Check out what's new in the last month:
- Support
- Accounts and billing
- AI agents
- Copilot
- Objects and business rules
- Security
- People
- Knowledge
- Messaging
- Contact Center
- Voice
- Analytics
- Workforce management
- Quality assurance
- Apps and integrations
Also don't miss:
Support
- Multi-lookup relationship fields allow admins to create ticket fields that connect one ticket to multiple related records, such as users, organizations, assets, and custom objects. This simplifies workflows by enabling automation through action flows and business rules without custom logic. Multi-lookup fields are available on Zendesk Suite Professional and Support Enterprise plans. See Understanding relationship fields and Creating many-to-many relationships in Zendesk.
- The messaging integration in views improves how messaging activity is represented, updating the Latest Update timestamp more reliably and adding an active conversation indicator. This helps agents prioritize active messaging tickets more effectively with no action required from users. See Accessing and using the Views admin page.
- AI translations, already available for email, web form, and API, now support conversational channels (live chat and messaging). Translations run in real time so agents and customers can communicate in their own languages during live conversations. See Turning on and off AI translation for ticket conversations.
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The notifications list supports additional notifications for email tickets and reopened tickets. Also, agents can configure their own notifications settings in Admin Center. See Managing ticket notification settings in Admin Center.
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You can create links to connect directly to specific comments within a ticket and share it with others. Comment links make it easier to share the exact context with teammates, collaborate on complex requests, and reduce the time spent searching through ticket histories. See Linking directly to comments in a ticket.
- Enhancements to the unified agent status picker now give admins the ability to hide unnecessary statuses and reorder them to better match agent workflows. This customization improves efficiency by showing only relevant statuses and placing frequently used ones at the top. See Managing the unified agent statuses available to your agents.
- The audio comments feature for messaging and email tickets introduces an embedded audio recorder in Agent Workspace, allowing agents to record, review, and send audio replies directly within Zendesk. This streamlines workflows, speeds up responses, and enhances accessibility. The feature is enabled by default with an admin setting to control it. See Allowing agents to send audio messages and Receiving and sending audio comments in email and messaging tickets.
Accounts and billing
- You can view invoice details from the Invoices page in Admin Center. Invoice details include all transactions associated with an invoice, including payments, credit memos, refunds, and write-offs. Each transaction listed includes the transaction type, status, applied amount, and the remaining invoice balance after each transaction. See Managing invoices.
AI agents
- Cloning an AI agent now duplicates the AI agent's full configuration, including procedures, actions, knowledge sources, search rules, segments, and personalization settings. This improvement supports sandbox-to-production and sandbox-to-sandbox workflows, ensuring cloned agents behave like the original. See Cloning an AI agent.
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Admins can set templated opening and closing lines in email responses for AI agents with agentic AI. This allows you to set static, personalized opening and closing lines for AI-generated emails, ensuring brand consistency and predictability. See Configuring an AI agent’s opening and closing lines in email responses.
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Sources used for AI-generated answers now appear in a separate view. In the Web Widget and on social channels, customers can click to view the sources that an AI agent used to generate a reply, rather than seeing a lists of sources directly in the AI agent's response. This reduces clutter and improves readability for messaging conversations. See Displaying sources for generative replies.
- Schedules set in Admin Center now apply to AI agents. You can use a schedule to define the business hours, time zones, and holidays that affect escalation workflows for your AI agents. See Checking business hours and agent availability during AI agent conversations.
- Enhancements to the Resolution usage and Resolution allowance dashboards. You can filter by brand and tier. In addition, on the Resolution usage dashboard, you can also export resolution usage data for any selected date range. See Managing resolution usage and Managing resolution allowances.
Copilot
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Merge suggestions are now included at no additional cost for Suite and Support Professional plans and above, helping agents identify and merge related tickets to reduce handling time and duplicate tickets. Usage for this feature is pooled across all agents in an account. See Turning on and configuring AI-generated merge suggestions.
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Guided onboarding for auto assist is now available. It helps simplifies setup by guiding admins through selecting knowledge sources, enabling access, and publishing AI-generated procedures. This onboarding is available once per account in Admin Center. See Turning on and configuring auto assist.
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Admin copilot now includes role-based permissions for conversational assistance, allowing control over custom role access. It also features an expanded view for detailed responses and integrates Zendesk QA recommendations for proactive conversation quality improvement. See Managing access to admin copilot conversational assistance and Understanding admin copilot recommendations.
- The similar tickets feature in the Copilot add-on has been improved with a hybrid retrieval model that combines keyword and semantic matching. This feature now supports all languages and channels to find more relevant past solutions faster. See Turning on similar tickets.
- Version management for agent copilot and intelligent triage now allows you to inspect, save, compare, and deploy AI-related configurations across sandbox and production environments. This helps keep settings aligned and supports testing in sandbox before production deployment. See Inspecting sandbox and production account configurations.
Objects and business rules
- An update to action credits usage for native Zendesk actions allows unlimited automation of Zendesk operations, including all standard Zendesk actions and Zendesk-built external actions, without affecting credit usage. Action credits now apply to third-party connectors and custom actions only. See Monitoring the usage of action credits and action flow activity.
- The AI-powered object builder in admin copilot is now generally available, allowing admins to create and refine custom objects and fields using simple language and AI-generated models. This feature accelerates setup by reducing manual schema design and deployment effort. See Creating custom objects using the AI object builder.
- Flexible custom object record permissions for light agents and contributors allows admins to configure full object-level and record-level access permissions for the light agent and contributor roles, providing tailored access control and enhanced security. See Configuring permissions to access custom object records.
Security
- The Manage APIs permission introduces granular control for Enterprise plan admins to delegate API and OAuth client management to developers without full admin rights. It enables creation, editing, deletion of API tokens, OAuth clients, Conversations API credentials, and viewing API analytics. This enhances security by adhering to least privilege principles and improves operational efficiency. See Creating and editing custom roles.
- Access log webhooks enables admins to receive access log events in near real time at a customer-configured HTTPS endpoint, simplifying SIEM integration for customers with the Advanced Data Privacy and Protection add-on. This includes webhook subscriptions, batching, retries, and delivery receipts to enhance security workflows and reduce operational overhead. See Using the access log to monitor agent activity.
- Custom redaction suggestions enables organizations with the Advanced Data Privacy and Protection add-on to automatically detect unique types of personally identifiable information (PII) in tickets using custom regular expressions (RegEx). This helps protect sensitive data, reduce manual effort, and improve compliance by highlighting data for redaction in the Zendesk Agent Workspace. See Turning on and configuring redaction suggestions.
- The password security level update removes legacy Low, Medium, and High password levels for team members, migrating accounts to the Recommended level or updated Custom policies with stronger requirements. Passwords must be at least 12 characters and cannot resemble email addresses. Team members will be prompted to reset passwords after migration starting August 17, 2026. See Changing the password security level.
- The 12-hour session 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. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.
People
- The Team Member visibility change corrects a permissions issue in Admin Center for Enterprise customers by restricting agents with only Manage end users permission from seeing or accessing the Team Members page. This fix ensures access aligns with assigned permissions, requiring no action from users.
Knowledge
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The following knowledge connectors are now available to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available wherever external content is used.
- Salesforce
- Hubspot
See Connecting external knowledge sources to your Zendesk account.
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The web crawler advanced URL filters and custom scheduler enhance crawl coverage and control by allowing up to 500 start URLs per crawler, multi-domain crawling, customizable refresh schedules, and up to 500 include and exclude filter rules. These improvements help target relevant content and improve search and AI responses. See Creating URL filters to scope website syncs.
Messaging
- Brand filtering in the messaging Web Widget allows end users to see only conversations associated with the brand they are currently engaging with, reducing confusion and improving conversation management. This filter applies to the last 100 conversations and requires multi-conversation support and multiple brands in the account. Mobile SDK support is coming soon. See Turning on brand filtering.
- WhatsApp business-scoped user IDs (BSUIDs) is now generally available in Zendesk and the Sunshine Conversations API, enabling support for WhatsApp users identified by BSUIDs instead of phone numbers as Meta rolls out WhatsApp usernames. This update allows BSUIDs to appear in API responses and events, updates the user identity model, and ensures message processing when phone numbers are unavailable. See Migrating your WhatsApp integration to BSUID.
- Admins can now use admin copilot to manage messaging triggers using natural language prompts. Copilot drafts or modifies the configurations for your review before any changes are finalized. See About admin copilot.
- Agents can exclude specific tickets from the auto-capacity release timer and messaging inactivity reminders. When automatic capacity release is turned on by an admin, a new Pause messaging reminders standard ticket field can be added to ticket forms and applied to tickets in the Agent Workspace, giving teams greater control over complex messaging conversations. See Automatically releasing agent capacity for inactive conversations and Editing ticket forms.
Contact Center
Contact Center now supports agent-first callbacks. Customers can leave the queue without losing their place, and when it’s their turn, Contact Center offers the callback to an available agent before dialing the customer. Admins configure callbacks in Amazon Connect. See Amazon's doc Set up queued callback by creating flows, queues, and routing profiles.
Native Zendesk Contact Center now supports agents working in multiple browser tabs or windows. When a call comes in, it rings and displays in each open tab, but Contact Center creates only one ticket for the call. This helps prevent duplicate tickets, reduce agent confusion, and improve reporting accuracy. No action is required.
Voice
- Zendesk Voice admins with the Copilot add-on can now add call transcripts and AI summaries as collapsible comments instead of internal notes. This helps reduce ticket clutter and makes conversations easier to read. This setting applies only to future calls. Existing transcripts and summaries remain in their original format. To use this option, select Add transcript and summary as collapsible comments in your call transcription settings.
Analytics
- The real-time monitoring assistant now features conversational commands that let supervisors take action directly from the monitoring workspace. See Managing tickets and agents using the real-time monitoring assistant.
- Customizable columns and filters in search results now supports adding custom fields, expanding beyond the previous limitation to standard fields only. This enhancement is available to all Support or Suite plans.
Workforce management
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The automatic agent status updates in Zendesk Workforce Management (WFM) now offer new admin controls to customize when tracked activities from the Zendesk WFM Chrome extension update agent statuses. Admins can enable or disable updates globally, per URL mapping, or for unmapped URLs, allowing more flexible tracking without unintended status changes. See Tracking agent time spent outside of Zendesk.
Quality assurance
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The Reviewer QA assignments and dashboard feature in Zendesk QA introduces automated, randomized evaluations of reviewers to improve accuracy and consistency. It provides leads and managers with detailed performance insights and supports unbiased, data-driven quality assurance. See Setting up reviewer QA assignments and Reviewer QA dashboard.
Apps and integrations
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More granular OAuth client scopes introduces finer control over OAuth client permissions by allowing admins to configure allowed scopes in Admin Center. This enhances security by applying the principle of least privilege and expanding available OAuth scopes. See Using OAuth authentication with your application.
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Action flow connectors are now managed in a dedicated segment of the Zendesk Marketplace, featuring over 50 new connectors, including Slack and Microsoft Teams, plus a new MCP Client and enhanced Marketplace UI for seamless workflow integration.
- New action builder connectors for ClickUp and Magento 2 enable teams to automate workflows by integrating project management and ecommerce operations with Zendesk support. These connectors allow creating and updating tasks in ClickUp and accessing ecommerce data in Magento 2 directly within action flows. See Using ClickUp actions in action flows and Using Magento 2 actions in action flows.
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The Connections page in Admin Center centralizes all external system connections in one place, allowing setup, review, and maintenance without switching products. It features a unified list, connector library, search, detailed connection info, and seamless reconnection. Existing connections migrate automatically. See Creating connections to integrate with external services.
- The MCP client is now generally available. Admins can connect their Zendesk account to public and private MCP servers to make their MCP tools available for use in action flows. This streamlines data fetching and actions in external systems across AI-powered features. See Connecting to MCP servers and using MCP tools in action flows.
- The App framework for custom object records is now generally available, allowing developers to build contextual sidebar applications directly on Custom object record pages within the Zendesk Agent Workspace. This enables tailored experiences for various business entities and seamless workflows, reducing context switching for agents. See Custom object sidebar apps and Custom object record sidebar for more details.
Employee services
- Custom tasks and task lists make it possible for agents and admins to create and add custom tasks and task lists directly within tickets without admin setup. This enhances flexibility in tracking ticket-specific actions and integrates with automated workflows. See Using task lists within tickets.
- Admins can customize ITAM asset fields, including reordering asset fields per asset type, hiding standard asset fields from agent views, and using asset events as action flow triggers. Additionally, the Purchase cost field type changes from decimal to currency, reflecting the account's billing currency. See Reordering asset fields and Hiding unused standard asset fields.
- New standard user fields for employees for Employee Service Suite plans are: Job Title, Manager, and Team—automatically added to every user record on Employee Service Suite plans. These fields streamline workflows like approval routing, IT asset tracking, and HR integrations. See About user fields.
- Existing tickets can now be converted to service catalog requests, allowing agents and business rules to associate tickets from any channel with service catalog items using the Service ticket field. This streamlines triage workflows and automates classification of service requests. See Converting tickets to service requests.