Release notes through 2026-08-21

See the What's New section for an overview of what was released last month.

This week's release notes include:

Knowledge and AI agents

Voice

Zendesk Workforce Management (WFM)

Apps and integrations

Products with no updates this week

Knowledge and AI agents

Editor

Fixed:

Signing out while viewing a different brand's Help Center (via ?brand_id=…) sent users to /hc on the default brand, 404ing if that brand had no HC; GuideChromeController#sign_out_path now uses the brand actually being rendered.

The SSRF guard added previously blocked trusted, server-generated download URLs from the Asset Upload Service that legitimately resolve to cluster-local addresses; those AUS-derived call sites now skip destination verification.

Fixed translation routing losing the locale after switching translations. Switching to the HTML body for translations stopped returning a locale, breaking translation routing updates.

Removing a callout with the caret inside it could leave the accordion's content without a paragraph; callout removal now uses CKEditor's native widget deletion so an empty, editable paragraph is restored.

Preview surfaces (HTML preview, AI translation modal, diff views) weren't loading the shared baseline CSS, causing unstyled or double-styled callouts against the editor's own callout.css.

Inserting content after (or around) a tabs or accordion component was not possible when it was the last element. Pressing escape now focuses the block so content can be added above or below.

Voice

New:

Agents can now collapse the live call transcript and call summary panels in Voice, making it easier to focus on the active call while keeping those details available when needed. See Using generative AI to create call summaries and transcripts on tickets.

Zendesk Workforce Management (WFM)

New:

Customers can now check who performed changes and when those changes were made to the Forecast. This information is available on the audit logs page.

Apps and integrations

New:

Rollout Control (Support) (paid)

Rollout Control sends a percentage of new tickets through a workflow change before you turn it on for everyone. Start at 10%, check the results, ramp up when you're confident, or pause in one click if something's off. Every routing change, AI response flow, or CSAT trigger you turn on hits every ticket the moment it goes live. If something's wrong, you find out at scale. Rollout Control gives your team a way to test first.

Ledger (Theme)

Ledger is a free Zendesk help center theme for financial services. Ledger gives banks, fintechs, lenders, and payment platforms a precise, trust-forward Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Chalk (Theme)

Chalk is a free Zendesk help center theme for education. Chalk gives schools, universities, and learning platforms a warm, accessible Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Public (Theme)

Public is a free Zendesk help center theme for government. Public gives cities, counties, agencies, and public utilities a clear, accessible Guide theme set in Public Sans, with every color, font, and layout option customizable from Theming Center, no code required.

Shop (Theme)

Shop is a free Zendesk help center theme for retail. Shop gives ecommerce brands, retailers, and consumer marketplaces a clean, fast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Stack (Theme)

Stack is a free Zendesk help center theme for software and cloud services. Stack gives SaaS companies, developer tools, and cloud platforms a clean, technical Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Signal (Theme)

Signal is a free Zendesk help center theme for telecommunications. Signal gives mobile carriers, internet providers, and connectivity platforms a bright, reassuring Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Forge (Theme)

Forge is a free Zendesk help center theme for manufacturing. Forge gives equipment makers, industrial suppliers, and parts distributors a rugged, high-contrast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Cast (Theme)

Cast is a free Zendesk help center theme for media. Cast gives streaming services, publishers, and audio platforms a bold, editorial Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.

Improvado (Support)

Improvado is an AI-powered marketing intelligence platform for enterprise marketing, revenue, and support teams. It connects 500+ data sources, automates data preparation, and delivers analytics-ready data to your data warehouse and BI tools. Extract tickets, users, and ticket fields from the Zendesk REST API v2, on a schedule you control. Data is transferred over TLS and delivered to the customer's own Improvado workspace and data warehouse, and is used only to produce that customer's analytics.

Recurring Tickets by Veryation (Support) (paid)

Recurring Tickets by Veryation puts routine work on autopilot. Define a ticket once — subject, description, requester, assignee group, priority, type, and tags — choose a schedule, and it creates that ticket automatically every time it falls due. It is built for work that happens on a cadence: preventative maintenance, compliance and audit evidence, periodic access reviews, recurring reports, and follow-ups nobody can afford to forget.

Gatekeeper Bot (Support) (paid)

Gatekeeper Bot automatically collects customer information before routing conversations to your agents — so every ticket arrives with the right fields already filled in. The bot engages customers in natural dialogue, asking questions one at a time in the customer’s own language. A structured form is delivered inside the messaging channel. Ideal for straightforward intake flows or when you prefer not to use AI.

Asyntai AI Agent (Support)

Asyntai AI Agent adds an AI customer support agent to your Zendesk Messaging channels. Once installed, the bot answers your customers' questions instantly — 24/7, in 36 languages, automatically detected from the customer's message. The AI uses your own website content, FAQs, and product information to give answers that actually reflect your business — not generic responses. Conversations carry context, so follow-up questions are handled naturally.

Products with no updates this week

Admin Center

Support

Copilot

AI agents - Advanced

Contact Center

Analytics

Mobile SDK's

Zendesk QA