Release notes through 2026-06-26

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

This week's release notes include:

Admin Center

New

The content of the email that gets sent when accessing your account when your SSO provider is down has been updated to be simpler, clearer, and more closely aligned with our content standards.

New:

Zendesk is making AI more accessible by bringing the Copilot add-ons’ intelligent triage classification to Suite and Support Professional plans and above. This feature uses machine learning to automatically analyze and classify incoming tickets, helping you understand your top ticket drivers without manual effort.
Auto assist will no longer suggest solving a ticket unless it is asked to do so in a procedure.

Fixed:

Fixed an issue where click-to-call from the Web Widget did not connect when Help Center authentication was enabled.

New:

You can now connect Amazon S3 to your Zendesk account to make the content available wherever external content is used. See Connecting Amazon S3 as an external knowledge source.

New:

Ticket Done (Support) (paid)
- Ticket Done brings AI assistance directly into your Zendesk ticket sidebar so agents spend less time searching and more time solving. Ticket Done reads each incoming ticket and instantly surfaces AI-generated responses sourced from your actual Zendesk Help Center articles. No generic AI. No hallucinations. Every suggestion is grounded in your documentation. Generate a customer-ready reply in seconds. Ticket Done reads the ticket, searches your knowledge base using semantic AI, and drafts a response your agent can review and send. Need internal guidance before responding? Get Help surfaces the right policies, procedures, or escalation paths — visible only to the agent, never the customer.
Fusion (Theme)
- Fusion is a premium Zendesk Guide theme that combines modern design, powerful functionality, and seamless navigation to help customers find answers faster. Designed for businesses of all sizes, Fusion transforms your help center into a professional support hub that enhances customer satisfaction and reduces support tickets. With its clean layouts, advanced search experience, and highly customizable design, Fusion delivers the perfect balance of aesthetics and usability.

New:

The forecast vs actual page (EAP) now has a more granular CSV export.
New forecast variance metric that compares the volume forecasted with the actual volume received.

Details on both can be found in Understanding and using the forecast vs actual page (EAP)
The default time off report has a new billable hours metric. It reflects the net number of paid hours lost as a result of the time-off request (Billable Hours = Total time-off duration – Duration of unpaid activities (within the same scheduled window)).
Time off reasons can now be configured to be used by specific teams. More details in this article for Time off reasons: team visibility setting.

Fixed:

Audit log events related to changes in performance boards and the extension tracking settings page will now appear in the WFM audit logs page.
The Neural Prophet forecasting algorithm is no longer available. Scenarios that were using it will have it changed to the Prophet algorithm on the next forecast recalculation.