What's New

Voice AI agents are generally available for Zendesk voice customers with real-time conversations, handoff to human agents, transcripts, summaries, recordings, and 53 languages. Sender authentication now defaults to Minimal for all accounts, with eligible disabled accounts rolled into the new default during a staged rollout, and admins gain configurable email notifications for automated resolution usage.

Admins can now create multi-lookup relationship fields connecting tickets to multiple related records, and agents can record and send audio comments in messaging and email tickets. AI translations extend to conversational channels, and merge suggestions are included at no extra cost for Suite and Support Professional plans.

Copilot intelligent triage, which auto-classifies tickets by topic, sentiment, language, and entities, is now included at no extra cost in Suite and Support Professional plans and above. Views now auto-refresh every minute, authorized users can submit service catalog requests on behalf of others, and AI agents migration brings infrastructure changes for customers who purchased the add-on before March 10, 2026.

AI-based predictive routing assigns messaging tickets to the fastest-expected agent, custom roles can be compared side-by-side, and eligible digital customers can pause accounts for up to three months. Also adds Forethought AI agents, Google Drive/Amazon S3/Box as external knowledge sources, end-user presence detection for messaging, and the intelligent triage "intent" classification renamed to "topic."