Release notes through 2026-02-06

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

This week's release notes include:

Admin Center

Copilot

AI Agents and Knowledge

Voice

App Marketplace

Zendesk QA

Products with no updates this week

Admin Center

New:

We’re making some changes to the default behavior of new global OAuth clients so that access and refresh tokens automatically expire. Additionally, the current deadline for existing local (non-global) OAuth clients to adopt the refresh token flow has been extended to April 1, 2027. See Working with OAuth refresh tokens.

As a result of the removal of Password access for APIs, customers who were previously ineligible will now be enrolled in two-step verification (2SV). Between February 23 and March 5, 2026, all newly eligible customers with Zendesk authentication turned on will be enrolled in 2SV.

Zendesk is extending permissions for viewing access and audit logs beyond the admin role to include custom roles. Previously, only admin users could audit system activity by accessing these logs. See Creating custom roles and assigning agents.

Updates to product navigation

Support

Fixed an issue where top navigation apps displayed only the app name and an 'X' button.

Fixed an issue related to Top‑bar navigation where several apps (Aircall, Five9, Amazon Connect, and other third‑party apps) failed or behaved incorrectly, restored full app popouts, foreground/focus/notification handling, and control‑panel loading.

Fixed right‑click/context‑menu paste not working in search (search field losing focus or closing).

Fixed a search-bar UI bug where the bar closed immediately when clicking or using paste.

Admin Center

Fixed an issue preventing options from opening in a new browser tab (impacted workflows that require checking multiple triggers/automations in separate tabs).

Fixed an issue in Unified Navigation that prevented opening admin options (e.g., triggers, automations) in new tabs/windows, and restored multi‑tab workflows for checking multiple settings simultaneously.

Knowledge

Fixed an issue where the "Edit article" button was not visible to agents when viewing Knowledge Base articles.

Fixed an issue where switching brands in Knowledge with the (new navigation) redirected to the Knowledge articles admin page instead of keeping the Help Center view.

Fixed an issue in Knowledge admin where the Save button and revision status could disappear when switching languages, risking loss of unsaved changes and requiring a refresh.

Copilot

New:

You'll now have the ability to insert public help center articles and published procedures into an existing procedure. See About help center content in procedures and Creating procedures for auto assist.

You can now access entity reporting directly within the Intelligent Triage dashboard in Analytics. See Analyzing your intelligent triage activity.

Added support for the Facebook Message ticket channel.

AI Agents and Knowledge

New:

Improved request list experience in help center is GA: Help center announcement

Fixed:

Sandbox Provisioning - A new capability to provision Sandbox orgs and AI agents is now available for all new customers of AI Agents Advanced

Fixed a bug that caused system action in the AI agents - Advanced conversation log to appear as deleted actions.

Fixed multiple visual and validation errors in the AI agents - Advanced segment configuration modal.

Fixed a bug that resulted in saving errors for AI agents - Advanced dialogues, if they contained conditional blocks using segments.

Voice

New:

The Voice call bar, the call controls located at the top of the ticket during the call, has been updated. In addition to a sleeker design, we added a blinking icon to show when the call is being recorded.

Analytics

New:

We've added a new quick answers dataset and quick answers tab to the pre-canned Zendesk Knowledge dashboard.

We've updated the functionality for reporting on tags. Moving forward, only the functions INCLUDES_ALL and INCLUDES_ANY are supported for use with tags in reports.

App Marketplace

New:

Aisera Assist (Support)

Aisera Assist works with existing solutions to deliver an end-to-end AI Service Experience for customers. AI Customer Service provides omni-channel integrations through Conversational AI, NLU Search, and unsupervised NLP to speed remediation of knowledge requests and automate the resolution of tasks and actions. Aisera's Assist product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. Assist empowers agents by recommending similar tickets, knowledge articles, and next-best actions.

Ascend (Support)

Ascend is a full-featured UCaaS solution that combines cloud PBX voice, chat, business SMS, video conferencing, file sharing, and contact center into a single platform. Seamlessly integrate key functionalities of Ascend into Zendesk to increase employee productivity and deliver a more personalized experience. Easily place calls using Ascend directly within Zendesk, pull up existing customer tickets on incoming calls, and quickly create support tickets for existing customers.

Zendesk QA

New:

For custom prompt testing, we now have session-based prompt test history available. This lets customers view versions of prompts during testing and select the best one to go live with.
When in a Prompt Testing session, you edit a prompt and click Validate, a new prompt version is recorded along with its evaluation results (match rate and any manual assessments)
You can view earlier versions and their evaluated results, then choose the most suitable prompt to create.

Products with no updates this week

Support

AI agents - Advanced

Messaging and live chat

Zendesk Workforce Management (WFM)