Announcing role-based permissions, expanded view, and Zendesk QA recommendations in admin copilot

Announced on | Rollout starts
August 27, 2026 | August 27, 2026

Admin copilot is becoming more flexible and proactive, giving admins more control over how it’s used and more ways to act on insights across Zendesk.

With this release, account admins can control which custom roles have access to admin copilot conversational assistance. Admins can also expand the conversational interface to better support dense, multi-part answers. Additionally, we’re adding Zendesk QA to the Recommendations feed, helping admins spot opportunities to improve conversation quality and get more value from QA.

Together, these updates make it easier to roll out admin copilot in a way that fits your organization while expanding the proactive guidance available to admins.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

1. Role-based permissions for admin copilot conversational assistance

(Enterprise accounts only) Account admins can now control which custom roles have access to admin copilot conversational assistance directly from Zendesk custom roles.

2. Expanded view for admin copilot conversational assistance

Now, admins can expand the conversational assistance panel when they need more room to review detailed responses, then collapse it back to the sidebar when they’re ready to return to their broader admin workflow.

3. Zendesk QA recommendations in admin copilot

Zendesk QA is now included in admin copilot recommendations, so admins can get proactive guidance to improve conversation quality alongside their other recommendations. The first recommendation helps accounts get started with QA and is the first step toward more specific guidance as more QA data becomes available.

Why is Zendesk making this change?

Role-based permissions: Previously, conversational assistance was available to every admin on the account, with no way to scope access. With role-based permissions, account admins can:

Provide access to conversational assistance  for team members in custom roles

Keep conversational assistance turned off  for team members that shouldn't have access, without blocking those admins from other admin functions

Roll out admin copilot progressively — starting with a pilot group of trusted admins before expanding org-wide

Meet internal governance and security-review requirements that mandate role-based access control for new AI features

Expanded view: Some questions require detailed, multi-part answers. The expanded view gives admins more space to read, follow, and act on that information without losing the context of the conversation. When they’re done, they can collapse the interface back to the sidebar and continue working in Zendesk.

Zendesk QA recommendations: Proactive guidance saves time and improves outcomes. Bringing QA into the Recommendations feed means admins get that guidance across more of their Zendesk footprint — including quality assurance, where small tuning wins can compound quickly.

What do I need to do?

These updates are progressively rolling out starting August 27th, 2026, no action is required. To learn more, see Managing access to admin copilot conversational assistance and Understanding admin copilot recommendations.

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.