Announcing the native Zendesk Contact Center

Announced on | Rollout starts | Rollout ends
June 9, 2026 | June 9, 2026 | June 19, 2026

We’re happy to announce the general availability of our native Contact Center product. Contact Center is now built directly into the Zendesk Agent Workspace, simplifying the agent and admin experience.
This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Contact Center is now integrated directly into the Zendesk Agent Workspace:

Unified experience – Call controls appear in the workspace without a separate Marketplace app.

Single status management – One status picker controls availability across both Zendesk and Amazon Connect.

Simpler authentication – Agents sign in once to Zendesk with no additional authentication required.

Native settings – Admins access Contact Center settings from the Product menu.

Expanded language support – Now available in 30+ languages.

Your Amazon Connect configuration, phone numbers, call recordings, and workflows remain unchanged

Why is Zendesk making this change?

The key reasons are due to customer feedback:

The sidebar app felt disconnected and obscured the ticket workspace

Managing two separate status pickers was confusing

Contact Center needed to feel like a native part of Zendesk, not a 3rd party application.

A native integration provides a streamlined experience and also enables faster feature delivery.

What do I need to do?

New Contact Center customers: Native Contact Center is enabled by default. No action required.

Existing Contact Center Zendesk Application Framework app and Engage legacy customers: Your current setup continues working without disruption. Contact your Customer Success Manager or Zendesk Advocacy team to plan the migration.

The following are the requirements for migrating:

CloudFormation version 20260106 / 1.1.2 or later

Omnichannel routing enabled

For more information on the new native experience, including a click-through demo, see About Zendesk Contact Center.

If you have feedback or questions related to this announcement, contact your Zendesk account representative. For general assistance with your Zendesk products, contact Zendesk Customer Support.