Announcing collapsible call transcripts and summaries for Zendesk Voice

Announced on | Rollout starts | Rollout ends
August 18, 2026 | August 18, 2026 | August 20, 2026

We're excited to announce a new formatting option for call transcripts and AI summaries in Zendesk Voice. Admins can now choose to display transcripts and call summaries as collapsible comments instead of internal notes, helping reduce ticket clutter from lengthy call transcripts and summaries.
This feature is available to Zendesk Voice customers with the Copilot add-on.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When Show call transcripts on tickets is enabled, admins now have two format options:

Add transcript and summary as internal notes (default): Continues to add transcripts and summaries as internal notes.

Add transcript and summary as collapsible comments: Displays transcripts and summaries as collapsible comments that agents can expand when needed.

The new collapsible format helps maintain ticket readability, especially for longer calls that generate extensive transcripts. And, just as with internal notes, these collapsible comments are always private.

Important: Manual redaction is not available for collapsible comments. If your workflow requires agents to manually redact text from call transcripts or summaries, use the internal notes format.

Note: Automatic redaction of PII and PCI data from call transcripts continues to work with both formats.

Why is Zendesk making this change?

Lengthy calls can generate extensive transcripts that make tickets harder to scan and make it more difficult for agents to review ticket history and previous interactions.

With collapsible transcript formatting, teams can:

Maintain ticket readability: Keep tickets easier to scan while preserving access to the full transcript and summary.

Improve agent efficiency: Review ticket history and customer context without scrolling through lengthy transcripts.

Preserve transcript value: Continue leveraging transcripts for AI processing, compliance, and quality assurance.

Keep transcripts available: Use collapsible comments to reduce ticket clutter without disabling transcript display.

What do I need to do?

No action is required. The existing internal notes format remains the default. To use collapsible comments, update your call transcription settings. The setting applies to transcripts and summaries of future calls. Existing transcripts and summaries remain in their original format.

For more information about call transcription options, see Call transcription and summarization FAQ.

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.