| Announced on | Rollout starts | Rollout complete |
| July 11, 2025 | August 5, 2025 | September 18, 2025 |
Zendesk is announcing an update to the Objects and Rules > Tickets > Settings section in Admin Center to create a modernized version of the page. This update streamlines the layout, separates key ticket settings into clearer, expandable sections, and provides new features and controls for managing your ticketing configurations.
This announcement includes the following topics:
What is changing?
With the new page layout, related settings are grouped together so they can be quickly found at a glance. Setting sections can be expanded or collapsed as needed to reduce page length and visual overload. These sections are:
- Comment options for agents: Set preferences for public and private comments, emoji use, and style format.
- Downloads and attachments: Decide when agents and end users can download and include attachments.
- CCs and followers on tickets: Set permissions for CCs and followers, and customizing your follower email.
- Assignments and notifications: Configure auto-assignments, suspended ticket notifications, and ticket IDs.
- Custom ticket statuses: Tailor your ticket workflow to fit your workflow.
- Tags: Manage the tags you apply to users, tickets, and organizations.
- Modify closed ticket: Choose the fields that admins can update on closed tickets.
- Solved ticket reassignment: Manage how solved tickets are reassigned when team changes occur.
- Continuous conversations: Forward unread messages to the end users' email if they become inactive.
- Agent collaboration for messaging: Enable agents to collaborate and respond in messaging conversations.
As part of this change, the Ticket sharing settings have been split into their own page and can be found at Objects and Rules > Tickets > Sharing
Why is Zendesk making this change?
The updated Ticket settings page provides better ways for you to manage and customize your ticketing environment, including:
- Simpler navigation between different ticket configuration areas.
- Enhanced settings clarity, making it easier to understand and update ticket properties and workflows.
- Streamlined controls to help admins implement changes efficiently.
What do I need to do?
You don’t need to do anything. This update will roll out automatically to your account.
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.