Announcing improved voicemail transcription for Zendesk Voice

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<td><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td><strong>Rollout ends</strong></td>
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<td><span style="color: #464646;">January 21, 2026</span></td>
<td><span style="color: #464646;">January 21, 2026</span></td>
<td><span style="color: #464646;">January 23, 2026</span></td>
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</table></figure></div><p>We’re excited to announce enhancements to the voicemail transcription model used by Zendesk Voice. This update makes voicemail transcriptions significantly faster and expands transcription language support beyond English alone. Additionally, voicemail transcripts can now be processed by <a href="https://support.zendesk.com/hc/en-us/articles/5524125586330">Zendesk Copilot</a>.</p><p><span style="color: #464646;">This announcement includes the following topics:</span></p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="e045c71cff113db6d0a8fed624086da63"><span style="color: #464646;">What is changing?</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="e66b0cb9136675cc907be395adafd1ab5"><span style="color: #464646;">Why is Zendesk making this change?</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="e9b78c47406b87c92fddfd2a9ba5d09c6"><span style="color: #464646;">What do I need to do?</span></li>
</ul><h2 id="h_01KESBXMY29JJHXF4Y27P5P3SY">What is changing?</h2><p>We’re upgrading the model that transcribes Zendesk Voice voicemail recordings into text on tickets.</p><p>With the new transcription model, you can now expect:</p><ul>
<li data-list-item-id="e7fd5dd8a6e23c5be23aa160737b2ca9e">
<strong>Faster processing: </strong>Voicemail transcriptions will be added to tickets within 15 seconds of the call ending.</li>
<li data-list-item-id="ea335a76b7fbabccb6045cb2714288c88">
<strong>Multilingual support: </strong>Voicemails will be automatically transcribed in 35 languages: Bulgarian (bg), Catalan (ca), Czech (cs), Danish (da), German (de), German (Switzerland) (de-CH), Greek (el), English (en), Spanish (es), Estonian (et), Finnish (fi), French (fr), Hindi (hi), Hungarian (hu), Indonesian (id), Italian (it), Japanese (ja), Korean (ko), Lithuanian (lt), Latvian (lv), Malay (ms), Dutch (nl), Flemish (nl-BE), Norwegian (no), Polish (pl), Portuguese (pt), Romanian (ro), Russian (ru), Slovak (sk), Swedish (sv), Thai (th), Turkish (tr), Ukrainian (uk), Vietnamese (vi), Chinese (zh).</li>
<li data-list-item-id="e371f56a901c94d36cb4a30d66c5111f0">
<strong>Copilot integration</strong>: Voicemail transcripts can now be processed by Zendesk Copilot features such as intelligent triage and call summarization, to allow for better ticket routing and analysis.</li>
</ul><p>Additional important changes:</p><ul>
<li data-list-item-id="ebeda3bcb525ecf723c6f6365ddc6bc60">Voicemail transcripts are now added as internal system notes on the ticket.</li>
<li data-list-item-id="e297f4f07b3ffd3ac13d709cfee116c3e">
<strong>Pricing update</strong>: With the new transcription model, voicemail transcription is priced at $0.01 per minute of transcribed audio.</li>
<li data-list-item-id="e54a266b7cbb5aca3aa1493522cdb2edd">
<strong>Regional availability</strong>: The new voicemail transcription model was rolled out in late January, 2026, to the US and EU based accounts. On March 5th, 2026 it was also rolled out to all APAC based accounts.</li>
</ul><figure class="wysiwyg-image"><img style="aspect-ratio: 765/442;" src="https://support.zendesk.com/hc/article_attachments/10163326464154" width="765" height="442"></figure><h2 id="h_01KESBXMY3WMY5ET0WC34FJSNJ">Why is Zendesk making this change?</h2><p>This update resolves two main issues with our previous voicemail transcription service:</p><ul>
<li data-list-item-id="eb0e1a8457dcae0154755a8d64b74d799">Processing delays: Voicemail transcriptions were often delayed, slowing down ticket handling and follow-up.</li>
<li data-list-item-id="e77fa8436b4a6c23e637d453709e3fa6c">Limited language support: Transcriptions were only available for English language calls, which created friction for global teams and multilingual support environments.</li>
</ul><p>By upgrading the transcription model, we’re improving speed and expanding language coverage so teams can work more efficiently and serve customers in more languages.</p><h2 id="h_01KESBXMY3VE9JKPGRYSSQG52H">What do I need to do?</h2><p>You can <a href="https://support.zendesk.com/hc/en-us/articles/4408831899930">turn on voicemail transcription for a phone line</a> in Admin Center. If voicemail transcription is already turned on for a phone line, you don’t need to make any changes. The transcription model updates mentioned in this announcement will be automatic. </p><p>If you have feedback or questions related to this announcement, visit our <a href="https://support.zendesk.com/hc/en-us/community/topics/1260801308510-Feedback-Voice-Talk-"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support"><span class="wysiwyg-underline">contact Zendesk Customer Support</span></a>.</p>