Zendesk

Intelligent triage classification from Copilot add-ons shipped to Suite and Support Professional plans at no extra cost.

Voice gained admin controls and agent quality-of-life improvements. Admins can now restrict outbound calling to specific agent groups and configure IVR greeting repetitions (1–3 before default routing). Agents can change incoming call ringtone and volume. Outbound calls blocked or declined by the end user now show an error message instead of silently failing. Speaker diarization for post-call transcripts improved.

Knowledge connected to Contentful and expanded ingestion. The Zendesk connector now ingests articles from private help centers and supports PDF attachments. Contentful is available as a new external knowledge source.

Admin Center and security tightened. Enhanced session security detects compromised sessions for agents and admins. Proactive session duration reminders (5- and 1-minute warnings) added. Password-change and password-expiration emails were updated for clarity. A new "Manage Zendesk Support apps" permission option is available for Enterprise custom roles. Multiple custom roles can now be compared side-by-side in a matrix view. OAuth clients can enroll in default token expiration ahead of enforcement deadlines.

Copilot and AI agent updates. Admin Copilot is now available to all Suite Professional+ customers at no extra cost. Action builders and custom actions enhanced with visibility and flexibility. Custom objects now support currency fields. Voice AI agents support multiple languages (EAP), with improved digit verification and turn detection.

Deprecation and enforcement calendar. API tokens will be removed as an authentication method by April 30, 2027. OAuth access token expiration enforcement runs June 30, 2026 – April 1, 2027. Low/Medium/High password levels removed starting August 2026. AI agent tickets enforcement begins May 4, 2026. Rate limits for ticket_updates endpoint apply to legacy accounts from July 30, 2026.

New app marketplace additions. XCHK Verification provides live video identity verification from the ticket sidebar. Allegro Connector by Volvox retrieves order and tracking data. Sidebar Search reads ticket context for quick search suggestions.