Rollout Control Documentation

Overview

Some Zendesk changes should not go live for every ticket at once. Rollout Control helps admins start smaller when testing changes like AI summaries, CSAT survey updates, escalation paths, routing rules, macros, or agent guidance.

Eligible tickets are split between the current workflow and the new workflow. This makes it easier to review what changed, spot issues early, and decide whether to keep, pause, or expand the rollout.

Rollout Control is meant to support practical Zendesk rollout management. It helps label and organize tickets for review, but your team still owns the reporting, QA review, and rollout decision.

Install

Install Rollout Control from the Zendesk Marketplace.
Open Rollout Control from the Zendesk left navigation bar.
Review the setup screen.
Create your first rollout as a draft.
Confirm the rollout name, labels, and eligible ticket rules.
Publish the rollout when you are ready for new matching tickets to enter.

Admin setup happens from the Zendesk left navigation bar. Agents do not need to manage rollout settings.

Quick start

Name the rollout.
Describe the current workflow.
Describe the new workflow.
Choose the percentage of eligible tickets that should receive the new workflow.
Add eligibility rules if the rollout should only apply to certain tickets.
Save as draft or publish.

Start with a narrow change and a clear group of eligible tickets. A focused rollout is easier to review than one that touches too many workflows at once.

Good fits

Rollout Control is useful when a Zendesk change is important enough to review before turning it on for everyone.

Testing an AI summary workflow on a smaller group of tickets.
Trying a new AI reply guidance or agent assist workflow.
Changing CSAT survey timing, survey prompts, or survey targeting.
Rolling out a new escalation path for selected ticket types.
Comparing a new macro, note template, or agent guidance flow.
Introducing a routing or triage change in stages.
Reviewing a QA process change before applying it broadly.

Keep use cases specific. “New CSAT timing for email tickets” is easier to review than “all survey changes.”

Rollouts

A rollout is a saved configuration for one workflow change. It includes the rollout name, the current workflow label, the new workflow label, the treatment percentage, and any eligible ticket rules.

Example rollout

Active

Rollout

CSAT timing update

Current workflow

Current survey timing

New workflow

Updated survey timing

Rollout statuses

Draft: Saved but not enrolling tickets.
Active: New eligible tickets can enter the rollout.
Paused: New tickets stop entering the rollout.
Completed: The rollout is finished and kept for reference.

Eligible tickets

Eligibility rules decide which tickets can enter a rollout. You can keep a rollout broad, or limit it to specific ticket types, teams, brands, channels, or tags.

Rule	When to use it
Brand	Use when the workflow only applies to one brand.
Group	Use when only tickets owned by a certain team should enter.
Form	Use when the change applies to one ticket form.
Channel	Use when the change should only apply to tickets from a certain channel.
Required tags	Use when a ticket should already have a tag before it can enter.
Excluded tags	Use when some tickets should be kept out of the rollout.

Avoid making the first rollout too broad. Start with the tickets where the change is easiest to understand and review.

Control and treatment

Control is the current workflow. Treatment is the new workflow being tested. Rollout Control marks eligible tickets so you can tell which workflow the ticket received.

Once a ticket is assigned to control or treatment for a rollout, it stays in that group. This keeps the ticket history easier to read and helps avoid confusion during review.

Use plain labels your team understands. “Current CSAT timing” and “Updated CSAT timing” are better than labels that only make sense to the person who created the rollout.

Tracking

Rollout Control adds rollout fields and tags so enrolled tickets can be found later in Zendesk views, searches, and Explore.

Most teams use those values to compare outcomes between tickets that stayed on the current workflow and tickets that received the new workflow.

Common things to review

Did the AI summary or agent guidance reduce follow-up work?
Did a CSAT survey change affect response rate or customer feedback?
Did the new escalation path create fewer bounced tickets?
Did the workflow change resolution time or reopen rate?
Did the change make the process clearer for agents?
Did it create any unexpected issues?

Rollout Control helps label and organize the tickets. Your team should still decide which results matter and how long to run the rollout before making a decision.

Plans

Feature	Free	Pro
Active rollouts	One active rollout	Multiple active rollouts
Treatment percentage	50 percent	Flexible percentages
Pause and resume	Included	Included
Complete rollouts	Included	Included
Import and export	Included	Included
Ramp-up	Not included	Included

FAQ

Does Rollout Control change how tickets are routed?

No. Rollout Control marks tickets for a rollout. Your Zendesk triggers, automations, views, and team processes control what happens next.

Does it send data to an external service?

No. Rollout Control is designed to run inside Zendesk and write rollout information back to your Zendesk tickets.

Can agents change rollout settings?

No. Rollout settings are managed by admins.

What happens when a rollout is paused?

New eligible tickets stop entering the rollout. Tickets that already entered keep their rollout labels and tags.

What happens when a rollout is completed?

The rollout stops accepting new tickets and remains available for reference.

Can I run more than one rollout at a time?

Pro supports multiple active rollouts. Keep the audience for each rollout clear so reporting stays easier to understand.

Should I use this for every workflow change?

No. Rollout Control is most useful when a change is important enough to review before turning it on broadly.