Announcing audio playback for the email channel

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
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<td style="height: 22px; width: 33.3333%;">June 15, 2026</td>
<td>June 15, 2026</td>
<td style="height: 22px; width: 33.3333%;">June 15, 2026</td>
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</table></figure><p><span style="color: #464646;">We’re excited to announce that our embedded audio player in Agent Workspace is now available for the email channel in addition to messaging conversations. This player allows agents to listen to audio messages without downloading files externally, providing a smoother and faster support experience.</span></p><p>This article includes these sections:</p><ul>
<li data-list-item-id="e9a93dbf5c36d48a0e1a65db58f881492"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e83328b03edaf57411ddd08f156655f40"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ef26cdad76428c63b61e799f719eb5046"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>Agents can now listen to customer audio messages attached to email comments right inside their Zendesk interface with a simple play button. This improves workflow efficiency and reduces response time.</p><figure class="wysiwyg-image"><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/audio_comment_WA.png" width="500"></figure><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>We want to help agents provide faster, more accessible support. Many customers communicate using audio, especially those who rely on voice due to literacy or accessibility needs. This change enhances the ability to serve these customers effectively, improving satisfaction and productivity.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>No action is required on your part to enable this feature. It will be automatically available in Agent Workspace. Just look for the new play button next to audio messages and enjoy the simpler way to listen and assist. See <a href="https://support.zendesk.com/hc/en-us/articles/10570348941082" target="_blank" rel="noopener noreferrer">Playing back audio comments in email and messaging tickets</a>.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer">Community forum </a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.<br><br> </p>