Zendesk

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

This week's release notes include:

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

Copilot

New:

• Admin copilot is now available to all Zendesk customers on Suite Professional and above accounts at no additional cost. This gives admins access to AI-powered insights, recommendations, and conversational assistance to help optimize their Zendesk setup.

Knowledge

New

• When tracking your support and service requests in the Customer Portal, all fields available for selection are specific to your selected brand and help center. All columns that are displayed in the list of requests are also shown in the drop-down menu together with the six system field columns.

App Marketplace

New:

• VOC Patterns by Zendesk (Support)

  • VOC Patterns is a proactive analysis tool that analyzes support tickets to reveal customer trends, common issues, and improvement opportunities, developed by Zendesk Labs. Surface recurring customer pain points, highlight top drivers of customer satisfaction or frustration, spot improvement opportunities and quick wins, and track trends in ticket volume or customer feedback.

• Inkeep Agents (Support)

  • Inkeep is an AI agent platform for teams and enterprises. Configure agents with the knowledge, tools, skills, workflows, and MCP integrations your team needs. Chat with the agents your team has configured, generate grounded reply drafts, and apply them to tickets in one click. Connect to your knowledge base, third party services, and more.

• Aurora (Theme)

  • Aurora is a light, gradient-rich Zendesk help center theme designed for SaaS, creative tools, and modern tech products that take design seriously. Purple-to-pink-to-blue gradient meshes, frosted glass cards, and generous whitespace create a luminous visual system that feels polished without feeling heavy. DM Sans carries both headings and body text with geometric precision, keeping the reading experience clean while layered gradients add depth and delight.

• Basecamp (Theme)

  • Basecamp is a rugged-refined Zendesk help center theme designed for brands that get people outside. Forest green and blaze orange on sandy cream neutrals, topographic textures, and badge-style labels create a look that feels like a trailhead map, not a ticket system. Bricolage Grotesque headings bring distinctive adventure-craft character. Inter body text keeps long trail guides and travel content easy to scan. An optional dark mode rounds out the campfire-reading experience.

• Capsule (Theme)

  • Capsule is a clean, approachable Zendesk help center theme designed for pharmacy, supplement, and health and wellness brands. Teal brand color, warm peach surfaces, and mint-tinted card backgrounds create a palette that feels both trustworthy and welcoming. Figtree typography, with its warm geometric curves, carries both headings and body text with a friendly modern quality. Pill-shaped buttons and rounded cards reinforce the health identity without the cold weight of a clinical interface.

• Monchart Analytics (Support)

  • Monchart Analytics turns your Zendesk ticket data into clean, embeddable charts in seconds — right from your Support top bar. Monchart reads your account's active custom ticket fields via the Ticket Fields API and lets you pick any dropdown, checkbox, or multi-select field to visualize. Custom field values are not stored — data is aggregated in-browser and only the aggregated counts are saved.

• Dynamic Content Manager by LEAFWORKS (Support, paid)

  • Dynamic Content Manager by LEAFWORKS makes managing dynamic content in Zendesk faster, cleaner, and far more intuitive than the standard admin interface. Create, edit, organize, and maintain dynamic content and language variants in one modern workspace—without endless clicks, page switching, or losing track of what content exists. Switch effortlessly between language variants, create missing translations without jumping between pages, and preview every variant before publishing—including HTML content for signatures or help center articles.

• Ticket Generator (Support, paid)

  • Ticket Generator creates realistic, AI-powered sample tickets directly inside your Zendesk, configured to your industry, team structure, and ticket types. No copy-pasting, no lorem ipsum, no fake names.

• Forest Admin (Support)

  • Forest Admin is the ops orchestration layer for fintechs, where humans and AI agents run compliance and business operations together, across any supplier and any database. Your data never leaves your infrastructure. This integration connects your Zendesk support tickets directly to Forest Admin. Without leaving a ticket, your support team can view linked customer records, search across your Forest Admin collections, and execute Smart Actions such as refunds or account updates — with permissions and audit trail fully enforced.

• Conversation Analysis (Support) (paid)

  • Conversation Analysis is a powerful admin and manager tool designed to surface insights hidden within Zendesk ticket conversations. Search across all ticket comments using comma-separated keywords or phrases and instantly retrieve matching tickets with highlighted snippets for fast context. Refine results using multi-select filters for status, group, brand, author type, visibility, date ranges, and custom ticket fields.

• Micromerce (Support)

  • Micromerce helps you turn Zendesk data into better onboarding experiences. Your support team sees problems first. When an onboarding goes sideways, it usually shows up in Zendesk long before anyone flags it in a status meeting. Micromerce takes that signal — along with data from your CRM, billing, project tools, and legacy systems — and turns it into a real-time picture of every customer implementation you're running.

• SummaryFalcon (Support) (paid)

  • SummaryFalcon analyzes Zendesk tickets to generate concise intent summaries, categories, and sentiment so agents can triage faster, respond consistently, and monitor trends.

Products with no updates this week

• Support
• Admin Center
• AI agents - Advanced
• AI Agents
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Accounts and billing
• Admin Center
• AI agents
• Copilot
• Agent Workspace
• Objects and business rules
• People
• Knowledge
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• The AI agent tickets feature will be enforced starting May 4, 2026, requiring all bot-handled conversations to create AI agent tickets for better visibility, compliance, and unified insights. Users must audit and update integrations to avoid duplicate tickets. See AI agent tickets.

• IT asset management (ITAM) is now generally available, providing a unified platform to track, monitor, and manage technology assets within Zendesk Support. It includes device details integration into ticket workflows, with up to 500 asset records included. See Turn on IT asset management.

• The Suspended tickets view in Support has been updated with an improved user interface and new filtering options, including filters for suspension cause, sender email addresses, and email subjects. These enhancements make it easier for admins and agents to manage suspended tickets. See Viewing, recovering, and deleting suspended tickets.

• Support tickets include new standard ticket fields for automated ticket resolutions. These fields help you understand how tickets were resolved and enhance reporting for AI agents. Ticket fields for automated resolutions include Resolution type, Resolution tier, and Channel group. See About automated resolution tiers and About ticket fields.

• You can hide the translation disclosure message when using AI translations for ticket comments. By default, a "Translated by AI" notification appears when you send AI translated messages. For customer replies on async channels (email, web form, and API), you can use a setting in Admin Center to hide the disclosure. This setting does not apply to translations on live chat and messaging channels. See Turning on conversation translation for agents.

Accounts and billing

• Eligible self-service and sales-assisted customers can buy more IT assets for IT asset management (ITAM) directly from the Subscription page in Admin Center. IT assets are sold in packs. Each asset pack includes 500 additional asset records per month. See Buying more IT assets.

Admin Center

• Admin copilot is now available at no additional cost for all Zendesk Suite Professional and above accounts. It provides AI-powered insights, recommendations, and conversational assistance to help admins optimize their Zendesk setup. See About admin copilot.

• The Features page in Admin Center has moved to a new location in Account > Usage > Features. To make the page easier to use, the page includes expanders to show and hide each product area. See Viewing and managing features.

AI agents

• AI agent capabilities are being expanded to all Zendesk customers, removing plan distinctions and unlocking advanced features such as agentic reasoning and API integrations. Onboarding is streamlined with guided self-service and unified cross-channel management. See Getting started with AI agents.

• The action builder integration with AI agents enables AI agent builders to invoke custom actions and action flows directly within the AI agents workspace, enhancing workflow flexibility. A new Actions menu organizes configured actions, API integrations, action flows, and custom actions for easier access. See Understanding the action builder and action flows.

• The Understood conversations metric in the AI agents reporting dashboard has been updated to include conversations directly escalated to human agents as understood, reflecting more accurate AI agent performance. See Analyzing advanced AI agent performance with the reporting dashboard.

• The automatic integration between AI agents and email now automatically connects newly created email AI agents to the email channel for new customers starting May 11, 2026. This includes automatic email integration setup, creation of an email automation trigger, and channel management limited to the selected brand. Existing customers retain manual integration. See email automation trigger.

• AI agent reporting has been updated to unify conversation statuses across all channels and introduce a distinction between contained and verified resolutions, providing a more accurate view of AI agent performance. Automated resolution rate calculation now includes both contained and verified resolutions. These changes enhance transparency and clarity in AI agent outcomes. See About automated resolution tiers.

Copilot

• AI ticket summary is now available with capped usage for Suite and Support Professional plans and above at no extra cost. This AI-driven tool creates clear, actionable overviews from complex ticket histories, boosting agent productivity with zero setup required. A monthly allowance of 5 AI tool uses per agent is included, pooled across the team, with a maximum of 500 uses per month. This expands access to Copilot functionality alongside generative AI writing tools introduced earlier. See Turning on and configuring AI-generated ticket summaries.

• Three AI-generated procedure drafts are now automatically provided for new Copilot add-on customers within 24 hours of purchase, based on common support issues, recent solved tickets, and knowledge base articles. See About AI-generated procedures.

Agent Workspace

• PDF preview in the Agent Workspace allows agents to view PDF attachments directly within the ticket interface without downloading them. This native inline viewer improves security by reducing local file downloads.

Objects and business rules

• Action builder now supports custom objects natively, enabling admins to create sophisticated automated action flows using custom object triggers and actions. Additionally, custom labels can be added to actions for better clarity. See Creating action flows to automate processes across Zendesk and external systems.
• The currency field type for custom objects allows admins to store and manage pricing information within custom objects such as services, orders, and contracts. It supports tracking prices in different currencies and automating updates via triggers. See About custom fields and custom field types and Defining a custom object's schema with custom fields.
• Task lists enhancements introduce the ability to require all tasks in a list to be completed before a ticket can be solved, plus new options to activate/deactivate and clone task lists. These improvements help ensure process adherence and make task list management more flexible and scalable. See Creating task lists to help agents solve tickets and Editing and managing task lists.
• Configuration management now supports omnichannel routing queues, enabling admins to configure, test, compare, and deploy routing queue setups safely across sandbox and production environments. This reduces risks of misrouting and SLA breaches. See Inspecting sandbox and production account configurations and Deploying account configurations from one environment to another.

People

• Verification status icons in the Customer list have been updated for clearer, more consistent display across the Customer List and User Profile page. Separate icons now indicate unverified users and unverified primary emails, improving clarity and accuracy of verification status.

• A new custom role permission for managing ticket settings allows agents in custom roles on Enterprise plans and above to access and modify ticket settings in Admin Center, a capability previously limited to admins. See Creating custom roles and assigning agents for details.

• The 12-hour session duration limit is being enforced for all team members to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions starting in Phase 2. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.

Knowledge

• Automatic link discovery for the web crawler allows it to automatically discover and index your content by following links throughout your website. This eliminates the need for a sitemap or for manually specifying every page you want to crawl. The crawler now also supports complex sitemap structures, automatically following nested sitemap files to discover all available content without any additional configuration. See Using a Web Crawler to Index External Content.

• Guru is now available as a knowledge source. You can now connect Guru to your Zendesk account to make the content to be accessible for help center search, generative search, AI agents, and Agent Workspace. See Connecting Guru as an external knowledge source.

Analytics

• The Automated resolution usage dashboard now includes each action that consumes a resolution. The Contributing resolutions table provides detailed insights into individual automated resolutions, including ticket IDs, automation types, and usage timestamps. This update enhances transparency and helps analyze trends with data available from March 4, 2026. See Monitoring automated resolution usage.

• Real-time monitoring is now the default live reporting solution for new Zendesk customers, replacing the prebuilt Explore live dashboard, which remains available only to users who accessed it before May 5, 2026. Real-time monitoring offers more powerful insights, consistent data, modern visualizations, and a foundation for future enhancements. See Real-time monitoring.

Workforce management

• The agent adherence real-time dashboard has been added to the real-time monitoring dashboards, enabling workforce managers and supervisors to track agents' adherence to planned schedules with detailed reports and visualizations. This dashboard is accessible as a tab in the agent productivity real-time monitoring dashboard. See Using the agent productivity real-time dashboard.

Quality assurance

• Group sync between Zendesk and Zendesk QA launches automatic synchronization of groups from Zendesk to Zendesk QA, excluding private groups. This eliminates manual updates by syncing groups automatically, with edits managed in Zendesk Admin Center. See Managing groups in Zendesk QA.

Apps and integrations

• Zendesk Support Assistant for Microsoft Agent 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more—all without leaving Teams. See Getting Started with the Zendesk Support Assistant for Microsoft Agent 365.
• The Voice of Customer (VOC) Patterns app from Zendesk Labs uses Zendesk AI to identify and explain patterns in your solved and closed support tickets, helping you uncover customer trends, common issues, and improvement opportunities without needing complex analytics or custom reporting. See Installing and using the VOC Patterns app.
• Approval requests in Slack allows admins to send approval request notifications and receive responses directly in Slack, enabling approvers to approve or deny requests without leaving Slack. This integration reflects real-time status updates and reduces delays by moving approvals into a commonly used communication tool. See Understanding approvals and how they work.
• Action flows enhancements introduce a daily schedule trigger, execution counts visibility, dynamic drop-down variables, new user management actions, expanded support for structured data, and increased action flow limits for better automation flexibility and scale. See Understanding the action builder and action flows and Creating action flows to automate processes.
• Improved error and warning handling for configuration management enhances the display of errors and warnings during configuration deployments, making it easier for admins to identify and resolve issues with clearer guidance and a smoother workflow. This update is automatically rolled out to accounts with sandbox environment access.

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

This week's release notes include:

• App Marketplace
• Products with no updates this week

App Marketplace

New:

• Allegro Connector by Volvox (Support) (paid)

  • Allegro Connector by Volvox unleashes the power of seamless order data retrieval from any Allegro marketplace. Effortlessly retrieve order details directly from a ticket field. View detailed billing and shipping information for the ticket instantly. Access comprehensive parcel tracking details with ease.

• Sidebar Search (Support)

  • Sidebar Search reads the current ticket subject and selected ticket custom field values, then turns those values into quick search suggestions in the sidebar. Agents can click a suggestion or type a query to search tickets, users, and organizations inside Zendesk. The app uses Zendesk ticket data and Zendesk search to show related records.

• iFrame by Kundelab (Support)

  • iFrame by Kundelab displays a website inside the Zendesk Support nav bar through an iframe-based app view. It is a lightweight wrapper for surfacing external tools, dashboards, portals, and other web-based experiences inside Zendesk.

Products with no updates this week

• Support
• Copilot
• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

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

This week's release notes include:

• Support
• Copilot
• App Marketplace
• Products with no updates this week

Support

New:

• Introduced several enhancements to action builders and custom actions that give customers more visibility, flexibility, and scale when building action flows. See Understanding the action builder and action flows and Creating action flows to automate processes.

• Custom objects now support a new type of custom field, currency fields. The currency field lets you store and manage pricing information directly within your services, orders, and contracts.

• With this EAP, admins can describe what they need in simple, everyday language, and then view and refine custom objects and fields modeling that. See Creating custom objects using the AI object builder (EAP).

• Introduced parent-child relationships and roll-up summaries for the custom objects open EAP.

• Custom objects are now native in action builder.

Copilot

New:

• Auto assist is now aware of your account time zone and can use that information when creating suggestions

App Marketplace

New:

• Configly (Support)

  • Configly helps you instantly see broken references and config issues in your Zendesk. Configly scans your instance and shows you what's wrong: triggers pointing at deleted groups, automations that haven't fired in months, macros nobody uses, SLA policies with logic gaps. Connect via OAuth, see your findings in under a minute. No trial.

• Alchemy (Theme)

  • Alchemy is a dark, engineering-grade Zendesk Help Center theme designed for brands with a modern, technical aesthetic. Hex-tinted palette, monospace code blocks, neon accents, and a layout built for scannable content. If your product UI leans toward terminals, dashboards, or protocol-grade interfaces, Alchemy gives your help center the same considered design language.

• Git-Zen for Linear (Support) (paid)

  • Git-Zen for Linear bridges that gap between Zendesk and Linear so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Linear issues directly from Zendesk tickets, set all Linear fields when creating issues from Zendesk, link as many Linear issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.

• Git-Zen for Jira (Support) (paid)

  • Git-Zen for Jira bridges that gap between Zendesk and Jira so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Jira issues directly from Zendesk tickets, set all Jira fields when creating issues from Zendesk, link as many Jira issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.

• Zendesk Support Assistant for Microsoft 365 (Support)

  • Zendesk Support Assistant for Microsoft 365 embeds exceptional service right in your team’s flow of work with enterprise-grade governance. AI-powered support enables teams to resolve issues faster while keeping service secure. Search and retrieve tickets by ID, subject, assignee, or user, create tickets and add comments or notes, and update ticket status, priority, assignee, and tags.

• Journeys (Support)

  • Journeys turns structured Zendesk workflows into clear, branded, mobile-friendly progress experiences for the customers and employees on the other side of the work. Onboarding, approvals, service activation, applications, complex internal requests: anything that unfolds across phases, teams, and time. Instead of digging through ticket threads or sending yet another status request, the person waiting on the outcome gets a guided view of where they are, what is complete, what is happening now, and what comes next.

• Quick Links (Support) (paid)

  • Quick Links helps support teams launch the right tools from the Zendesk sidebar without copy and paste. Create grouped links with dynamic placeholders, target them to specific Zendesk agent groups, optionally add ticket tags on click, customize button colors, and search links instantly in the sidebar.

• RuleScope (Support) (paid)

  • RuleScope gives Zendesk admins instant visibility into trigger health. Click Scan and get a full report in seconds — no configuration required. Identify things like action conflicts, dead rules, redundant triggers, and execution order issues. Pick any trigger, load a real ticket (or enter values manually), and RuleScope evaluates every condition to show exactly which ones pass, fail, or are unknown. It highlights blockers and suggests what to change so the trigger would fire.

• NexuDesk AI (Support)

  • NexuDesk AI builds workflow tools that help customer support teams improve response quality, reduce repetitive work, and keep operational data organized inside Zendesk. NexuDesk AI is an agent copilot for Zendesk Support that analyzes the current ticket, summarizes the customer's goal and blockers, identifies risk signals, suggests issue classifications, extracts product problems, and drafts policy-aware replies that agents can review before sending.

• Street.co.uk Data Viewer (Support) (paid)

  • Street.co.uk Data Viewer lets you instantly view street.co.uk data inside Zendesk tickets. Show name (linked to Street), address, phones, marketing consent, contact preferences, and compact role status chips for Vendor (VN), Landlord (LL), and Tenant (TT) where applicable based off the ticket requester's email address. The app also shows Vendor, Tenant, and/or Landlord tabs when those roles apply.

• Connect Instagram by Vaimo (Support) (paid)

  • Connect Instagram by Vaimo lets you connect your Instagram account to your Zendesk Support, so you’ll receive and be able to reply to comments on your Instagram posts from Support. Posts and comments from your connected Instagram account will be integrated directly into your normal workflow, so you can reach and reply to your audience on Instagram without leaving Zendesk Support - you can even see your Instagram post’s image.

• ScreenReply (Support)

  • ScreenReply allows you to request, record, and resolve complex technical issues without ever leaving your Zendesk workspace. Generate unique screen recording links directly from your customer chat to get visual context in minutes. Skip long video playbacks with AI generated concise text summaries and extracted key moments with clickable timestamps.

• ReturnZap (Support)

  • ReturnZap is a Shopify-native returns platform purpose-built for e-commerce merchants who take their post-purchase experience seriously. The ReturnZap Zendesk integration puts return data where your support team already works. When a ticket opens, the sidebar surfaces the customer's return information automatically — no tab switching, no manual order lookups, no time wasted.

Products with no updates this week

• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

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

This week's release notes include:

• Support
• Copilot
• Voice
• App Marketplace
• Products with no updates this week

Support

New:

• Beginning July 30th, we will be applying rate limits to the ticket_updates endpoint for legacy accounts created before July 2019. See Best Practices to Avoid Rate Limiting.

• We've made some minor changes to downgrading an agent that will help prevent tickets from entering a state where they cannot be updated by the agent assigned to them. See Changing an Agent’s role.

Copilot

New:

• We're launching two powerful new recommendation categories in the Admin Copilot feed: Macro Content Suggestions (MCS) and Trust & Safety. MCS replaces the legacy macro suggestions tab with data-driven insights into agent workflows. At the same time, Trust & Safety surfaces critical security gaps (such as 2FA and SSO configurations) that admins can fix in just a few clicks.

Fixed:

• The latest change on the intent will be propagated to the ticket field values, making it visible in the Agent Workspace, Admin Center (triggers, automations, etc), and in the intelligent triage dashboard

Voice

Fixed:

• Fixed a bug in which, on rare occasions, requests to the TPE API would fail due to a race condition.

App Marketplace

New:

• Birdie.ai (Support)

  • Birdie.ai is a customer intelligence platform that helps companies turn customer feedback into valuable insights. By leveraging AI, Birdie connects with Zendesk to transform support tickets into structured, actionable insights, enabling teams to understand user needs better, identify issues, and drive meaningful improvements across product and experience.

• Support Operations Dashboard (Support) (paid)

  • Support Operations Dashboard is a modern analytics app built for Zendesk teams that need clearer visibility into ticket activity, backlog health, SLA performance, agent workload, and operational risk. The app provides an interactive dashboard directly inside Zendesk, allowing agents, managers, and support leaders to monitor key support metrics without exporting data to external tools.

• Helply Copilot for Zendesk (Support)

  • Helply Copilot helps support agents respond faster using your trained knowledge base. Get AI-powered reply suggestions, search your internal KB, and summarize ticket conversations.

• Dusk and Dawn (Theme)

  • Dusk and Dawn is a premium, editorial-style Zendesk Help Center theme that blends large serif typography with generous whitespace for a refined, modern look. Customize colors, fonts, hero layouts, feature cards, trending search terms, and footer links — all from the Settings panel, no coding required. Clean templates make code-level edits easy, too.

• Whats Your Problem (Support)

  • Whats Your Problem provides deep, actionable insights directly from your tickets. Whether analyzing tickets from the past week, month, or even year, the app provides both predefined insights and the flexibility to explore specific issues relevant to your organization. Gain instant clarity with a concise overview of key findings, quickly pinpoint and prioritize critical customer concerns, understand customer emotions at scale, proactively spot emerging issues and trends, and more.

• Ticket Merger Pro (Support) (paid)

  • Ticket Merger Pro eliminates the manual labor of cleaning up your queue. Built for modern, high-volume support teams, this app instantly scans for open duplicate tickets the moment you open a requester's profile. With a single click, it extracts the entire conversation history, compiles it into beautifully formatted internal notes on your active ticket, and automatically closes the duplicates.

• Twenty CRM Data Viewer (Support) (paid)

  • Twenty CRM Data Viewer lets you view Twenty CRM contact, company, and deal context from within Zendesk Support tickets. When a ticket loads, the app resolves the requester to a Twenty person by email, retries transient requester updates, and refreshes automatically when the Zendesk requester changes (including common requester-change events).

Products with no updates this week

• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

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 - Advanced
• AI Agents and Knowledge
• Copilot
• App Marketplace
• Products with no updates this week

Admin Center

New:

• As previously announced, starting April 30, 2026, default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.

AI agents - Advanced

New:

• Voice AI agents now support multiple languages for all EAP participants. You can add a new language, configure a locale, and start building multilingual experiences.
• Improved how the agent handles digit verification prompts. The AI now focuses on validating collected numbers against requirements rather than “counting” digits, resulting in more reliable verification flows.
• Improved turn-detection capabilities, allowing the AI to better identify when a user has finished speaking. This reduces interruptions, improves pause handling, and enhances transcription accuracy.

AI Agents and Knowledge

New:

• Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. See Viewing the automation potential report.

Copilot

New:

• Starting May 05, we're introducing capped usage of the Copilot AI ticket summary feature for Suite, Support, and Employee Service Professional plans and above at no additional cost. This feature instantly transforms long, complex ticket histories into clear, actionable overviews. See Turning on and configuring AI-generated ticket summaries.

App Marketplace

New:

• Returnless Connector by VolvoxCX Digital (Support)

  • Returnless Connector by VolvoxCX Digital connects your Zendesk workspace with Returnless, allowing agents to view, approve, and manage returns in real time — without leaving the ticket. Get real-time return details that include information such as full return history per customer, item details, photos, return reasons, live status updates, and one-click approval or rejection. New returns automatically create Zendesk tickets with pre-filled RMA and return data.

• Sentinel (Support)

  • Sentinel helps you detect AI-generated and manipulated images in support tickets. Fraudulent support claims backed by AI-generated photos are on the rise. Fake product damage, fabricated receipts, and synthetic proof-of-purchase images slip past manual review — costing businesses thousands in false refunds. Sentinel adds an automated layer of protection directly inside your Zendesk agent workspace. Every image attached to a ticket is analyzed by a multi-engine AI detection pipeline, providing your agents with instant, actionable insight into whether it is authentic or synthetic.

Products with no updates this week

• Support
• Voice
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Accounts and billing
• Agent Workspace
• Objects and business rules
• Security
• People
• Knowledge
• Messaging
• Contact Center
• Analytics
• Quality assurance
• New and noteworthy

Also, don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Launchpad in Support provides a lightweight way for customers to engage with setup experiences. Key feature setup journeys are broken down into quickly accessible setup tasks, improving discoverability and keeping setup momentum going. See Using Launchpad in Support.

• Views conditions now support filtering by custom ticket text fields with new text-based operators and expanded ticket sharing conditions, enabling more precise and flexible ticket filtering within views. See Using custom ticket fields in business rules and views.

• Customizable filters for advanced search allow you to add and manage filters in a side panel to better refine Support search results. Customizations persist until sign-out or browser reset. See Searching Zendesk Support data.

• Customers can now delete system support email addresses such as support@company.zendesk.com. This enhances control over email domains and improves security by reducing spam risks. See Managing your support addresses.

AI agents

• A new automation potential report analyzes your customer conversations and identifies requests that can be automated with AI agents. This report provides brand-specific insights and sample ticket data, showing you exactly how an AI agent would respond to customer inquiries. See Viewing and using the automation potential report to create or enhance AI agents.

• (Advanced) Agentic AI for advanced email AI agents is now generally available. This enables AI agents to understand emails, answer questions, automate procedures, and escalate when needed, reducing back-and-forth with customers. See About AI agents with agentic AI.

• (Advanced) You can no longer change the subdomain in advanced messaging AI agents. The integration with messaging is now automatic based on the Zendesk account ID. To connect to a different subdomain, clone the AI agent and select the desired organization. See Cloning an advanced AI agent.

Copilot

• Copilot now includes macro content suggestions and trust and safety recommendations. These new recommendation types help you improve agent productivity and account security without spending time going through complex settings. See Understanding Copilot recommendations.

Accounts and billing

• Unified navigation provides a consistent, unified interface for navigating across Zendesk products and features. This interface significantly reduces the learning curve required for admins and agents to use Zendesk products. It also helps agents and admins with their day-to-day work by providing a consistent, simplified approach to navigation. See About unified navigation across Zendesk products.

• Zendesk Advanced Compliance includes Health Data Hosting (HDS) certification in France. This certification is designed to strengthen the protection of PHI and build a trusted environment around eHealth and patient monitoring. See French Health Data Hosting (HDS).

Agent Workspace

• Audio playback for agents in messaging conversations introduces an embedded audio player in Agent Workspace, allowing agents to play audio messages directly without downloading files, enhancing support efficiency and accessibility. See Playing back audio comments in messaging conversations).

Objects and business rules

• Admins can now configure action flows to automatically create approval requests using the new Send approval request action. Automating the creation of approval requests ensures consistent, efficient approvals, reduces manual effort, and speeds up request handling. See Creating action flows to automate processes across Zendesk and external systems and Understanding approvals and how they work.
• Deleting custom object records in bulk allows team members in the Agent Workspace to select and delete multiple custom object records at once, improving efficiency and ease of managing storage consumption. See Deleting custom object records.
• Google Calendar and Google Forms external actions have been added to Zendesk action flows, enabling teams to automate scheduling and form processes within Zendesk. This reduces manual work and improves workflow efficiency. See Using Google Calendar actions in action flows and Using Google Forms actions in action flows.

Security

• Agents in roles with data masking enabled can manage end users and merge tickets if their role includes these permissions. This update improves operational flexibility while maintaining privacy controls. See Turning on and configuring data masking.

• The access log has been enhanced with detailed event information, including Access Log Event ID, Browser URL, and a new optional GraphQL log filter to reduce noise. These updates improve investigation speed, compliance, and usability for admins with the Advanced Data Privacy and Protection add-on. See Using the access log to monitor agent activity.

• PII detection in attachments has been expanded to include detection of personally identifiable information in PDF attachments for customers with the Advanced Data Privacy and Protection (ADPP) add-on. PDFs containing detected PII will be highlighted and suggested for redaction to help reduce the risk of sensitive data exposure. See Turning on and configuring redaction suggestions.

People

• Agents in custom roles can now be granted permission to manage capacity rules. Agents can be given varying levels of access to manage omnichannel routing capacity rules, including view, assign, or full admin-level control. This change also relocates related permissions into a new Omnichannel routing section for better organization. See Creating custom roles and assigning agents.

• A new permission to restrict agents from editing their own profile allows admins on Enterprise plans to control which profile and contact fields agents can edit for themselves. Admins can manage these settings when adding or editing custom roles. See Permissions that agents with custom roles can have.

Knowledge

• Generative search in help center now supports a follow-up question for customers using the Web Widget. This enhancement creates a smoother path from self-service search to a conversational experience with an AI agent, reducing repetition and keeping context from the original search. See Using generative search to provide AI-powered answers to search queries.

• Knowledge connectors are now available for SharePoint, Notion, and Document360. You can connect SharePoint, Notion, or Document360 to your Zendesk account to make that content discoverable wherever external content is used. See Connecting SharePoint as an external knowledge source, Connecting Notion as an external knowledge source, and Connecting Document360 as an external knowledge source.
  

• The new article editor is now the default and only editor for all Knowledge articles. New read-only modes protect legacy and API-managed articles during the transition. See Editing articles in the knowledge base.

• The Bangla language support feature is now officially available for the help center end-user experience, enhancing accessibility and usability for Bangla-speaking users. See Zendesk language support by product.

Messaging

• A voluntary chat-to-messaging migration wizard streamlines the transition from live chat to messaging by automating feature configuration mapping and providing a clear checklist. It adapts to different migration histories, reducing manual effort and ensuring data integrity. See Migrating your live chat widget to the messaging Web Widget.
• The article viewer for Web Widget opens help center articles inside the widget instead of a new browser tab, improving user experience by maintaining conversation context and session tracking. External and restricted articles still open in new tabs. This change is not yet available in Web Widget embedded mode.
• Zendesk now supports encrypted direct messages for customers using the X channel for direct messages. Admins must turn on XChat in Zendesk to continue receiving DMs from users who have migrated to encrypted chat. See Supporting XChat (encrypted direct messages).
• Automatic malware detection for messaging channels scans all attachments shared by end users and agents through messaging Web Widget and social messaging channels for malware, blocking suspicious files until reviewed. This enhances security and protects users from malicious content. See Managing malicious attachments.
• You can now suspend users from messaging channels only, while keeping other support channels open. This provides flexibility to manage disruptive users without blocking all communication channels. See Suspending and unsuspending end users and Understanding and allowing user suspension.

Contact Center

• The Zendesk Identity Provider (IdP) for Contact Center is now generally available, enabling a Zendesk-managed federation flow for AWS services such as Amazon Connect and Cognito. After users authenticate with their corporate IdP, Zendesk helps broker access into the Contact Center environment, reducing login friction and simplifying access across tools. Configuration is available upon request through Zendesk Customer Support. See AnnouncingAnnouncing Zendesk Identity Provider (IdP) for Contact Center.

Analytics

• The real-time monitoring dashboards have new features, including a "Show empty rows" toggle to display inactive brands, groups, and queues, a 30-day data extension for recent-history metrics, and brand-level permissions for restricted data access. See About real-time monitoring dashboards.

Quality assurance

• Group sync between Zendesk and Zendesk QA. Until now, groups in Zendesk and Zendesk QA have existed independently, which required manual updates in both places. With this update, groups in Zendesk automatically sync to Zendesk QA and are available there. See Managing groups in Zendesk QA.

New and noteworthy

• A new Employee Services deployment guide is available to make it easy to get started with the Employee Services suite and configure Zendesk accounts for employee service use cases. See Deploying Zendesk for employee services.
• Learn how to create a service catalog that lets employees submit service requests to internal teams like HR and IT with a new workflow recipe called Building an employee service catalog with Zendesk. In addition, a separate three-part tutorial called Building a custom employee service catalog with Zendesk in the developer docs builds on and extends what you learn.

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

This week's release notes include:

• Admin Center
• Messaging and live chat
• App Marketplace
• Products with no updates this week

Admin Center

New:

• The Verify anonymous requests setting is now captured in the audit log.

Messaging and live chat

New:

• Agents now have greater flexibility when managing disruptive users by enabling suspension on the messaging channel only. The previous capability remains available – agents can suspend across all channels at once if they prefer. The rollout starts on April 21st and completes on April 27th, 2026.
  See Suspending and unsuspending end users and Understanding and allowing user suspension.

App Marketplace

New:

• claim.me (Support)
  • claim.me is the specialized claims management platform designed to remove the friction from parcel claims across Europe. Whether you ship with DHL, DPD, PostNL, or any other major carrier, claim.me standardizes the chaos of carrier claims into one automated workflow. The claim.me Zendesk App embeds a powerful claim submission engine directly into your support tickets. Stop wasting hours in email inboxes and carrier portals, and start resolving delivery issues where your agents already work.
• ResolveAI (Support)
  • ResolveAI is Labor as a Service (LaaS) for Zendesk — an AI support employee that handles tickets end-to-end, not just a chatbot. ResolveAI reads incoming tickets and searches your Help Center for accurate answers, responds autonomously with complete solutions, and escalates complex issues to human agents with full context.
• SideTicket (Support) (paid)
  • SideTicket lets support agents instantly pull up any ticket in a sidebar panel, right next to the one they're already working on. No tab-switching. No lost context. No broken workflows. With SideTicket installed, agents get a dedicated sidebar panel inside every Zendesk ticket. Search for any ticket by ID, subject, or comment content — and open it inline, right there in the sidebar. Full conversation thread.
• ConnectWise Reports and Dashboards(formerly BrightGauge) (Support)
  • ConnectWise Reports and Dashboards gives you the ability to create real-time dashboards, customized client reporting, automated KPI reporting, and interactive scorecards from Zendesk and all your other data sources. No more logging in and out, toggling windows, or juggling multiple platforms; ConnectWise Reports eliminates the data silo to save you precious time and energy.
• Grypp - Unite through Sight (Support)
  • Grypp is a visual engagement platform built for customer service, support, sales, and onboarding teams. It helps agents move beyond voice-only support by adding secure visual tools that make it easier to see issues, guide customers, complete tasks, and improve outcomes in real time. Use app-free one-way video and live visual guidance to troubleshoot issues faster, co-browse websites and digital journeys in real time to guide support interactions, share, receive, and review documents and files during the interaction, and more with this integration.
• Screen Recording by Userplane (Support)
  • Screen Recording by Userplane lets support teams request and receive screen recordings directly inside Zendesk, so you can see exactly what went wrong and resolve tickets up to 60% faster. Eliminate unnecessary follow-ups. Send one-click recording links right from Zendesk. Let customers show you exactly what they're seeing. Get the complete technical context upfront. Automatically collect network requests, browser logs, and device metadata to better triage customer issues.
• AI Chatbot Assistant by IntegrateCloud (Support)
  • AI Chatbot Assistant by IntegrateCloud adds an AI assistant directly in the ticket sidebar. Train the bot on your website or documentation URLs, then ask questions and get instant answers with source links—helping agents resolve tickets faster.
• Agent Ticket Chat (Support) (paid)
  • Agent Ticket Chat brings real-time chat directly into the ticket sidebar so your team can coordinate on tickets without cluttering the thread or switching tools. Agent Ticket Chat is an in-sidebar app that provides agents with a dedicated chat room for each ticket. Discuss the case with other agents viewing the same ticket, see who's viewing in real time, @mention teammates to pull them in, and save the full conversation to the ticket as an internal note with one click. Everything stays in context and in Zendesk.
• CallConnect - Call Export (Support)
  • CallConnect - Call Export is a cloud-based phone system designed for customer support and sales teams. It allows users to make and receive calls directly from a web browser and features capabilities such as call recording, note-taking, tagging, and CRM integration.

Products with no updates this week

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

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

This week's release notes include:

• Copilot
• AI Agents and Knowledge
• Messaging and live chat
• App Marketplace
• Products with no updates this week

Copilot

New:

• Auto assist now reacts to agent comments as long as the agent is a requester, and it treats them as end-users. This opens up employee service and other use cases in which both the requester and the assignee are agents.

AI Agents and Knowledge

New:

• You can now set visibility for showing users a list of suggested articles in the new request form. Setting visibility for suggested articles in the request form.

Fixed:

• Answer length settings for generative replies are now respected in the agent responses.

Messaging and live chat

New:

Chat to Messaging Migration

• Voluntary (self-serve) migration in messaging is now GA.
  The migration wizard adapts to each account's history to ensure data integrity:

  • For first-time migrations, users see a step-by-step walkthrough of the transition.
    Legacy Reverts:

  • For accounts that migrated previously and then reverted, successful settings are preserved, and friction points from the previous attempt are resolved. Customers pick up where they left off.

    Read more.

App Marketplace

New:

• Genesys Cloud Connector for Zendesk (Support)

  • Genesys Cloud Connector for Zendesk is a powerful, flexible, and easy-to-deploy solution that embeds advanced Genesys Cloud capabilities directly into your Zendesk environment, delivering a fluid experience for agents and a seamless journey for your customers. With features like screen-pop, automatic interaction data sync, click-to-dial, and an omnichannel experience, this integration is optimized for quick deployment and immediate time-to-value.

• Conduit AI (Support)

  • Conduit AI is the autonomous customer service platform that deploys AI agents to resolve tickets, not just deflect them, by grounding every response in your actual business data. AI agents handle inbound Zendesk tickets end-to-end across email, chat, SMS, WhatsApp, and voice. Agents sync with your knowledge base, CRMs, and internal tools to deliver accurate, context-aware responses, and when an agent can't resolve an issue, it escalates to a human while preserving the full conversation context in Zendesk.

• Fluents.ai (Support)

  • Fluents.ai is an AI-powered customer experience (CX) platform that unifies and automates inbound and outbound communications, enabling businesses to replace or augment their contact center with scalable, natural-sounding AI agents. View all active and recent AI-handled calls in real time, browse and manage your Fluents.ai agents from within Zendesk, create Zendesk tickets from call transcripts with one click, or automatically, view full conversation transcripts with iMessage-style formatting, and more.

Products with no updates this week

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

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

This week's release notes include:

• Copilot
• AI Agents and Knowledge
• Messaging and live chat
• App Marketplace
• Zendesk QA
• Products with no updates this week

Copilot

New:

• If auto assist uses similar tickets to generate a suggestion, then these similar tickets will show up in rationale under sources.
• Agent edits of auto assist's reply suggestions, as well as removals of actions suggested by auto assist, now show up in the ticket event log
• On the Intent page, it's now possible to see key metrics about how many tickets were automated with intents, how many intent conflicts you have, and how many new intent suggestions you have for your account.
• Increased the number of custom intents that are possible to create to 500.

AI Agents and Knowledge

New:

• Knowledge Blocks now support two outcomes: “Answer found” and “No answer found.” This allows you to define what should happen when no relevant answer is retrieved (for example, escalate, ask a follow-up question, or route to a fallback step). Existing procedures have been automatically migrated and continue to work as before—this enhancement simply adds more flexibility.

• The Knowledge Agent is now controlled through a new Knowledge Procedure, giving you full control over how knowledge-based responses are handled. You can now:

  • Add follow-up questions (“Did that answer your question?”)
  • Branch the conversation based on user responses
  • Trigger additional actions or flows

  By default, if no answer is found, the agent will fall back to your default reply (same behavior as before).

• Customers who want to run the Knowledge Builder again can go directly to the URL '/knowledge/generation/wizard' and generate more knowledge.

• The Knowledge Editor now allows up to 2,000 excluded terms instead of 300.

Fixed:

• Voice – Knowledge Agent access from procedures: Fixed an issue where the Knowledge Agent, when triggered from a procedure, could incorrectly respond that it could not access the knowledge base.
• Voice – Escalation audio overlap/race condition: Resolved edge cases where escalation audio could overlap with ongoing conversational responses, causing double or conflicting messages.

Messaging and live chat

New:

• The custom queues API is now live, enabling customers to retrieve queue metrics (Inbound and outbound traffic count, acceptance rate, queue wait time, and queue size) using the API for email, messaging, and talk channels.

App Marketplace

New:

• Flint AI Assistant (Support)

  • Flint AI Assistant is a native Zendesk Support app that gives agents an AI-powered copilot inside the ticket sidebar. It reads your help center articles, uploaded PDFs, and connected knowledge sources, then drafts accurate replies grounded in your documentation — not generic web results. Ask Flint a question from any ticket. It retrieves the most relevant articles using semantic search (RAG) and synthesizes a citable answer in seconds. Responses stream in real time.

• Convert to Internal by ZENCLAB (Support)

  • Convert to Internal by ZENCLAB is a simple, straightforward app that helps you save time. Stop manually converting public comments to internal notes — let the app do it for you. Set up a task in seconds: choose how often it runs, add filters if you like, and you're done. The app works quietly in the background while you focus on what matters. Or hit Run Now whenever you need an instant conversion.

• AI Customer Simulator (Support)

  • AI Customer Simulator turns your Zendesk training tickets into live practice scenarios. When an agent replies to a tagged training ticket, the AI responds as the customer — contextually, realistically, and with natural escalation patterns. Agents get real conversation practice. You get measurable training outcomes. No real customers involved.

• AI Ticket Generator (Support)

  • AI Ticket Generator reads your published Help Center articles and uses AI to generate believable inbound support tickets — complete with varied customer personas, writing styles, intents, and urgency levels. No more empty sandboxes. No more manually writing fake tickets. Just realistic test data that reflects your actual product and customers.

• Graphio.ai (Support)

  • Graphio.ai is a metadata-only analytics platform that predicts broken handoffs and cross-team misalignment before they cost you revenue. Graphio.ai analyzes API-enabled metadata from your existing systems to automatically identify misalignments among Sales, CS, Legal, Finance, Product, and Operations before deals stall, renewals fail, or contracts slip. Technically, it’s a Context-Change Graph AI that learns your company's blueprint for success. It tracks live performance against that map to predict, alert on, and repair dangerous deviations the moment they occur.

• PilotFlow Lite (Support)

  • PilotFlow Lite is a lightweight automation app designed to extend Zendesk's native capabilities with more flexible and practical rule-based workflows. With PilotFlow Lite, Zendesk admins can automatically assign tickets, apply tags, and add followers based on conditions that are not supported by default triggers. This includes rules based on requester email domains, number of open tickets per requester, ticket activity patterns, and more.

• Staircase AI (Support)

  • Staircase AI integrates with Zendesk to fetch support ticket information, including ticket volume, subjects, and comments. Once connected, Staircase AI pulls all new tickets created by your clients into the Activity tab, allowing you to see how many new tickets are opened each week and on what topics. This completes your view of account communications by adding your support channel alongside other relationship data, providing analysis such as sentiment, statistics, and insights while eliminating manual work.

Zendesk QA

New:

• Removed console warnings from app navigation for a cleaner console and better debugging experience.
• Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
• Hid dispute actions from the tasks view
• Added evaluations to activity notifications. Users now get notified about evaluation activities.
• Implemented count-based fetching for ticket retrieval, resulting in better performance when loading tickets.
• Allow score-only evaluations with an empty comment object. Users can now submit evaluations without comments when appropriate.

Fixed:

• QA no longer persists events for duplicate survey answers. This helps prevent data duplication.
• To help maintain accurate timestamps, QA now preserves answered_at when CSAT custom field overrides satisfaction rating.
• Return AccountUser and MonitorWorkspace for user detail and workspace API for more complete API responses for user and workspace data.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)

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

This week's release notes include:

• Admin Center
• Voice
• AI Agents and Knowledge
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New:

• Existing Zendesk accounts (including trial accounts) can now optionally enforce a maximum session duration for team members. That means users will be automatically signed out after a specified period, regardless of activity.
• We're enhancing the protections across our registration and password reset pages to reduce spam attacks and protect our customers. These protections operate quietly in the background and will not interrupt normal use.

Fixed:

• Anonymous end users submitting requests through the help center must now verify their email address.

Voice

Fixed:

• Updated the call history menu in the usage charges tab so the Date/Time column now displays in PST.

AI Agents and Knowledge

New:

• The new article editor is now the default and only editor for creating and editing Knowledge articles. The legacy editor will be discontinued on April 17, 2026.
  To support this transition and ensure continuity for articles created with different methods, we're introducing two new capabilities:
  • Legacy article read-only mode: Articles created or last edited in the legacy editor will open with their content protected in read-only mode. A banner was added to the article editor, recommending that you preview your changes before saving and migrating to the current article editor. If you aren't happy with the previewed article, you can close without saving to retain the unmigrated article.
  • API article read-only mode: Articles created or updated via the Articles API will open in read-only mode when accessed in the article editor, which protects articles managed programmatically. A banner was added to the article editor to notify you that any content you edit locally will be overwritten the next time the article is updated via the API.

App Marketplace

New:

• Sustentação Ops (Support)

  • Sustentação Ops is a powerful audit tool that analyzes your Zendesk instance in seconds. Identify license idleness and save resources. Find bottlenecks and operational inefficiencies. Improve your account's governance and security.

• Spam Recovery Pro (Support)

  • Spam Recovery Pro is an admin-level dashboard that empowers your support team to filter easily, manage, and bulk-recover tickets caught in the suspended queue due to unverified user routing restrictions. Operating directly in the global navigation bar, this app bypasses the native 100-ticket UI limit by utilizing safe API chunking. It includes dynamic, domain-specific filtering, allowing you to instantly isolate trusted senders and ensure that legitimate customer inquiries are quickly restored to your active views without triggering Zendesk's API rate limits.

• OpenLM Metrics (Support)

  • OpenLM Metrics is an app built with the Zendesk Apps Framework that provides agents with an instant analytics dashboard for OpenLM-tagged support tickets. This app eliminates manual reporting by surfacing global trends directly in the navigation bar, allowing agents to see whether a customer's issue is isolated or part of a broader technical trend.

Zendesk QA

New:

• Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
• Added evaluations to activity notifications. Users now get notified about evaluation activities.
• Implemented count-based fetching for ticket retrieval. This provides better performance when loading tickets.

Fixed:

• Removed console warnings from app navigation, resulting in a cleaner console and a better debugging experience.

• Hid dispute actions from the tasks view, resulting in a cleaner UI in the tasks section.

• Allow score-only evaluations with empty comment objects. Users can submit evaluations without comments when appropriate.

• Return AccountUser and MonitorWorkspace for user detail and workspace API. More complete API responses for user and workspace data.

• Preserve answered_at when CSAT custom field overrides satisfaction rating. Accurate timestamps are maintained.

• Do not persist events for duplicate answers. Prevents data duplication.

Products with no updates this week

• Copilot
• Support
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

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

This week's release notes include:

• Admin Center
• Copilot
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New

• The options for team member session expiration now allow at most eight hours. The options for 10 hrs, 12 hrs, 24 hrs, one week, and two weeks have been removed. If you're currently using one of the removed options, you can continue using it. If you want to change the team member session expiration, you can only change it to eight hours or less.

  Trials will continue to default to a two-week expiration, which is updated to a 60-minute default after converting to a paid account.

Fixed:

• Verification for anonymous help center requests has been rolled out to pods 13, 15, 17, 18, 19, and 31 as scheduled on March 24.
• On March 26, 2026, Zendesk updated the sign-in flow to check for expired passwords before prompting for two-factor authentication (2FA), enhancing security and simplifying the user experience.

Copilot

Fixed:

• Intelligent triage: Repaired new intent recommendations

App Marketplace

New:

• Elvan (Support)

  • Elvan lets you automatically send beautiful CSAT surveys when Zendesk tickets are resolved or closed, and see all customer feedback in one place. Connect your Zendesk instance to Elvan once, then use Elvan to design surveys, schedule when they go out, and analyze results across teams and channels.

• Tidio (Support)

  • Tidio is an all-in-one, AI-powered customer service platform and live chat software designed for websites, particularly e-commerce businesses. It enables companies to engage visitors in real-time, automate support with chatbots (Lyro AI), and manage customer inquiries across channels like email, Facebook Messenger, and Instagram from one dashboard.

Zendesk QA

Fixed:

• Bug fix related to message size limit

Products with no updates this week

• Support
• Voice
• AI agents - Advanced
• AI Agents and Knowledge
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Agent Workspace
• Objects and business rules
• People
• Knowledge
• Messaging
• Security
• Analytics
• Employee services
• Workforce management
• Developers
• Notable content

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Omnichannel routing can now route ended calls as email tickets. You can use the Set routing channel ticket trigger action to change the routing channel for completed calls to email. Additionally, a Routing channel ticket trigger condition makes it possible to act on tickets based on their routing channel rather than just the channel it is originally received through. See Ticket trigger conditions and actions reference.
• AI translation support for outgoing messages on all async ticket channels, including email, web form, and API. A consolidated translation engine is used for both incoming and outgoing messages on async ticket conversation channels. See Understanding conversation translation.

AI agents

• (Advanced) Client admins can now delete advanced AI agents themselves. This gives you more control over your AI agent environment and reduces the need to contact Zendesk customer support. See Deleting an AI agent.

  https://support.zendesk.com/hc/en-us/articles/10458744676890-Announcing-the-ability-to-delete-advanced-AI-agents

• https://support.zendesk.com/hc/en-us/articles/10335440482970-Announcing-improved-quality-and-consistency-for-generative-search-and-quick-answers

  (Advanced) Client admins can configure a specific user to be used as the sender of any AI agent email responses. This change affects only the user shown in the ticket view in Agent Workspace. Customers still receive emails from the configured brand name and support address. See Configuring the sender of advanced AI agent email responses.

• (Advanced) A new Conversation journey tab in the reporting dashboard visualizes the conversation flows between customers and your advanced AI agents. This helps you improve knowledge to reduce escalations, reduce steps required to deflect issues, replicate successful conversation paths, and report on use cases with the highest automation success. See Conversation journey tab.https://support.zendesk.com/hc/en-us/articles/10468587676442-Announcing-a-new-Conversation-journey-tab-in-the-reporting-dashboard-for-advanced-AI-agents

• (Advanced) Going forward, newly created users with the Admin role for Support will have the Client admin role for AI agents by default. This eliminates manual work required by account owners to set up AI agent access for team members. See Managing access to the AI agents - Advanced add-on.

Copilot

• Copilot offers AI-based recommendations for omnichannel routing configurations. There are 21 routing recommendation types in Admin Center, covering all aspects of omnichannel routing setup and advanced optimizations. Admins can filter recommendations by type for easier access. See Optimizing workflows, tasks, and routing with AI recommendations.
• Group-level permissions are available for the Copilot ticket summarization feature. This lets you assign permission to this feature by group, ensuring that the right people have the right tools at the right time. See Turning on and configuring AI-generated ticket summaries.

Objects and business rules

• Brand-based filtering of custom object records and access rules make it possible to restrict user access based on brand association. This helps admins control agent access to custom data across multiple brands. See Filtering a lookup relationship field's options and Using access rules to restrict access by brand.
• Version management now supports capacity rules for omnichannel routing. That means capacity rules can be replicated, inspected, saved in snapshots, compared, and deployed across Zendesk environments. See Inspecting sandbox and production account configurations.

People

• A new custom role permission on Enterprise allows agents to manage other team members, with options to view only or to create, edit, delete, or reassign team members. These permissions enable team management delegation without admin roles. See Permissions that agents in custom roles can have.
• https://support.zendesk.com/hc/en-us/articles/5973478348186-Announcing-new-agent-permissions-to-manage-other-team-membe**Zendesk now checks for expired passwords before prompting for** two-factor authentication (2FA), enhancing security and simplifying the user experience. Users must update expired passwords before completing 2FA during sign-in. See Announcing a new sign-in flow that checks expired passwords before two-factor authentication. https://support.zendesk.com/hc/en-us/articles/10435202907802-Announcing-a-new-sign-in-flow-that-checks-expired-passwords-before-two-factor-authentication

Knowledge

• Select knowledge features that were previously restricted to either the Copilot add-on or Enterprise plans are now available to all Suite and Knowledge plans.
  Specifically, generative AI writing tools and AI translation for articles no longer require the Copilot add-on. Help center federated search, subsections in help center, and article multiplacement are no longer restricted to Enterprise plans
• Generative search and quick answers have been updated to use the same retrieval-augmented generation (RAG) system as AI agents. This change improves the accuracy, consistency, and relevance of AI-generated responses across help center and Agent Workspace.

Messaging

• End users can now end their own sessions in the messaging Web Widget. This feature enhances user control, reduces unnecessary follow-ups, and improves operational efficiency. It is turned off by default, but admins can turn it on. See Allowing end users to end messaging sessions.https://support.zendesk.com/hc/en-us/articles/10408069561626-Announcing-the-ability-for-end-users-to-end-messaging-sessions

• The "Generated by AI" disclosure redesign in the messaging Web Widget reduces visual clutter by moving the AI disclosure from a per-message footer to a single label on the AI agent name per group of messages. This update keeps disclosures clear and compliant without distracting from the conversation. https://support.zendesk.com/hc/en-us/articles/10458073496090-Announcing-the-Generated-by-AI-disclosure-redesign-in-Web-Widget

• The names of agents who end messaging sessions are now captured and displayed in the ticket event log. This update improves accountability, quality assurance, and investigation of session-ending behavior. See End session capability.https://support.zendesk.com/hc/en-us/articles/10470375231642-Announcement-Update-to-the-End-session-feature-for-messaging-conversations

Security

• All accounts can optionally enforce a maximum session duration for team members, which means that, regardless of activity, users will be forced to sign out after a specified period of time. See Setting session timeout for users.

Analytics

• The real time monitoring dashboards have new reports, filters, and visualizations, including SLA status tabs for standard and custom queues, brand and group views, percentile visualizations, a ticket progress queue filter, and the ability to display inactive values in filters. See About real time monitoring dashboards.
• The AI agents - essential tab has been added to the Zendesk AI: AI agents analytics dashboard, providing key metrics on conversations, escalations, customer satisfaction, and content references to help optimize AI support performance. See Analyzing activity for AI agents - Essential.https://support.zendesk.com/hc/en-us/articles/10369700284826-Announcing-new-features-for-real-time-monitoring-dashboards

Employee Services

• Task lists are generally available. Defined by admins for common types of tickets, agents can add task lists to their tickets to help ensure they take all of the necessary actions to solve the request. See Creating task lists to help agents solve tickets.
• Organizing your services into categories in your service catalog makes it easier for employees to find and request the services they need, while also simplifying the admin experience of managing the services in the service catalog. See Creating and managing categories for your service catalog.
• The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.
• Admins can decide whether to allow end users to approve approval requests. This provides more control over approval workflows by limiting approvers to agents or groups if desired. See Turning on and configuring approval requests.
• The Okta and Microsoft Entra connectors for action builder are designed to automate critical identity and access management tasks across the employee lifecycle and streamline employee service and IT service management workflows. See Using Okta actions in action flows and Using Microsoft Entra ID actions in action flows.

Workforce management

• Improved time off reporting and management in Workforce Management (WFM). Full-day time off now maps to scheduled shifts instead of a flat 24-hour block. Additionally, a new billable hours metric reflects paid time off minus unpaid portions. Time off is aligned with agents' assigned location time zones, improving accuracy and consistency in reporting. See Managing agents' time off requests and Requesting time off.https://support.zendesk.com/hc/en-us/articles/10344930142746-Announcing-improved-time-off-reporting-and-management-in-WFM

• Combined workstreams in Zendesk Workforce Management (WFM) allow merging multiple workstreams into one for scheduling. Admins can schedule agents across combined workstreams, such as Voice and Tickets, simultaneously. This optimizes resource allocation, improves multitasking support, and enhances adherence tracking. See Creating combined workstreams.

  https://support.zendesk.com/hc/en-us/articles/10379843022234-Announcing-the-ability-to-create-combined-workstreams-in-WFM

Developers

• The Custom Queues API provides detailed, channel-specific queue metrics across email, messaging, and voice channels, enabling rich, customized reporting and operational optimization. It offers metrics like acceptance rate, queue size, traffic counts, and wait times, with flexible filtering and 90-day historical data access. See Queue Events API documentation.
• The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.

Notable content

• Use the Agent Home Solutions Guide to get the most out of Agent Home. When configured properly, Agent Home enables you to leverage your agents' visibility into their own work assignments. With your agents and AI managing the front-line assignments, it frees you up to have a broader, high-level overview of how Zendesk is working for you. See Agent Home Solutions Guide to optimize ticket workflow.

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

This week's release notes include:

• Admin Center
• Copilot
• App Marketplace
• AI Agents and Knowledge
• Products with no updates this week

Admin Center

New:

• The sign-in flow will check for expired passwords before two-factor authentication. As part of this update, team members with expired passwords will receive the usual password-expiration emails, notifying them that their passwords will expire starting March 25, 2026.

Fixed:

• Starting March 19, 2026, to better protect our customers, Zendesk will begin rolling out a new workflow requiring anonymous end users submitting requests through the help center to verify their email address.

Copilot

New:

• The Admin Copilot EAP is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist with creating new workflows, and resolve inefficiencies across your setup. Join the EAP here.

App Marketplace

New:

• Fields Director PRO (Support) (paid)

  • Fields Director PRO enables advanced Zendesk Administrators to manage ticket, user, and organization fields behavior for selected Agents. The app supports advanced configuration of the following features, like listing ticket fields that should have any value at every ticket submission, hiding/disabling/showing/enabling pre-configured ticket fields and/or ticket field values, hiding/showing pre-configured user fields, and more!

• Intent Detector (Support)

  • Intent Detector automatically identifies the customer's contact reason the moment a ticket is created in Zendesk. Requests are intelligently categorized and routed to the right team or agent, saving valuable handling time and reducing back-and-forth. Agents immediately understand what the customer needs — leading to faster first replies and shorter resolution times.

• Field Validator (Support) (paid)

  • Field Validator allows you to validate ticket fields using custom Regular Expressions (Regex). Prevent agents from saving tickets if fields like phone numbers, IDs, or custom codes don't match your required format.

• Zingtree for Complex CX (Support)

  • Zingtree for Complex CX helps Zendesk customers orchestrate complex, high-stakes support issues with accuracy, compliance, and confidence. It connects context from your data systems with guided decision logic inside Zendesk, giving agents the clarity to act fast and stay on policy. Turn complex issues into clear, step-by-step scripts and decision trees that guide agents through complex interactions. Use data from Zendesk and backend systems to adapt workflows, route cases, and trigger next-best actions. Apply business rules and guardrails to ensure every resolution complies with policy and is fully auditable.

• Attachment Redaction Tool (Support)

  • Attachment Redaction Tool helps agents bulk redact attachments from closed tickets within a selected date range. Agents can choose a start and end date, view closed tickets with attachments, and redact selected attachments with a single click.

AI Agents and Knowledge

New:

• Several popular Knowledge tools are now available to customers on all Suite and Knowledge plans:
  • Generative AI writing tools (previously required Co-pilot add-on) - Create, rephrase, and simplify content quickly using generative AI.
  • AI translation for articles (previously required Co-pilot add-on) - Generate AI translations for your articles.
  • Help center federated search (previously restricted to Enterprise plans) - Link your external content to your help center.
  • Flexible hierarchies (previously restricted to Enterprise plans) - Add up to five subsections to your help center sections, creating a deeper hierarchy for your content.
  • Article multiplacement (previously restricted to Enterprise plans) - Place your help center articles in multiple categories and sections across all of your brands.

Fixed:

• In iOS, when using Chrome to access Help Centers that use a Theme in v2 or v3, dropdowns close automatically when clicked.

Products with no updates this week

• Support
• Voice
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk QA
• Zendesk Workforce Management (WFM)

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

This week's release notes include:

• Copilot
• App Marketplace
• Analytics
• Zendesk QA
• Products with no updates this week

Copilot

Fixed:

• Improved the intent model accuracy for messaging channels.

App Marketplace

New:

• Article Feedback (Support)

  • Article Feedback helps you collect, organize, and act on detailed feedback from Help Center visitors. When users find an article unhelpful, they can provide specific feedback explaining what's missing, incorrect, or confusing. Article Feedback embeds in your Help Center articles to collect visitor feedback. View and manage all feedback from your Agent Workspace.

• Redirect Rules Manager (Support) (paid)

  • Redirect Rules Manager helps you create and manage URL redirects for your Zendesk Help Center. When articles are deleted or archived, you can set up redirects to guide visitors to the correct content and maintain SEO value.

• Roshi 128 (Theme)

  • Roshi 128 is a modern, versatile Zendesk theme designed for hobby brands focused on adventures and activities. With customizable homepage layouts, visual blocks, and a responsive design, it clearly showcases guides, FAQs, and support content. It's flexible and adaptable, working well across many niches and Help Center needs, making it a good fit for any service or brand.

• ChatGPT AI Writer by Macha (Support)

  • ChatGPT AI Writer by Macha helps you create faster and better replies in 80+ languages. Create complete replies with just a few words. Enable dictate mode to speak your response and let AI turn it into a polished reply. Reply, understand, or summarize in any language.

• Document Parser OCR (Support)

  • Document Parser OCR automatically converts PDFs, images, and scanned documents into searchable, actionable text. Swifteq Document Parser OCR automatically extracts text from PDFs, images, and scanned documents — then inserts it as a comment or updates ticket fields with specific data like invoice numbers, customer addresses, and order IDs. No more squinting at scanned forms or manually typing out data. Your team gets instant access to the information they need, right inside the ticket.

• LMS Conversation Simulator (Support)

  • The LMS Conversation Simulator app helps you to develop tailored training scenarios for various customer interactions. In this release, we've made the following improvements:

    • Better tracking and visibility with templates tab enhancements, drill-downs, and advanced filtering.
    • New controls, including pause and unpause, high-priority assignments, and multi-language support.
    • Improved AI performance with reduced hallucinations and a more consistent tone. Removed the one-minute manual delay.

Analytics

New:

• The new Essential tab in the Zendesk AI: AI agents dashboard is your go-to resource for monitoring AI agent performance. This tab delivers valuable insights into conversation volumes, escalations, customer satisfaction, and content reference usage, helping you better understand and optimize your AI support experience. See Analyzing activity for AI agents - Essential.

Zendesk QA

Fixed:

• Change from prompt library to prompt templates
• Released a change that disables data retention for all browser extension connections that are not tied to a help desk connection
• Fixed a bug for images pasted into review comments not being visible

Products with no updates this week

• Support
• Admin Center
• AI Agents and Knowledge
• Voice
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

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 and Knowledge
• Voice
• Analytics
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New:

• Restored the ability to copy and paste the Ticket ID in the new tabs experience under unified navigation.
• Resolved a status icon display issue in the Talk console.

AI Agents and Knowledge

New:

• We've updated the pipeline used by generative search in the help center and quick answers in Agent Workspace. They now use the same retrieval-augmented generation that underpins AI agents. Previously, some responses could feel narrow or inconsistent because they were primarily based on the first matching article returned by the search.

Voice

New:

• Improved voicemail transcription for APAC-based accounts. Zendesk accounts in the APAC region can now take advantage of Zendesk's new voicemail transcription model (previously released to other regions in January 2026), which supports voicemail transcription in 50 languages.

Fixed:

• Fixed an issue that caused call usage and exports to use different time zones. They are now aligned to PST.
• Fixed an issue where calls with recordings were not transcribed in some voicemail scenarios.
• Fixed an issue that allowed greeting uploads longer than 40 minutes, which could result in dropped calls.

Analytics

New:

• We've added new reports, filters, and visualizations for the real time monitoring dashboards. These include new SLA reports, filters to view ticket progress and inactive values, and a new percentile visualization. See About real time monitoring dashboards.

App Marketplace

New:

• Sharely (Support)

  • Sharely transforms how support agents handle ticket attachments in Zendesk. Instead of downloading files to view them, agents can instantly preview documents directly within the ticket sidebar. The app automatically aggregates all attachments from ticket comments into a single, organized view with powerful features including zoom controls, page navigation, search functionality, and full-screen viewing.

• IBAM Enhanced messaging widget (Support)

  • IBAM Enhanced messaging widget gives Zendesk admins a single place to configure and deploy a branded messaging widget. Change things like widget appearance controls (colors, labels, launcher position, and branding). A guided configuration keeps the setup consistent across teams. Embed token generation and regeneration for secure client-side deployment.

• Kanban Pro (Support)

  • Kanban Pro transforms your long ticket list views into a clean board with drag-and-drop ticket cards. Drag-and-drop tickets to update status instantly. Customizable boards and columns for any workflow.

• Past Tickets AI Knowledge Base by Macha (Support)

  • Past Tickets AI compares AI Solutions against your existing Zendesk Help Center and highlights missing articles, partial coverage, and outdated information — with confidence scores to guide action. Every AI Solution becomes a reusable knowledge block that can be reviewed, refined, and reused across the team — instead of being lost in tickets. AI Solutions can be published directly to your Zendesk Help Center, helping you turn solved support tickets into official documentation with just a few clicks.

• Ticket Classification (Support)

  • Ticket Classification automatically categorizes incoming tickets into your own custom intents and topics, adding tags and updating custom fields — all without manual effort. Define the categories that matter to your business, and watch as AI intelligently classifies every incoming ticket — saving your team hours of manual triage work.

• Phrase for Support (Support)

  • Phrase for Support allows agents to translate end-user and internal ticket comments using Phrase Machine Translation directly inside Zendesk Support. Translations are triggered manually by agents, giving full control over when and what content is translated.

• TicketSync Pro (Support)

  • TicketSync Pro connects GitHub issues and pull requests to Zendesk tickets so support and engineering stay aligned. Link Zendesk tickets to existing GitHub issues. View real-time issue status. Receive internal notes in Zendesk when GitHub issues are closed or updated and when pull requests are opened against linked issues.

Zendesk QA

New:

• Insight usage display in AI prompt list page
• Shorten prompt category description in conversation view hover description

Products with no updates this week

• Support
• Copilot
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

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

This week's release notes include:

• Copilot
• AI Agents and Knowledge
• App Marketplace
• Products with no updates this week

Copilot

New:

• Auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist save time and be even more productive. See About actions for auto assist and action flows.

AI Agents and Knowledge

New:

• The Knowledge agent now runs on the latest version of Zendesk’s RAG engine, delivering improved response latency and increased answer accuracy.
• Added additional reasoning fields to voice procedure agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
• Additional improvements to how the procedure agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.
• Conversation logs now display the plan, reasoning, and knowledge sources behind each knowledge Agent response, providing greater visibility into how answers are generated.
• Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.

Agentic AI:

New:

• Added a new capability in procedure builder to link between procedures or from a procedure to a dialogue

Fixed:

• Resolved synonym list timeouts and intermittent response failures (hanging).
• Fixed an issue where the knowledge agent (RAGA) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.

App Marketplace

New:

• InDesk AI (Support)

  • InDesk AI is an advanced automation platform dedicated to transforming customer service through state-of-the-art machine learning. Indesk AI integrates directly into your Zendesk sidebar to provide high-impact features, including predictive intelligence, automated workflows, knowledge integration, and helps ensure quality and consistency across your ticket replies.

• ZenNotification (Support) (paid)

  • ZenNotification delivers real time alerts for every important ticket activity. Get instant notifications when new comments, mentions, or status changes occur on tickets assigned to you. Easily enable or disable each of these alert types to match your preferences. Select which views are of interest, control the level of detail in each alert, and decide exactly what deserves your attention.

• Fields Director FREE (Support)

  • Fields Director FREE enables Zendesk administrators to manage ticket field behavior in a precise manner. List the required fields, hide/show/enable/disable pre-configured ticket fields, and ticket values. Display custom error text when ticket submissions are interrupted due to a missing required field, and more with this integration.

• commercetools by neteleven (Support)

  • commercetools by neteleven seamlessly integrates your commercetools store with Zendesk, providing support agents with a comprehensive view of customer orders directly within the ticket sidebar. Access up-to-date order details, including status, shipping information, and billing data, without leaving Zendesk. Eliminate the need for agents to switch between multiple tabs or systems, significantly reducing response times.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Copilot
• AI agents
• Objects and business rules
• Accounts and billing
• Security
• People
• Employee services
• Analytics
• Knowledge
• Messaging
• Voice
• Contact Center
• Workforce management

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Lookup relationship field conditions in SLAs now allows creating SLA conditions based on specific lookup relationship field values in tickets. This provides greater flexibility for SLA policies without impacting existing SLAs. See About SLA policies and how they work.https://support.zendesk.com/hc/en-us/articles/10253473886234-Announcing-lookup-relationship-field-conditions-in-SLAs

• AI agent tickets will be automatically turned on by default for customers on specific pods, with the option to turn it off until May 4, 2026. After that date, the feature will be permanently on for all customers to provide full visibility into AI agent conversations. See Turning the AI agent tickets feature on or off.

• The ticket composer includes a spelling and grammar checker for agent replies, flagging potential errors and offering suggestions. This check helps your agents manage accurate and professional conversations with customers. Agents can customize the dictionary and proofread multiple errors at once for more efficient editing. See Checking spelling and grammar in ticket conversations.

• Admins can activate and deactivate the spelling and grammar checker for their entire account. See Activating and deactivating spelling and grammar checking.

• Private end-user attachments will require mandatory authentication for all file attachments uploaded by end users, enhancing security by requiring sign-in to view or download these files. Agent-uploaded attachments remain accessible without sign-in if allowed. The manual toggle for this setting will be removed by April 28, 2026, making this the default behavior. See Allowing end users to attach files to tickets.

Copilot

• Auto assist events are now logged. This allows admins and agents to view approved reply suggestions, completed actions, and their statuses in a ticket's events log and conversation. This enhances visibility into auto assist performance for better review and improvement. See Viewing all events for ticket updates and Using auto assist to solve tickets.https://support.zendesk.com/hc/en-us/articles/10258460746778-Announcing-event-logging-in-Copilot-Auto-assist
• Admins can pre-approve certain low risk custom actions and action flows for auto assist to execute automatically without agent approval. This feature helps improve agent productivity. Admins can pre-approve actions in procedures. See Understanding pre-approved actions for auto assist.https://support.zendesk.com/hc/en-us/articles/10346778260378-Announcing-pre-approved-actions-in-Copilot-auto-assist
• Entity reporting has been added to the Intelligent Triage dashboard, providing full visibility into AI-detected entities in support tickets. This new dashboard helps track trends, identify workflow improvements, and completes AI detection reporting. See Analyzing your intelligent triage activity.https://support.zendesk.com/hc/en-us/articles/9970812341402-Announcing-entity-reporting-in-the-intelligent-triage-dashboard
• Copilot generative AI writing tools are now available with capped usage for all Suite and Support Professional plans and above at no extra cost, providing five uses per agent per month to enhance ticket comment content. Usage is pooled across agents, with a dashboard for monitoring and the option to upgrade to the full Copilot add-on for unlimited access. See Copilot generative AI writing tools.

AI agents

• Sandbox provisioning for AI agents - Advanced simplifies working with advanced AI agents in sandbox environments by automatically provisioning a dedicated AI agent organization for testing without consuming automated resolutions. It also introduces AI agent cloning to streamline testing. See About Zendesk sandbox environments.https://support.zendesk.com/hc/en-us/articles/10257087628826-Announcing-sandbox-provisioning-for-AI-agents-Advanced
• The advanced email AI agents integration has been streamlined by basing the connection on subdomain and eliminating the need for an authorized user to send responses. This change frees up agent seats as AI agents now use an internal system user to send emails. See Connecting an advanced AI agent to email.
• Automatic integration between advanced AI agents and Zendesk messaging simplifies setup by automatically connecting advanced messaging AI agents to the Zendesk messaging channel for new customers. This includes automatic configuration of messaging integration, creation of messaging groups, and addition of AI agents to these groups. Customers can then set the AI agent as a default responder and manage its settings. See Automatic integration between advanced AI agents and Zendesk messaging.https://support.zendesk.com/hc/en-us/articles/10138520135706-Announcing-automatic-integration-between-advanced-AI-agents-and-Zendesk-messaging-for-new-customers
• The AI Expert plan is being introduced as an upgrade for customers on legacy Ultimate and AI agents - Advanced plans, providing ongoing expert support, automation scaling, and continuous improvement without changing current subscription prices. See the announcement Upgrades to the AI agents expert plan.https://support.zendesk.com/hc/en-us/articles/10144475781146-Announcing-upgrades-to-the-new-AI-Expert-plan
• Instant AI agent answers in web forms displays AI responses immediately after a requester submits a web form, allowing faster issue resolution with feedback options to confirm if the issue is solved or needs escalation. See Understanding the customer experience for AI agents on the web form channel.

Security

• New permissions to view the audit and access logs are available for custom agent roles on Enterprise plans. This allows admins to assign targeted permissions for audit and access log viewing, enhancing security by reducing over-permissioning. See Creating custom roles and assigning agents.https://support.zendesk.com/hc/en-us/articles/10148016862106-Announcing-new-permissions-to-view-the-audit-and-access-logs
• Global OAuth token expiration enforces automatic expiration of access and refresh tokens for new and inactive global OAuth clients, enhancing security by requiring refresh token flow. The deadline for local OAuth clients to adopt this flow is extended to April 1, 2027. See Working with OAuth refresh tokens in the developer documentation for implementation details.

Objects and business rules

• The legacy custom object data export tool enables administrators to export legacy custom object and relationship records to CSV, facilitating migration to the enhanced custom objects platform before the July 2026 sunset. See Exporting legacy custom objects using the data export tool.https://support.zendesk.com/hc/en-us/articles/10327037050010-Announcing-a-data-export-tool-for-legacy-custom-objects
• Relating custom objects to brands through lookup relationship fields is now possible. This enables better organization and management of brand-specific data within Zendesk. See Defining a custom object's schema with custom fields and Adding lookup relationship fields.https://support.zendesk.com/hc/en-us/articles/10203160487962-Announcing-the-ability-to-connect-custom-object-records-to-your-brands

Accounts and billing

• Billing admins can instantly buy the Copilot add-on. Accounts that have limited access to Copilot writing tools can purchase the full Copilot add-on directly from the product interface. See Instantly buying the Copilot add-on.

• Launchpad includes categories that organize setup tasks by theme or purpose. A new Account basics category will highlight the essential steps new customers should complete after purchasing Zendesk. Launchpad is available on all Zendesk Suite and Support products, including Zendesk Customer Support Suite and Zendesk Employee Services Suite. See Using Launchpad to unlock the full potential of Zendesk.

• The Premier plan been redesigned and renamed to offer enhanced technical expertise, consulting, 24/7 global coverage (English only), priority routing, and SLA-backed guaranteed response times. Key updates include the introduction of the Expert Access Catalog, unlimited Expert Access assessments, interactive workshops, and added technical strategy with a Technical Account Manager. These changes aim to help customers realize value faster, increase product adoption, and reduce downtime.

People

• Customers can restrict the visibility of custom user fields to agents in custom roles on Enterprise plans. See Setting view permissions for custom user fields.https://support.zendesk.com/hc/en-us/articles/10330227653402-Announcing-custom-user-field-permissions

Employee services

• Service catalog requests now support attachments. Attachments to requests submitted through the service catalog improve documentation of decisions and streamline request resolutions. Admins can enable attachments and set them as required or optional. See Adding services to your service catalog.
• Google Workspace connectors for action flows have been launched, introducing Google Gemini for AI-driven text analysis, Gmail for sending outbound emails, and Google Drive for file management automation. These connectors enhance automation and cross-platform integration within Zendesk. Additionally, the Google Sheet connector for action flow has a new step that lists spreadsheets so you can reference sheets created outside of the action flow. See Using Google Gemini actions in action flows, Using Gmail actions in action flows, Using Google Drive actions in action flows, and Using Google Sheets actions for action flows for more details.https://support.zendesk.com/hc/en-us/articles/10352152591002-Announcing-new-Google-Workspace-connectors-for-action-flows
• Approval requests enhancements provide increased character limits for subject (up to 500) and description (up to 2,500) fields, support for paragraph breaks, and the ability to generate direct links to approval requests for easier sharing and faster approvals. See Creating approval requests and Accessing, sharing, and withdrawing approval requests.

Analytics

• The quick answers analytics dashboard has been added to the Zendesk Knowledge dashboard. It provides insights into search volume, answer content, and customer feedback to help optimize knowledge bases and improve support efficiency. See Analyzing quick answers results.https://support.zendesk.com/hc/en-us/articles/10198809306522-Announcing-the-Quick-answers-analytics-dashboard
• Goal conversion tracking is now available as part of the Messaging dashboard. This allows reporting and analysis of messaging goal conversions directly within a dashboard. You can view detailed metrics like total conversions, conversion rates, transaction values, satisfaction scores, and conversion times, filtered by various attributes. See Overview of the Zendesk Messaging dashboard.

Knowledge

• The quick answers theme updater tool lets you implement generative search in your help center theme without manually writing or modifying code. You can then review exactly what users will see when they perform searches before publishing the changes or deselecting the helper to leave your current experience untouched. See Automatically updating your help center theme for generative search.
  

• Web crawler setup has been simplified to allow customers to start crawling by providing just a start URL, without needing to specify a sitemap.xml or link to specific sources. It now supports automatic sitemap discovery, the ability to crawl up to five specific URLs instead of a full domain, and automatic source creation based on the crawler name. See Using a web crawler to index external content.https://support.zendesk.com/hc/en-us/articles/10262921715482-Announcing-simplified-setup-for-the-web-crawler

• The new request list experience is now generally available, offering enhanced filtering with combinable options, improved sorting by additional columns, and customizable column visibility in the help center. This update helps end users manage large numbers of requests more efficiently. See Submitting and tracking requests in the help center Customer Portal.ttps://support.zendesk.com/hc/en-us/articles/10262442568218-Announcing-general-availability-of-the-new-request-list-experience

Messaging

• End users can now end a messaging session with a human or AI agent if they think no further real-time discussion is needed. See Allowing end users to end messaging sessions.
• Hiding the Web Widget composer (the text field for adding comments to a conversation) prevents end users from reopening closed messaging conversations. This feature is a prerequisite for allowing end users to end messaging conversations. See Allowing multiple conversations for your end users.
• Form messages now supports all social messaging channels, enabling structured data capture in conversational flows, including the "ask for details" step in AI Agents Essentials. Additionally, decimal and integer field types are added to forms for better data validation. See Template messages.https://support.zendesk.com/hc/en-us/articles/10326290058010-Announcing-form-messages-on-social-channels-and-new-field-types

Voice

• Forwarding caller ID introduces a configurable option on phone lines to control the caller ID displayed on calls forwarded by IVR or overflow. This helps ensure compliance with telecom regulations and improves call deliverability by allowing admins to choose between the caller's number, Talk number, or Talk number for anonymous calls. See Configuring caller ID.https://support.zendesk.com/hc/en-us/articles/10235208990362-Announcing-forwarding-caller-ID-for-Zendesk-Voice

Contact Center

• Contact Center extensions introduce business unit controls for holidays and emergency closures, voicemail captured as tickets in Zendesk, and back office direct routing to agents. These features simplify administration and improve voice operations management. See Creating and configuring contact center business units, Configuring voicemail in Contact Center, and Configuring number assignments and voicemail for direct agent routing.https://support.zendesk.com/hc/en-us/articles/10262080517530-Announcing-business-unit-voicemail-and-direct-agent-routing-settings-in-Contact-Center

Workforce management

• Forecast scenarios in Zendesk WFM enables creating, comparing, and selecting multiple forecast versions to improve planning flexibility, transparency, and staffing efficiency. See Viewing and managing forecast scenarios.https://support.zendesk.com/hc/en-us/articles/10251326307610-Announcing-the-general-availability-of-WFM-forecast-scenarios

• Unified agent status synchronization in Zendesk WFM enables real-time synchronization of agent statuses from omnichannel routing. This improves adherence accuracy, simplifies workflows, and centralizes presence tracking. See Unified agent status synchronization for Zendesk WFM.https://support.zendesk.com/hc/en-us/articles/10235676769818-Announcing-the-general-availability-of-unified-agent-status-synchronization-for-Zendesk-WFM

• Improved time off reporting and management in Zendesk WFM. Zendesk is improving how time off works in WFM to ensure recorded hours better match an agent's actual paid time. See the announcement for Improved time off reporting and management .

https://support.zendesk.com/hc/en-us/articles/10303445164954-Announcing-Jira-Server-support-transition-to-maintenance-mode

https://support.zendesk.com/hc/en-us/articles/10306014823194-Announcing-enhancements-to-approval-requests

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

This week's release notes include:

• Admin Center
• Voice
• Copilot
• AI Agents and Knowledge
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New:

Updated the login experience for agents and end users who have two-factor authentication (2FA) turned on. They'll now be guided through the process of resetting an expired password before being prompted for 2FA.

Voice

New:

• The Zendesk Voice AI Agents EAP is now available for Zendesk Voice with the AI Agents Advanced add-on. It's now possible to automate end‑to‑end phone support with human‑like, real‑time conversations. From greeting and intent capture through triage, resolution, and wrap‑up while running generative procedures or API actions and preserving full context for seamless escalation to live agents. See Creating an AI agent for the voice channel (EAP).

Copilot

New:

• A set of capped Copilot capabilities is being introduced to Suite, Support, and Employee Services Professional plans and above at no additional cost. Beginning with the generative AI writing tools feature, each of your team members will receive five uses of the writing tools per month to help enhance the content of their ticket comments.

AI Agents and Knowledge

New:

• We introduced the ability to navigate back to the Copilot procedure list page in Knowledge admin from an open procedure editor.
• You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.
• The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.
• Session variables can now be shared across agents to maintain conversational context.
• Enhanced stability when managing extended session context within the Voice verbalizer.

App Marketplace

New:

• Ticket Fields AI Assistant by Macha (Support)

  • Ticket Fields AI Assistant by Macha helps you automate ticket field entry, resulting in less manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and instantly fills your defined fields. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop-downs, text fields, date fields, checkboxes, and number fields, ensuring your most important data points stay accurate.

• Smart Amazon Connect Contact Centre (Support)

  • Smart Amazon Connect Contact Centre integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.

    The integration automatically links call activity to Zendesk records, helping teams accurately track customer interactions and maintain a complete communication history.

• Instatus (Support)

  • Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk, so your support team can see what's happening with your services right in the ticket sidebar. When you open a ticket, you'll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly determine whether a customer's problem is related to a known issue.

Zendesk QA

New:

• We've added prompt anomaly Indication to AI insights. See About AI insights in Zendesk QA.

Products with no updates this week

• Support
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

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

This week's release notes include:

• Support
• Admin Center
• Copilot
• AI Agents and Knowledge
• Zendesk QA
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Support

New:

• Search now has more granular filters in the suggested filters in the search menu. Click the high-level filters to access more.

Fixed:

• Requests to GET /api/v2/users/me.json with invalid credentials now return 401 Unauthorized (previously returned 200 OK).

• Corrected an issue with follow-up tickets so that they inherit the support address value from the previous ticket, so that emails will be sent from the expected address.

• Corrected two issues with printing tickets. Uppercase characters were printing as lowercase, and large blank areas were being rendered.

Admin Center

New:

Expanded the EAP for unified navigation to now include non-agent workspace accounts, and added analytics to the EAP so it now reflects the unified navigation experience.

Fixed:

Support

• Restored type-ahead search in the profile menu within unified navigation.
• Fixed icons that were disappearing in sidebar navigation.
• Fixed an issue where agents couldn’t drag and drop certain attachment types into a side conversation in the context panel when unified navigation was enabled.

Admin Center

• Improved Admin Center search by reducing fuzzy matches for section headers and subheaders.
• Fixed an issue that would cause banners to appear duplicated in Admin Center when the EAP was enabled.

Knowledge

• Fixed an issue in Knowledge admin where the save button and revision status could disappear when switching languages.

Copilot

New:

• Admins and agents can now view certain auto assist events in the ticket events log in the Agent Workspace.

Fixed:

• Intelligent triage: Improved visibility of Intents conflicts by analyzing intents by showing a loading in the intents list

AI Agents and Knowledge

New:

• Subdomain Connection with AIAA and Email Integration is now based on the system user instead of the authorized user, as previously seen. Connection of accounts will be based on the main account ID/subdomain
• Starting February 10, 2026, customers who buy AI agents – Advanced will have their advanced messaging AI agents automatically connected to Zendesk Messaging. The integration is configured based on the account subdomain, a messaging group is automatically created, and new messaging AI agents are automatically added to that group. Any subsequent AI Agents can be added by manually creating an AI agent and assigning the required organization.
  The Object type is not supported in the AI agents - Advanced integration builder.
• A powerful no-code tool for implementing generative search is now available. Knowledge admins can now leverage quick answers in their help center theme without writing or modifying code.

Fixed:

• Fixed a bug that prevented cloning within the same organization

Zendesk QA

New:

• Added a new category to the calibration dashboard

Fixed:

• Fixed a time tracking error when dual write fails

Zendesk Workforce Management (WFM)

New

• Forecast Scenarios: Customers can create customizable sets of forecast parameters to experiment with multiple configurations, compare their results, and select the most suitable one as the active scenario.

Products with no updates this week

• AI agents - Advanced
• Messaging and live chat
• Voice
• Analytics
• App Marketplace