few examples:
- By default in Support, agents could use the Views page to create personal views, but they couldn't create shared views. The same is true in Admin Center.
- In Support, administrators and agents with permissions can create custom user fields. The same is true after the migration.
- If you have restricted agents to only view tickets assigned to their group, the same is true after the migration.
- An agent with a custom role that allows them to manage business rules will have access to the appropriate business rules pages in Admin Center. For example, this agent can create triggers on the Triggers page. Agents without this permission will not be able to manage business rules or access the business rules pages.
- Before the migration, only the account owner could cancel products in Admin Center. The same is true after the migration.
Limitations for Support settings in Admin Center
Current limitations include:
- The Recently viewed menu in Admin Center and the migration onboarding tooltips are not available in Chat-only and Sell-only accounts.
Really poor decision to move the admin page. This is a huge loss of convenience. Please revert.
Agreed on the above comments regarding this change making it less convenient to quickly maneuver between various Admin settings. Views for example have become way more difficult to manage, especially as an Admin where I have many audit views set up and need to adjust the filters at times based on variable changes. Would have preferred the settings to become more integrated with Support.
This has made the previously convenient method of managing settings related to the support interface a burdensome task. Please allow the option to revert to the previous method. Trying to work out of Admin Center is a headache at best and silos many of my most needed pages into a completely separate part of the product.
Agreed with pretty much everyone else. The article says this change lets us seamlessly manage our settings, but it's less seamless than before because we literally have to switch to a new tab back and forth? Pretty inconvenient.
At the very least if we stick with this new setup I wish the Admin button in the side bar immediately opened a new tab with the admin centre, so I don't have to click twice and on some small text to get to the options that used to just pop up right on the side.
I am not a fan of having to open multiple tabs at all time to be able to work in the new interface. I used to only need one tab, now I need several at all times. User experience has been made a bit more convoluted. I'm sure the team were aware of this and I'd like to know what the thinking behind it was.
Thank you kindly,
Why did this change again? This is not a good change, we should have the option to change back.
Thanks to everyone for your comments. I have forwarded them along to our Product Management team. We also encourage you to post your comments here.
Thanks Lisa - I've added a comment to https://support.zendesk.com/hc/en-us/community/posts/4408860510490/comments/4435859872410
I think the ability to access the admin center completely independently is great, but I'm not such a fan of getting kicked out into a new tab all the time (sometimes not consistently). I think it'd be great if you can access the admin center independently (as you can now) - but also if you use links or navigation actions from one of the products (e.g. the Support product), then it just opens the admin center within that same product so that you keep your navigation for wherever you were! e.g. like the below?
On some instances I have the "Organization" menu in Support, but on others I don't. Does anyone know why this happen??
Update: Just found the setting "Enable Organization List" under "Agent Interface".. Now the menu is there ;)
I manage multiple Zendesk instances and we typically assign a colour to the sidebar to help tell them apart quickly. With the switch to a centralised `/admin/home` UI, we've lost this convenience.
Is there anyway to add a colour / logo to the new `admin/home` UI? (While I can review the subdomain, when working on Sandbox it's much harder to tell)
When working on Support tickets we often want to add/edit macros which "WAS" easily accessible. You could move back and forth from an open ticket to macros and back.
With Macros buried in admin working with macros AND support tickets appears to be very difficult.
Am I missing something?
I agree with Eduardo and Holly this appears to very bad change for people working on support tickets.
Can we have it accessible in the Admin Center AND from the sidebar? Please.
Terrible step-backwards change, and I don't think it's just because I was used to the old way, agree with previous comments.
For those who don't like the Admin Center opening in a new tab, please install the free Admin Center app.
All my settings were just a click away
This time it looks like it is here to stay :(
Oh I believe, in good updates
To add actual substance, I find this update bothersome in multiple ways but one example is when trouble-shooting macro/trigger/automation events in the contact event history log. When clicking a link to view the macro/trigger/automation that fired, Chrome navigates your same tab into the Admin center and you lose sight of the contact you're troubleshooting. This requires users to open the link in a new tab or duplicate the existing tab once opened and navigate backward. Neither are ideal solutions, what if the links opened in a new tab by default?
Anthony, I agree that being able to differentiate Admin Center by brand would be useful. If you're using Chrome, you could try adding each brand's admin center to a tab group, and then differentiating them based on color and name. Check out Google's article Organize your tabs with Chrome tab groups for more info. I would also encourage you to share this feedback in our article What do you think about the new and improved Admin Center?.
Vaughan, I think that opening those links in a new tab, by default, would be a great change. You may already know this, but you can open a link in a new tab using a keyboard shortcut; 'ctrl + click' or 'command + click' depending on your OS. Please be sure to share your feedback in the article that Lisa mentioned previously; What do you think about the new and improved Admin Center?.
Im looking to set up service level agreements (SLA's) but when I follow your instructions I cannot find the Business rules > Service level agreements. I only see Triggers and Automations,
Please see image above,
Maybe my level of access? Please let me know,
Hi Mobyfox Customer support
You need to be an admin on one of these plans to define and use Service level agreements:
See Defining and using SLA policies
Understood, may I ask to be directed via link to view both these plans? As we wish to upgrade!
Mobyfox Customer support
Here's a link to the Zendesk Suite plans and the Support only plans.
If you have any additional questions, contact Zendesk Customer Support.
The link that was sent by yourself is giving me an Oops error, See Defining and using SLA policies.
Mobyfox Customer support Fixed.
See Defining and using SLA policies
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