Release notes

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.

Admins can now configure how many times an IVR greeting repeats (one to three) before routing to the default option, and the speaker diarization model used to label speakers in post-call transcripts has been improved. Also includes ten new App Marketplace integrations.

New features for Zendesk include a Google Drive Connector for external knowledge sources, allowing content to sync automatically. AI agents can now receive natural-language context for procedures to guide execution. The release also includes updates to Copilot's intelligent triage, a new RAG agent architecture, Voice AI agent tagging capabilities, editable generative procedures, and new apps and themes in the App Marketplace.

API tokens are being removed as an authentication method by April 30, 2027, and OAuth access token expiration enforcement begins June 30, 2026. Voice AI agents now support multilingual male and female voices with locale-specific overrides, a new Hangup action, upgraded voice cancellation, pronoun handling for additional locales, and numeric input validation. Knowledge base features include PDF ingestion for AI agents and generative search, Box integration as an external knowledge source, and fixes for Help Center API Unicode escaping and 'Visible to' field clearing. Plus seven new marketplace apps including ConfigMap, Relatel, Beep Voice Messages, ButtonPDF, AI Invoice Processing, Klarion AI Support Analytics, and Shopline Support.

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

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

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

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

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

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

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

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

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

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

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

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

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

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