Announcing API integration observability in the AI agents - Advanced conversation logs

Announced on | Rollout starts | Rollout ends
January 29, 2026 | January 29, 2026 | February 5, 2026

We’re pleased to announce a new API integration observability improvement in the AI agents - Advanced conversation logs.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Zendesk is adding new observability improvements for API integrations in the AI agents - Advanced conversation logs.

You’ll now see dedicated API event groups directly in the conversation timeline, making it easy to spot when an AI agent triggers an API call, whether through a dialogue or a procedure.

Select any API call to open a detailed snapshot with the key information you need to investigate confidently:

Available request parameters (inputs)

Updated session parameters (outputs)

The scenario that was triggered

Full responses for failed or erroneous calls

From the snapshot, you can jump straight to the relevant API integration and the dialogue that triggered it. Navigation to procedures will be added in a future update.

For more information, see Reviewing API integration information.

Why is Zendesk making this change?

We aim to make using APIs transparent and easy to investigate. With our agentic solutions, it is especially important that you have the right toolset to dive deep into conversation details and have the full picture of what actions the AI agent has executed.

What do I need to do?

No action is required. The improvement will be rolled out gradually over the course of the next week.

If you have feedback or questions related to 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.