Zendesk

Auto assist now stops suggesting after three dismissals, and AI translations reached GA for messaging and chat.

Auto assist tuned its suggestion behavior. Suggestions stop appearing on a ticket after an agent dismisses them three times. Links to external sources used to generate a suggestion appear in the rationale's Sources section; articles without an accessible URL show title-only. AI translations are GA for messaging and chat, completing channel coverage across email, web form, and API.

Knowledge tooling gained flexibility. Web Crawler creates and updates records without a URL when the source type doesn't require one, and supports up to 500 include/exclude URL rules per crawler. Custom-themed help centers can disable built-in tabs for their own behavior. Auto assist reads "Visible to everyone" articles in sign-in-required help centers, and Contentful works as an external knowledge source.

Admin Center security tightened. Enhanced session security, detecting suspicious activity in agent and admin sessions, reached all accounts July 28. API tokens unused over 30 days auto-deactivate; deactivated over 60 days are deleted; new accounts can't create them. Proactive 5- and 1-minute session reminders and the "Manage Zendesk Support apps" custom role permission shipped.

Support views auto-refresh every minute without manual refresh, keeping sidebar counts and ticket tables current; auto-refresh pauses during bulk actions.

Enforcement calendar:

• API token auth removed by April 30, 2027
• OAuth expiration enforcement June 30, 2026 – April 1, 2027
• Password levels removed from August 2026
• AI agent tickets enforcement begins May 4, 2026