Announcing cloning fully configured Zendesk AI agents

Announced on | Rollout on
August 10, 2026 | August 10, 2026

We're excited to announce that cloning  a Zendesk AI agent now copies your agent’s full configuration, including procedures, actions, knowledge sources, search rules, segments, and personalization settings.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Duplicating a Zendesk AI agent now clones the agent's full configuration. Key improvements include:

Complete configuration cloning: Use cases, procedures, configured actions, API integrations, templates, search rules, knowledge sources, segments, entities, personalization settings, identity and tone of voice, languages, and settings are all included in the copy.

Available for all AI agents: The duplicate option is available on all AI agents created within your organization.

Supported environments: Sandbox to production environments, sandbox to sandbox environments, and duplication within the same environment.

Why is Zendesk making this change?

As new capabilities were added to AI agents, duplication did not always keep pace and cloned agents could be missing parts of their configuration. This update closes those gaps so that a duplicated agent behaves like the original. It makes the sandbox-to-production workflow dependable for testing changes before they go live.

What do I need to do?

No action is required. This improvement applies to all new duplicated agents for customers with Zendesk AI agents. AI agents duplicated before this rollout are not retroactively updated. To get a complete copy, duplicate the AI agent again. For more information, see Cloning an AI agent in Zendesk help.

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.