API tokens deprecated by April 2027; Voice AI agents gain multilingual voices

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
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New:

• API tokens are being removed as a method for authenticating API requests by April 30, 2027.
• OAuth access token expiration enforcement starts on June 30, 2026, and completes by April 1, 2027.
• Low, Medium, and High password levels will be removed starting August 17, 2026.

Fixed:

• OAuth access tokens can now have a length of up to 184 characters.

AI agents

New:

• We've significantly expanded the voice configuration capabilities of Voice AI Agents. You can now choose between multilingual male and female voices, and configure voice overrides for specific locales and accents using higher-fidelity voice models. This makes it easier to create localized experiences while maintaining a consistent global voice strategy. For example, a single AI agent can use one voice for English (US), another for English (UK), and a different voice for French or German customers. The new voice models also deliver more natural, human-like speech quality, helping create smoother and more engaging customer conversations.
• Added a new Hangup action that can be used within voice flows and procedures. When triggered, the action cleanly concludes the conversation and ends the call.
• [Rolled out an upgraded voice cancellation model across all conversations by default. This improves audio quality, transcription quality, and overall conversational naturalness while reducing confusion during interactions.
• Added pronoun handling examples for previously unsupported locales, improving response quality and language consistency in those languages.
• An agent can now validate the length of numeric or alphanumeric inputs (such as order IDs or driver's license numbers) using a dedicated tool, improving reliability in verification and data collection flows.

Knowledge

New:

• AI agents and generative search can now use PDF content to leverage that knowledge when responding to customers.
• You can now connect Box as an external knowledge source to your Zendesk account to make the content available wherever external content is used.

Fixed:

• Fixed an issue where article body content returned by the Help Center API contained Unicode escapes (\u003E, \u003C) instead of the original < and > HTML tags.
• Fixed an issue where the 'Visible to' field would clear without warning when changing the default language while creating an article, silently preventing the article from being saved.
• Knowledge gap identification was refined to not consider auto assist procedures as a source when checking if a topic is covered by existing knowledge.
• The 'View automation potential' button is available in Admin Center > AI Agents for accounts with automation potential disabled. This allows those accounts to enable the feature if they so desire.
• Custom agents can now be invoked from AI agents through action flows without the request instantly timing out.

App Marketplace

New:

• ConfigMap (Support) (paid)

  • ConfigMap is a powerful admin tool that maps and visualizes relationships across your Zendesk configuration, helping you understand dependencies before making changes. Search any object—such as triggers, automations, groups, macros, views, SLA policies, ticket fields, forms, statuses, tags, or brands—and instantly see where it is referenced and what it impacts.

• Relatel (Support)

  • This integration makes it possible to automatically display tickets from Zendesk when you receive calls in Relatel. The integration looks up tickets in Zendesk where the customer's phone number is listed. This gives you easy access to relevant and up-to-date information about your customers when they call in.

• Beep Voice Messages (Support)

  • Beep helps support teams send clearer, faster updates in Zendesk with voice messages and automatic transcripts. With one click, agents can insert the recording link and optional transcript into the active reply or internal note. This is useful for explaining complex issues, sharing handoff context, coaching teammates, or sending more personal customer responses. Beep also includes recording history for quick reuse, plus optional expiration controls so teams can manage how long shared recordings remain accessible.

• ButtonPDF (Support) (paid)

  • ButtonPDF lets Zendesk admins add a polished PDF download action to Help Center articles. Install the app, enter your ButtonPDF API settings, connect Zendesk OAuth when prompted, then copy the widget snippet into your Guide theme or use the assisted setup flow.

• AI Invoice Processing (Support)

  • AI Invoice Processing turns every invoice into structured, actionable data the moment it hits your queue. When a ticket arrives with an invoice, purchase order, or financial document, the app reads the attachment and extracts key fields like vendor name, invoice number, line items, amounts, and due dates directly into your ticket fields. Structured, validated, ready to act on.

• Klarion AI Support Analytics for Zendesk (Support)

  • Klarion AI Support Analytics analyzes Zendesk support tickets and chats to show why customers are reaching out, where support burden is coming from, and which issues are creating the most customer pain. Klarion goes beyond ticket counts and basic tags. It reads every conversation, extracts the distinct issues inside each case, and connects those signals to customer and revenue data to quantify business impact, including support cost, customer frustration, revenue risk, and account health.

• Shopline Support (Support)

  • Shopline Support automatically looks up the requester's email or phone number in your Shopline store and displays the matching customer profile and order history — no tab switching required. View things like customer profile: name, email, phone, total orders, and lifetime spend. Browse full order history with status, payment, and fulfillment details, and inspect individual orders: line items, shipping address, tracking info, and refunds.

• Pumble (Support)

  • Pumble is a powerful team chat and collaboration platform that helps your team members stay connected, share information instantly, and resolve tickets faster. By bringing your team's communication into one centralized hub, you can eliminate silos and boost productivity. Connect Zendesk with Pumble to allow you to interact with Zendesk Support tickets directly in Pumble.

• BrandGuard by BCP (Support)

  • BrandGuard by BCP keeps every Zendesk agent reply on-brand — automatically. BrandGuard is built on the Brand Context Protocol (BCP), an open framework that turns scattered brand guidelines into a machine-readable contract that AI agents, copy-review tools, and quality systems can enforce in real time. Agents click Check Draft in the ticket sidebar to score the current reply against your brand voice, tone, banned phrases, and policy rules before sending.

• Onro (Support)

  • Onro s a last-mile delivery and courier management platform designed for courier companies, logistics providers, retailers, grocery businesses, and other organizations that manage delivery operations. The Onro Zendesk app helps support agents search for delivery orders directly from the Zendesk ticket sidebar using an Onro order code. Agents can view key operational delivery information, including order code, delivery status, status update time, order type, service type, delivery method, and vehicle type when applicable.

• Extend Support (Support)

  • Extend Support integrates with Zendesk, giving support agents the ability to view and action Extend customer claims directly from the Zendesk ticket sidebar, view all extend warranty claims for the ticket requester in an embedded sidebar widget, see auto-approval and auto-denial decisions inline with each claim, review product and fulfillment details for every claim, approve or deny pending claims without leaving Zendesk, and automatically create Zendesk tickets from Extend claim events to streamline agent workflows

• ScopeHQ Bridge (Support)

  • ScopeHQ Bridge is the ScopeHQ product for Zendesk and Azure DevOps coordination. From inside any ticket, an agent can create a new ADO work item (bug, task, user story) with the ticket subject and description prefilled, link an existing work item by ID or search, and watch the work item's state, sprint, assignee, and recent comments live in a side panel that hides until needed. Comments sync both ways: replies on the ADO work item land in the Zendesk ticket as internal notes

• Slack Escalations (Support)

  • Slack Escalations gives every ticket its own dedicated Slack channel — created in one click from the sidebar. Agents stay in Zendesk. Everyone else stays in Slack. Both sides see the same conversation, in real time.

• Protocol Generator (Support)

  • Protocol Generator automatically creates unique, formatted protocol numbers and writes them directly into a custom ticket field the moment a ticket is created — no manual work needed. Once installed, the app runs silently in the ticket sidebar. When a new ticket is opened in an active group, it generates a protocol number following your configured format and saves it to the custom field you defined during installation. Agents can also copy the number or regenerate it with a single click.

• Firewatch (Support) (paid)

  • Firewatch is a real-time operational gap monitor for Zendesk Support. It gives supervisors an always-on view of tickets falling through the cracks across four critical categories: unassigned, no group, no form, and stale (over 30 days). Click any gap count to open the full list of tickets. Click any ticket to open it inside Zendesk — no new tabs.

• In App Notifier (Support)

  • In App Notifier helps support teams display targeted modal alerts to agents directly inside Zendesk Support. Use it to announce policy updates, critical operational notices, workflow reminders, and contextual prompts during ticket handling.

• FrontFoot (Support)

  • FrontFoot is a B2B SaaS platform that helps customer success and support teams resolve contract exception requests without slow escalation chains. The FrontFoot Zendesk integration adds a sidebar panel to every support ticket. When an agent receives a T&C exception request, they click 'Draft reply,' and FrontFoot generates a response grounded in the company's contract terms, approved give-to-get policies, and tone guidelines — without the agent ever leaving Zendesk. Drafts are inserted into the Zendesk reply composer with one click. Each draft is attributed to the signed-in agent and synced with their FrontFoot account so the full conversation history is available in the FrontFoot web app.

Products with no updates this week

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