Google Drive Connector & AI agent context added

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• AI agents
• Copilot
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New

• There's a new setting for OAuth clients that allows admins to enroll their local OAuth clients to have their token get the default expiration applied. This means customers can take action themselves on their own schedule, ahead of the planned enforced expiration. There'll be a checkbox at the bottom of the Edit page for turning expiration on (Apps and integrations > APIs > OAuth clients > Edit OAuth client). Once turned on, it can't be turned off. For OAuth clients created after April 30, 2026, the checkbox will be disabled as these clients already have expirations set by default.

Fixed:

• Audit log events for external OAuth clients now include the client name in the Activity column.

AI agents

• Additional context for procedures. You can now add natural-language context to a generative procedure to give your AI agent behind-the-scenes guidance on how to execute it, such as steering tone, supplying domain knowledge, setting validation rules, or handling edge cases. Context can be added at the procedure, step, or block level, with broader context automatically applying to more specific levels. Available for messaging AI agents. See Adding context to a generative procedure for an AI agent.
• New RAG agent. We've rolled out a new version of the RAG Agent's question-answering capability in the messaging channel, using a new architecture that dramatically improves safety and accuracy.
• Voice: tags for tickets. Voice AI agents can now add tags to a ticket with a call. This is important because tags drive routing, reporting, and automations. This lets customers trigger those workflows directly from voice conversations. Just enter one or more tags in the action's tags field, and they'll be applied to the ticket.

Copilot

New:

• Starting June 11, 2026, we're launching updates for Copilot intelligent triage that lower the effort to get started, improve over time, and expand across Zendesk. From guided onboarding to smarter topic suggestions, this release builds on our recent announcement, moving from "intents" to "topics," and continues our core vision: giving your team the foundation to automate more tickets, power smarter workflows, and scale your support operations with confidence. See Intelligent triage that's easier to start, scale, and manage.

Knowledge

New:

• Introduction of Google Drive Connector for External Knowledge Sources. Starting June 11, 2026, Knowledge admins can connect shared Google Drives to Zendesk as an external knowledge source. Content will automatically sync every 24 hours (or manually on demand), allowing organizations to leverage their existing Google Docs and Sheets across multiple Zendesk knowledge experiences without manual content duplication. See Announcing Google Drive as an external content source for use across knowledge experiences.
• Introduction of Zendesk Connector for external content. Starting June 9, 2026, customers can connect a second Zendesk account or sandbox to their primary account. All published Help Center articles from the connected brand will be ingested as external content in the destination account. Rollout will begin on June 9 and will be completed on June 19, 2026. See Announcing Zendesk as an external content source for use across knowledge experiences.
• Editable Procedures. Starting 11 June 2026, customers can edit a generative procedure directly in the visual canvas instead of regenerating it. Select any block to update its prompts, messages, conditions, actions, or integrations, switch block types (for example, convert a Link to block into an Escalate to block), and reset or restore changes at any time. Edited blocks are highlighted so you can see what changed. You can edit existing blocks, but cannot yet add, reorder, or delete them. Available across all channels. See Managing generative procedures for AI agents.

App Marketplace

New:

• PilotFlow PRO (Support) (paid)

  • PilotFlow PRO is a powerful automation engine built for Zendesk teams that require precision, scalability, and full control over their support workflows. Go beyond the limitations of native triggers by creating advanced rule systems that handle complex scenarios in real time. Automatically assign tickets, apply tags, manage followers, and orchestrate workflows using multi-layered conditional logic.

• Flexivity AI (Support)

  • Flexivity AI is an AI agent assist for Zendesk that helps your team triage, draft, summarize, and learn from every ticket. Trained on your team's history, with transparent confidence scores and full agent control over every response. Auto-classify incoming tickets using categories learned from your team's ticket history, suggest responses based on similar past tickets and relevant knowledge base articles, with reference links — no manual searching required, and surface key facts, decisions, and current sentiment so any agent can pick up where another left off.

• Anthem (Theme)

  • Anthem is a dark, rhythmic Zendesk Help Center theme designed for brands that live in the music, audio, and streaming space. A hot-pink-to-gold gradient system pulses across a deep violet base, with waveform-inspired touches, rounded cards, and glow-on-hover interactions that feel like album art rather than a ticket system. Sora headings bring geometric boldness; inter-body text stays out of the way and lets the energy do the talking.

• Civic (Theme)

  • Civic is an accessible-first Zendesk Help Center theme designed for government agencies, public services, and civic technology organizations. Built in the spirit of the U.S. Web Design System (USWDS), it uses the USWDS blue banner bar, Public Sans typography (the official USWDS typeface), and high-contrast layouts to ensure every constituent can find what they need, regardless of device or ability. Clarity and trust are not optional here, and the design reflects that.

• Smao (Support)

  • Smao is an AI-powered phone assistant that handles incoming calls and lets you define automated workflows based on call events. Smao turns every call into a structured, actionable process. The smao-Zendesk integration allows you to create Zendesk tickets directly from within smao workflows. When a caller triggers a defined workflow - for example, requesting support - Smao can automatically create a fully populated ticket in Zendesk, including ticket type, priority, tags, and the associated contact.

Products with no updates this week

• Support
• AI agents - Advanced
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA