Zendesk

Procedure testing for auto assist is now available, and Contact Center admin Groups and Roles pickers gained live search and filtering. Fixed Jira sites with more than 100 projects not showing all projects, non-clickable AI agent quick-answer links, duplicate transcript processing for calls with Amazon Connect real-time transcripts, plus a Marketplace expansion of 20 new apps.

Contact Center admins can now let agents choose an outbound queue before placing a call, and iOS SDK 2.41.0 and Android SDK 3.1.0 add brand filtering plus Serbian and app-language support. Several fixes across Knowledge and Mobile SDKs, including a JWT retry loop on Android and crashes on iOS connection setup.

Contact Center Voicemail is available via a reusable Amazon Connect voicemail flow with optional per-queue transcription and configurable routing. Copilot auto assist procedures gain draft mode, version control, and searchable management in Knowledge admin, and three new Knowledge connectors (Helpjuice, WordPress, ReadMe) are available.

Copilot now shows agents past tickets that resemble the current one so they can reuse proven solutions, and agentic email customers gained embedded templates in generative procedures as of September 16, 2026. Web crawler sitemap discovery, locale filtering, and Contact Center onboarding fixes also shipped, plus a batch of new marketplace apps.

Voice AI agents now support Colombian, Ecuadorian, and Peruvian Spanish, Canadian English and French, and Malay with curated high-fidelity voices, plus an admin speed slider that applies agent-wide. Voice conversations now include call recordings playable in Conversation logs, and the Help Center GitHub integration moves from an OAuth App to a GitHub App for granular repository permissions.

Added a new call leg status and metric for unreachable agents, plus a Rules Analysis app that audits broken triggers and automations. Fixed AI agent escalation, email link handling, and knowledge article restoration issues.

Zendesk's Android SDK 3.0.0 removes the deprecated Messaging module and raises the minimum API level to 24 (Android 7.0). Also adds AI agent features, Contact Center multi-tab support, and six new marketplace apps and themes.

Editor fixes cover sign-out 404s on brand switching, an SSRF guard blocking legitimate asset URLs, translation routing losing the locale, callout removal breaking accordions, preview styling gaps, and content insertion limits around tabs/accordions. Voice adds collapsible live transcript and call summary panels; WFM adds audit logs for Forecast changes; several new apps and themes are available.

Web crawler URL rule limits rise to 500 per crawler, and knowledge editor URL fetches now reject non-HTTP(S) schemes and loopback addresses, closing a reported security hole. AI Agents gain customer-segment restrictions and a Link node for email/ticket procedures; plus new marketplace apps and themes.

AI translations are now generally available for messaging and chat, completing channel coverage. Voice AI agents gain a testing widget, full call recordings in Agent Workspace, and mid-call text/email messaging. Fixed a bug causing increased user token invalidation and logouts, plus web crawler limits raised to 50 per account.

API tokens unused for more than 30 days auto-deactivate, and those deactivated for over 60 days are deleted. Enhanced session security rolled out to all accounts. Live call transcripts are now available in Agent Workspace for Voice and Contact Center customers. Also: callouts, tabs, and accordions render in article previews; web crawler limit increased to 50; Android SDK targets Android 17 with compileSdk 37.

Supervisors can now silently monitor and barge into agent calls. The Android SDK will require a minimum API level of 24 (Android 7.0) in its next major version. Also added auto-accept calls on PSTN lines, Jabra headset controls, browser notifications for voice calls, and agent log downloads.

Contentful and Jira are now available as knowledge sources, and a conversational help center experience (EAP) launches with the Lisbon theme. Agents can now change incoming call ringtones and volume, and auto assist can generate suggestions from external sources and similar solved tickets.

Enhanced session security detects compromised team member sessions, and AI agents get embedded templates that let procedures call into deterministic dialogue flows and return control. Also new: voice call ringtone customization, AI agent activity dashboard EAP, table cell type switching in Knowledge, and three new App Marketplace integrations.

Admins can now restrict outbound calling to specific agent groups. The Zendesk connector can ingest articles from private help centers and now supports PDFs as article attachments (EAP). AI agents now support Zendesk schedules to exclude holidays when checking agent availability. CSAT ratings are available in the real-time monitoring ticket progress dashboard. Four new apps launched in the App Marketplace: Clonepartner for help desk migration, PII Shield for scanning and removing sensitive data, Netgsm SMS for sending SMS from tickets, WitWave for WhatsApp voice notes, and KnowledgeBridge for generating machine-readable files from Help Center articles.

Intelligent triage classification from Copilot add-ons is now available on Suite and Support Professional plans and above. Fixed a click-to-call issue from the Web Widget when Help Center authentication was enabled, and added Amazon S3 as an external knowledge source.