Announcing automatic integration between AI agents and email for new customers

Announced on | Rollout starts | Rollout ends
April 27, 2026 | May 11, 2026 | May 18, 2026

Going forward, integrating AI agents with Zendesk email is no longer a manual process. We’re automating this integration so that newly created email AI agents are automatically connected to the Zendesk email channel for new customers.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

For new customers, email AI agents created on or after May 11, 2026 are automatically connected to the Zendesk email channel. This means that:

An email integration is automatically configured based on your Zendesk account’s subdomain.

An email automation trigger is automatically created for your integration

Available channels are limited to the brand you select when creating the AI agent.

Connecting specific email addresses is done by managing the AI agent’s channels.

Why is Zendesk making this change?

AI agents are a native part of Zendesk and should have out-of-the-box setup. We’re simplifying this process to require the least amount of manual steps when setting up your AI agent.

What do I need to do?

For new customers who create email AI agents on or after May 11, 2026, the email integration happens automatically. Afterward, you can manage the AI agent’s associated email addresses as needed.

For existing customers who create AI agents before May 11, 2026 and already manually integrated with email, no functional changes are made to your current setup. Your email automation trigger will continue to function as it always has. Additionally, when you create new AI agents, you will still need to manually connect them to email.

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.