| Announced on | Rollout starts | Rollout ends |
| October 28, 2024 | October 28, 2024 | TBD |
Today, we're launching Department Spaces, a major enhancement to give you greater control over your organization. Department Spaces allows you to segment access to your Zendesk data by the internal divisions of your company. Keep your regional, departmental, brand, or business units separate with stronger privacy protections on ticket data. Assign your teams to the outward and inward-facing functions they serve and keep data in the right hands.
Zendesk has offered brands as a way of presenting multiple outward-facing identities to your customers for many years. Department Spaces now allows you to control internal access to the divisions of your company, making your Zendesk configuration a true enterprise solution.
This announcement includes the following sections:
What is changing?
Department Spaces use the brands objects found within Zendesk today, and we’ll be incrementally changing the naming to reflect the move to departments.
This feature allows agents to belong to specific departments, determining their ticket access. Department Spaces is for customers with complex organizations and for managing Employee Service, enabling partitioned data access for multiple departments or brands within one instance. Departments can be used to partition brands, regions, internal functions, or lines of business.
Why is Zendesk making this change?
We are implementing these changes to address the need for granular data access controls within a single instance and the challenge of managing multiple instances. These changes allow for enhanced scalability within our product, allowing customers to partition ticket access based on agent membership in departments.
What do I need to do?
No action is required to use Department Spaces. Ticket access will remain the same if you do nothing to team member membership.
If you'd like to use Department Spaces with omnichannel routing, messaging, or Talk, a special configuration is required.
We are working on ensuring omnichannel routing, Talk, messaging, and Chat all working with Department Spaces in the near future.
To access these new features, customers must be on a Support or Suite Enterprise plan. Additionally, customers will need to remove team members from departments if they’d like to restrict access to certain tickets. Administrators can now assign team members to specific brands, limiting their access to tickets outside of their assigned brand unless explicitly added via CC.
Thank you for your attention to these important updates as we continue to enhance the Zendesk experience for our customers.
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.