| Announced on | Rollout starts | Rollout ends |
| May 21, 2024 | May 21, 2024 | June 26, 2024 |
Zendesk is excited to announce that agents can now filter by content record type and view suggested results within the Support global search menu.
This announcement includes the following topics:
What is changing?
When agents open the search menu in Support, they'll now see content record type filters at the top of the menu. As agents begin entering a search term or applying any of the filters, suggested results appear. Agents can navigate directly to these results by clicking them within the search menu. 
Agents can also see more results or apply additional filters by pressing Enter or clicking All results. Their filters and search terms persist when they access the search results page.
Why is Zendesk making this change?
Agents spend a large portion of their day searching for information – this is in part due to inefficiency and context-switching that is prevalent when searching. Agents often need to find tickets related to the same problem, tickets from the same requester, or relevant articles to help them resolve their tickets.
However, the current process disrupts their workflow as they have to navigate to the search results page each time they need information, taking them away from what they were working on and out of context. By adding filtering and result suggestions to the search menu, agents can accomplish more search tasks from the menu and without having to leave what they’re working on.
What do I need to do?
You don’t need to do anything. This new menu is automatically available when you open the search menu. To learn more, see Searching Zendesk Support data.
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.