Announcing the real time monitoring assistant for managing tickets and agents

Announced on | Rollout on
Aug 27, 2026 | Aug 27, 2026

We're excited to announce that supervisors can now respond to operational changes without leaving the real time monitoring dashboard. This supports faster workforce management, helps maintain accurate reporting, and reduces the risk of tickets being routed to unavailable or incorrectly assigned agents.

This announcement answers the following questions:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re enhancing the real time monitoring dashboards with conversational commands that let supervisors take action directly from the monitoring workspace.

This helps supervisors respond faster to staffing and coverage changes while staying focused on live operations.

Enhanced actions include:

Update agent status in bulk

Update agent capacity or skills

Reassign tickets between agents

Escalate tickets from an AI agent to a human agent

By allowing these quick natural-language changes, supervisors can prevent both lengthy customer wait times and agent burnout.

Why is Zendesk making this change?

Real time monitoring helps service leaders see what’s happening across their operation. With the monitoring assistant, supervisors can now act on those insights immediately with natural language, without leaving the monitoring workspace or switching between tools.

Monitoring assistant connects unified visibility of service operations to actionability: supervisors can see emerging operational issues, understand where attention is needed, and take corrective action in the moment. That means faster responses to staffing and coverage changes, fewer routing issues, and less risk of customer delays.

What do I need to do?

To use the monitoring assistant, ensure that the following prerequisites are in place:

Your account has access to the real time monitoring dashboards.

Your account has omnichannel routing enabled (See Turning on omnichannel routing).

You have Explore admin or editor permissions (See Giving users access to Explore).

To read more about setting up the monitoring assistant, see Managing tickets and agents using the real time monitoring assistant.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.