What's new in Zendesk: September 2026

<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/whats_new_banner.jpg" alt="whats_new_banner.jpg" width="600"></p><div class="note tip">
<span class="notetitle"></span>Click <strong>Follow</strong> in the <a href="https://support.zendesk.com/hc/en-us/sections/4405298877338" target="_blank" rel="noopener noreferrer">What's New section</a> to be notified each month when the What's New is published.</div><p>Check out what's new in the last month:</p><ul>
<li data-list-item-id="e09666559e8f4732c3403652210798d97"><a href="#support">Support</a></li>
<li data-list-item-id="efc2a20de4e931c9288d908232fc8fc14"><a href="#h_01M13RAS5KRF5NFVMCE83F68SX">Accounts and billing</a></li>
<li data-list-item-id="e5b7bf488fd2b582133f037ad0e8e340a"><a href="#ai-agents">AI agents</a></li>
<li data-list-item-id="ec5244a9a7c884a426b2e27f589476fb5"><a href="#copilot">Copilot</a></li>
<li data-list-item-id="e2f62cc7b7629f1ed2313a71b2f28d7bf"><a href="#objects-and-business-rules">Objects and business rules</a></li>
<li data-list-item-id="ef4e7b496525f1a0882e60c773fe94815"><a href="#security">Security</a></li>
<li data-list-item-id="e19e809a8ebfb4185ef39910375b839d5"><a href="#people">People</a></li>
<li data-list-item-id="e307a614197e743c46473425a839d3e82"><a href="#knowledge">Knowledge</a></li>
<li data-list-item-id="eab19c7f56b8c2d1c38cf6b92f4884506"><a href="#messaging">Messaging</a></li>
<li data-list-item-id="ec38e9b439dc7961f70753063baf6cfd6"><a href="#contact-center">Contact Center</a></li>
<li data-list-item-id="e85acf4499af295c6c06072ae656f7677"><a href="#voice">Voice</a></li>
<li data-list-item-id="e09c006c7dcf8404f8229f76b9d2000a5"><a href="#analytics">Analytics</a></li>
<li data-list-item-id="e7b9b88f5872be3cf8f60732184f1d444"><a href="#workforce-management">Workforce management</a></li>
<li data-list-item-id="ec4d80d95c61982caa5f0c8c7efcff58d"><a href="#quality-assurance">Quality assurance</a></li>
<li data-list-item-id="e31409c76e77865b116429f3a0ba20c3d"><a href="#apps-and-integrations">Apps and integrations</a></li>
</ul><p>Also don't miss:</p><ul>
<li data-list-item-id="edc1b93a34048bd8136a9011193f0972f"><a href="https://support.zendesk.com/hc/en-us/articles/4408829663642" target="_blank" rel="noopener noreferrer">Zendesk early access programs</a></li>
<li data-list-item-id="e091a5383c3a55ba8701e7933d543d166"><a href="https://www.youtube.com/playlist?list=PLb00xo9zloI79P2ZP4DDXMrbNmOprjo43" target="_blank" rel="noopener noreferrer">What's new videos on YouTube</a></li>
</ul><div class="nested" id="support">
<h2 id="h_01M13RAS5KFW1348K7RDT2XG26">Support</h2>
<ul>
<li data-list-item-id="e27cbfc46bc231feb0e27b0432be6998a">
<strong>Multi-lookup relationship fields</strong> allow admins to create ticket fields that connect one ticket to multiple related records, such as users, organizations, assets, and custom objects. This simplifies workflows by enabling automation through action flows and business rules without custom logic. Multi-lookup fields are available on Zendesk Suite Professional and Support Enterprise plans. See <a href="https://support.zendesk.com/hc/en-us/articles/10689134053658">Understanding relationship fields</a> and <a href="https://support.zendesk.com/hc/en-us/articles/8415083900698">Creating many-to-many relationships in Zendesk</a>.</li>
<li data-list-item-id="e280514a7727dcf5384792bcea099553f">
<strong>The messaging integration in views</strong> improves how messaging activity is represented, updating the Latest Update timestamp more reliably and adding an active conversation indicator. This helps agents prioritize active messaging tickets more effectively with no action required from users. See <a href="https://support.zendesk.com/hc/en-us/articles/4408842965530" target="_blank" rel="noopener noreferrer">Accessing and using the Views admin page</a>.</li>
<li data-list-item-id="ebf0f60e16dfe14361c6b149f3f8d97fe">
<strong>AI translations, already available for email, web form, and API, now support conversational channels</strong> (live chat and messaging). Translations run in real time so agents and customers can communicate in their own languages during live conversations. See <a href="https://support.zendesk.com/hc/en-us/articles/9837507006106" target="_blank" rel="noopener noreferrer">Turning on and off AI translation for ticket conversations</a>. </li>
<li data-list-item-id="e8feaf1ed12f3827eb7d64ffcd8efee3c">
<p><span style="color: #2F3941;"><strong>The </strong></span><a href="https://support.zendesk.com/hc/en-us/articles/4408829025690" target="_blank" rel="noopener noreferrer"><span style="color: #2F3941;"><strong>notifications list</strong></span></a><span style="color: #2F3941;"><strong> supports additional notifications</strong></span> for email tickets and reopened tickets. Also, agents can configure their own notifications settings in Admin Center. See <a href="https://support.zendesk.com/hc/en-us/articles/11050070226714" target="_blank" rel="noopener noreferrer">Managing ticket notification settings in Admin Center.</a> </p>
<p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/annoc_notification_settings_small.png" width="400"></p>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #2F3941;" data-list-item-id="e378b7a2c99f6b3398c6aa461c876da86">
<p><span style="color: #2F3941;"><strong>You can create links to connect directly to specific comments within a ticket</strong> and share it with others. Comment links make it easier to share the exact context with teammates, collaborate on complex requests, and reduce the time spent searching through ticket histories. See </span><a href="https://support.zendesk.com/hc/en-us/articles/11113594252698"><span style="color: #2F3941;">Linking directly to comments in a ticket</span></a><span style="color: #2F3941;">. </span></p>
<p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_ticket_comment_links_copy.png" width="400"></p>
</li>
<li data-list-item-id="e4e4fa3f849f2c5c2c7249dd3fd4fe25f">
<strong>Enhancements to the unified agent status picker</strong> now give admins the ability to hide unnecessary statuses and reorder them to better match agent workflows. This customization improves efficiency by showing only relevant statuses and placing frequently used ones at the top. See <a href="https://support.zendesk.com/hc/en-us/articles/5133588225690">Managing the unified agent statuses available to your agents</a>.</li>
<li data-list-item-id="e8369d335b763e0eaa404fd9af3d3e3f1">
<strong>The</strong> <strong>audio comments feature for messaging and email tickets</strong> introduces an embedded audio recorder in Agent Workspace, allowing agents to record, review, and send audio replies directly within Zendesk. This streamlines workflows, speeds up responses, and enhances accessibility. The feature is enabled by default with an admin setting to control it. See <a href="https://support.zendesk.com/hc/en-us/articles/11097611540122" target="_blank" rel="noopener noreferrer">Allowing agents to send audio messages</a> and <a href="https://support.zendesk.com/hc/en-us/articles/10570348941082" target="_blank" rel="noopener noreferrer">Receiving and sending audio comments in email and messaging tickets</a>.</li>
</ul>
</div><div class="nested" id="ai-agents">
<h2 id="h_01M13RAS5KRF5NFVMCE83F68SX">Accounts and billing</h2>
<ul><li data-list-item-id="e8859ff2d0523af4d206e3bf2c33a6892">
<strong>You can view invoice details from the Invoices page in Admin Center</strong>. Invoice details include all transactions associated with an invoice, including payments, credit memos, refunds, and write-offs. Each transaction listed includes the transaction type, status, applied amount, and the remaining invoice balance after each transaction. See <a href="https://support.zendesk.com/hc/en-us/articles/4408821492378" target="_blank" rel="noopener noreferrer">Managing invoices</a>. </li></ul>
<p class="wysiwyg-indent4"><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_account_invoices_details.png" width="600"></p>
<h2 id="h_01M14DJS0VX4QHQ7DT8F582QF4">AI agents</h2>
<ul>
<li data-list-item-id="e3afb8ea602701ff472d4cd5778df93bb">
<strong>Cloning an AI agent now duplicates the AI agent's full configuration</strong>, including procedures, actions, knowledge sources, search rules, segments, and personalization settings. This improvement supports sandbox-to-production and sandbox-to-sandbox workflows, ensuring cloned agents behave like the original. See <a href="https://support.zendesk.com/hc/en-us/articles/10563002554394-Activating-and-managing-AI-agents#topic_ns3_bgc_2jc">Cloning an AI agent</a>.</li>
<li data-list-item-id="ee44bc9daa49db7caafa4dbf6df2fcb75">
<p><strong>Admins can set templated opening and closing lines in email responses</strong> for AI agents with agentic AI. This allows you to set static, personalized opening and closing lines for AI-generated emails, ensuring brand consistency and predictability. See <a href="https://support.zendesk.com/hc/en-us/articles/11166761830938">Configuring an AI agent’s opening and closing lines in email responses</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_email_content_customizing.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="e2956d8b5dbc473f7d5ae52163376b049">
<p><strong>Sources used for AI-generated answers now appear in a separate view.</strong> In the Web Widget and on social channels, customers can click to view the sources that an AI agent used to generate a reply, rather than seeing a lists of sources directly in the AI agent's response. This reduces clutter and improves readability for messaging conversations. See <a href="https://support.zendesk.com/hc/en-us/articles/9517744828058#topic_szp_sg5_bgc">Displaying sources for generative replies</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_knowledge_sources_shown_1.png" alt="screenshot" width="300"><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_knowledge_sources_shown_2.png" alt="screenshot" width="300"></p>
</li>
<li data-list-item-id="efcc83f76039d04860debd5cd288e3349">
<strong>Schedules set in Admin Center now apply to AI agents.</strong> You can use a schedule to define the business hours, time zones, and holidays that affect escalation workflows for your AI agents. See <a href="https://support.zendesk.com/hc/en-us/articles/8357749686554">Checking business hours and agent availability during AI agent conversations</a>.</li>
<li data-list-item-id="e91cf4a8d63519b0a09c2bc6c457a0431">
<strong>Enhancements to the Resolution usage and Resolution allowance dashboards</strong>. You can filter by brand and tier. In addition, on the Resolution usage dashboard, you can also export resolution usage data for any selected date range. See <a href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank" rel="noopener noreferrer">Managing resolution usage</a> and <a href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank" rel="noopener noreferrer">Managing resolution allowances</a>. </li>
</ul>
<p class="wysiwyg-indent4"><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_view_by_brand_annoc.png" width="600"></p>
</div><div class="nested" id="copilot">
<h2 id="h_01M13RAS5KSVMFZRJ411BGGW9X">Copilot</h2>
<ul>
<li data-list-item-id="e4583489fe81c784e273acbc1051e4e1c">
<p><strong>Merge suggestions are now included at no additional cost for Suite and Support Professional plans and above</strong>, helping agents identify and merge related tickets to reduce handling time and duplicate tickets. Usage for this feature is pooled across all agents in an account. See <a href="https://support.zendesk.com/hc/en-us/articles/8044075423514-Turning-on-merging-suggestions-for-tickets">Turning on and configuring AI-generated merge suggestions</a>.</p>
<p><img class="wysiwyg-image-resized" style="border-radius: 4px; border: 1px solid #ddd; padding: 5px; width: 50%;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_confirm_merge.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="e687c2dc2cedb5e5e0237c75a1a646663">
<p><strong>Guided onboarding for auto assist </strong>is now available. It helps simplifies setup by guiding admins through selecting knowledge sources, enabling access, and publishing AI-generated procedures. This onboarding is available once per account in Admin Center. See <a href="https://support.zendesk.com/hc/en-us/articles/8013454025114">Turning on and configuring auto assist</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_wizard.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="eed613b4991c5382a3993415b80d9840f">
<p><strong>Admin copilot now includes role-based permissions for conversational assistance,</strong> allowing control over custom role access. It also features an expanded view for detailed responses and integrates Zendesk QA recommendations for proactive conversation quality improvement. See <a href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_rwb_5dt_fjc">Managing access to admin copilot conversational assistance</a> and <a href="https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_dr3_qqy_hgc">Understanding admin copilot recommendations</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_copilot_role_permission.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="ec054e122cb40042e277c888832667174">
<strong>The similar tickets feature in the Copilot add-on has been improved</strong> with a hybrid retrieval model that combines keyword and semantic matching. This feature now supports all languages and channels to find more relevant past solutions faster. See <a href="https://support.zendesk.com/hc/en-us/articles/8036381366426">Turning on similar tickets</a>.</li>
<li data-list-item-id="e4c8dd0725a7c62c92127360409cc4830">
<strong>Version management for agent copilot and intelligent triage</strong> now allows you to inspect, save, compare, and deploy AI-related configurations across sandbox and production environments. This helps keep settings aligned and supports testing in sandbox before production deployment. See <a href="https://support.zendesk.com/hc/en-us/articles/8514047212442">Inspecting sandbox and production account configurations</a>.</li>
</ul>
</div><div class="nested" id="objects-and-business-rules">
<h2 id="h_01M13RAS5KPVZ1DVWYM0AEMFZV">Objects and business rules</h2>
<ul>
<li data-list-item-id="e3a715811509723d10464f50a900fda55">
<strong>An update to action credits usage for native Zendesk actions</strong> allows unlimited automation of Zendesk operations, including all standard Zendesk actions and Zendesk-built external actions, without affecting credit usage. Action credits now apply to third-party connectors and custom actions only. See <a href="https://support.zendesk.com/hc/en-us/articles/10149993578522">Monitoring the usage of action credits and action flow activity</a>.</li>
<li data-list-item-id="ef56ac0ee52e13cc7db2e0684b89f0d6d">
<strong>The AI-powered object builder in admin copilot</strong> is now generally available, allowing admins to create and refine custom objects and fields using simple language and AI-generated models. This feature accelerates setup by reducing manual schema design and deployment effort. See <a href="https://support.zendesk.com/hc/en-us/articles/5392409465370#topic_mvf_jtk_1jc">Creating custom objects using the AI object builder</a>.</li>
<li data-list-item-id="e5105da36ad7bc39c49f0eb9f4584c9b6">
<strong>Flexible custom object record permissions for light agents and contributors</strong> allows admins to configure full object-level and record-level access permissions for the light agent and contributor roles, providing tailored access control and enhanced security. See <a href="https://support.zendesk.com/hc/en-us/articles/6034260247066">Configuring permissions to access custom object records</a>.</li>
</ul>
</div><div class="nested" id="security">
<h2 id="h_01M13RAS5MFE7QE212KAM88AGP">Security</h2>
<ul>
<li data-list-item-id="ed97d85171425b240261f6e89f3ee4c52">
<strong>The</strong> <strong>Manage APIs</strong> <strong>permission introduces granular control for Enterprise plan admins to delegate API and OAuth client management</strong> to developers without full admin rights. It enables creation, editing, deletion of API tokens, OAuth clients, Conversations API credentials, and viewing API analytics. This enhances security by adhering to least privilege principles and improves operational efficiency. See <a href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd">Creating and editing custom roles</a>.</li>
<li data-list-item-id="e7b48eb35a4daff7a64ecb534dc1bf203">
<strong>Access log webhooks enables admins to receive access log events in near real time</strong> at a customer-configured HTTPS endpoint, simplifying SIEM integration for customers with the Advanced Data Privacy and Protection add-on. This includes webhook subscriptions, batching, retries, and delivery receipts to enhance security workflows and reduce operational overhead. See <a href="https://support.zendesk.com/hc/en-us/articles/6066010357530">Using the access log to monitor agent activity</a>.</li>
<li data-list-item-id="ed93c487485a91e664598894e36c0d928">
<strong>Custom redaction suggestions</strong> enables organizations with the Advanced Data Privacy and Protection add-on to automatically detect unique types of personally identifiable information (PII) in tickets using custom regular expressions (RegEx). This helps protect sensitive data, reduce manual effort, and improve compliance by highlighting data for redaction in the Zendesk Agent Workspace. See <a href="https://support.zendesk.com/hc/en-us/articles/6669399593882">Turning on and configuring redaction suggestions</a>.</li>
<li data-list-item-id="e891ec9180121d66737e3d2a24fcf4072">
<strong>The</strong> <strong>password security level update</strong> removes legacy Low, Medium, and High password levels for team members, migrating accounts to the Recommended level or updated Custom policies with stronger requirements. Passwords must be at least 12 characters and cannot resemble email addresses. Team members will be prompted to reset passwords after migration starting August 17, 2026. See <a href="https://support.zendesk.com/hc/en-us/articles/4408822149018-Setting-the-password-security-level#topic_tcn_ppr_2j">Changing the password security level</a>.</li>
<li data-list-item-id="e4390e114514d8fb4d8e045152b2e799d">
<strong>The</strong> <strong>12-hour session limit</strong> i<strong>s being enforced for all team members</strong> to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions. Admins can review and adjust session expiration settings to comply with the new policy. See<a href="https://support.zendesk.com/hc/en-us/articles/4408832533274#topic_i25_yry_kbc"> Customizing the inactivity session time-out period</a>.</li>
</ul>
</div><div class="nested" id="people">
<h2 id="h_01M13RAS5MWMY1GJMTM253ACMY">People</h2>
<ul><li data-list-item-id="ef77f3677f9259d858222d6fc324f0361">
<strong>The</strong> <strong>Team Member visibility change</strong> corrects a permissions issue in Admin Center for Enterprise customers by restricting agents with only Manage end users permission from seeing or accessing the Team Members page. This fix ensures access aligns with assigned permissions, requiring no action from users.</li></ul>
</div><div class="nested" id="knowledge">
<h2 id="h_01M13RAS5MN0F1825F144GG2G0">Knowledge</h2>
<ul>
<li data-list-item-id="e4c073eb6b410bb64c5970ceb7d0fa87b">
<p><strong>The following knowledge connectors are now available </strong>to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available <a href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank" rel="noopener noreferrer">wherever external content is used</a>.</p>
<ul>
<li data-list-item-id="e9a8288da6be4d11a79de13b3bb600a8b">Salesforce</li>
<li data-list-item-id="ecc1ae60eff954de5a8677b2b3d7fc7b5">Hubspot</li>
</ul>
<p>See <a href="https://support.zendesk.com/hc/en-us/articles/9796599390874" target="_blank" rel="noopener noreferrer">Connecting external knowledge sources to your Zendesk account</a>.</p>
</li>
<li data-list-item-id="e36b6d2495810ff742fa4d43372e9049c">
<p><strong>The</strong> <strong>web crawler advanced URL filters and custom scheduler</strong> enhance crawl coverage and control by allowing up to 500 start URLs per crawler, multi-domain crawling, customizable refresh schedules, and up to 500 include and exclude filter rules. These improvements help target relevant content and improve search and AI responses. See <a href="https://support.zendesk.com/hc/en-us/articles/10993342489370">Creating URL filters to scope website syncs</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-crawler-sourceandurl-new-080326.png" alt="screenshot" width="600"></p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-webcrwl-urldiscover.png" alt="screenshot" width="600"></p>
</li>
</ul>
</div><div class="nested" id="messaging">
<h2 id="h_01M13RAS5M817J8DYVXF4B8R3A">Messaging</h2>
<ul>
<li data-list-item-id="ecedadf3c27cc46b3a50013b24dee857e">
<strong>Brand filtering in the messaging Web Widget</strong> allows end
users to see only conversations associated with the brand they are currently
engaging with, reducing confusion and improving conversation management.
This filter applies to the last 100 conversations and requires multi-conversation
support and multiple brands in the account. Mobile SDK support is coming
soon. See
<a href="https://support.zendesk.com/hc/en-us/articles/10792128438682" target="_blank" rel="noopener noreferrer">Turning on brand filtering</a>.
</li>
<li data-list-item-id="e87d46a1a477502688fb13df78b03c042">
<strong>WhatsApp business-scoped user IDs (BSUIDs)</strong> is now generally
available in Zendesk and the Sunshine Conversations API, enabling support
for WhatsApp users identified by BSUIDs instead of phone numbers as Meta
rolls out WhatsApp usernames. This update allows BSUIDs to appear in
API responses and events, updates the user identity model, and ensures
message processing when phone numbers are unavailable. See
<a href="https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/whatsapp-bsuid-migration/">Migrating your WhatsApp integration to BSUID</a>.
</li>
<li data-list-item-id="eb0dff5cd7067cee305dcc09b6d80fff5">
<strong>Admins can now use admin copilot to manage messaging triggers</strong>
using natural language prompts. Copilot drafts or modifies the configurations
for your review before any changes are finalized. See
<a href="https://support.zendesk.com/hc/en-us/articles/10013995711386" target="_blank" rel="noopener noreferrer">About admin copilot</a>.
</li>
<li data-list-item-id="e422677c764b285f862e6f54e5007646a">
<strong>Agents can exclude specific tickets from the auto-capacity release timer and messaging inactivity reminders</strong>.
When automatic capacity release is turned on by an admin, a new <strong>Pause messaging reminders</strong> standard
ticket field can be added to ticket forms and applied to tickets in the
Agent Workspace, giving teams greater control over complex messaging
conversations. See
<a href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank" rel="noopener noreferrer">Automatically releasing agent capacity for inactive conversations</a>
and
<a href="https://support.zendesk.com/hc/en-us/articles/5494868102426-Editing-ticket-forms#topic_h4l_mkp_knb" target="_blank" rel="noopener noreferrer">Editing ticket forms</a>.
</li>
<!-- <li data-list-item-id="e78a915c54dbc1d33ee9a3345f1fdbff5">
<strong>Agents can more easily apply templates to WhatsApp messages</strong>
after the 24-hour messaging period ends. Approved templates are automatically
added to the WhatsApp templates page in Admin Center, and are immediately
available to agents in the Agent Workspace. A new countdown clock lets
them monitor how much time they have before the 24-hour window closes.
See
<a href="https://support.zendesk.com/hc/en-us/articles/11184102106138" target="_blank" rel="noopener noreferrer">Using templates in WhatsApp conversations.</a>
</li>-->
</ul>
</div><div class="nested" id="contact-center">
<h2 id="h_01KYSFXQFMCG9PPYKQRCN7MT92">Contact Center</h2>
<ul>
<li data-list-item-id="e8ab085d16d576a02e2aed6bf08048c9b"><p data-pm-slice='1 1 ["list",{"spread":false,"start":19,"end":382},"regular_list_item",{"start":19,"end":382}]'><strong>Contact Center now supports agent-first callbacks.</strong> Customers can leave the queue without losing their place, and when it’s their turn, Contact Center offers the callback to an available agent before dialing the customer. Admins configure callbacks in Amazon Connect. See Amazon's doc <a href="https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html">Set up queued callback by creating flows, queues, and routing profiles</a>.</p></li>
<li data-list-item-id="ef015e19ddfa3721b96cbb5b3a4152ac9"><p data-pm-slice="1 1 []"><strong>Native Zendesk Contact Center now supports agents working in multiple browser tabs or windows</strong>. When a call comes in, it rings and displays in each open tab, but Contact Center creates only one ticket for the call. This helps prevent duplicate tickets, reduce agent confusion, and improve reporting accuracy. No action is required.</p></li>
</ul>
<div class="nested" id="voice">
<h2 id="h_01M13RAS5MFB2PHV9EXKMFGJVF">Voice</h2>
<ul><li data-list-item-id="eddd2ad055dcc4f5dbd8e8053c6afc93d">
<strong>Zendesk Voice admins with the Copilot add-on can now add call transcripts and AI summaries as collapsible comments</strong> instead of internal notes. This helps reduce ticket clutter and makes conversations easier to read. This setting applies only to future calls. Existing transcripts and summaries remain in their original format. To use this option, select Add transcript and summary as collapsible comments in your <a href="https://support.zendesk.com/hc/en-us/articles/6170157307162#:~:text=Show%20call%20transcripts%20on%20tickets">call transcription settings</a>. </li></ul>
</div>
<div class="nested" id="analytics">
<h2 id="h_01M13RAS5M8R2EFB71PHYRQ89P">Analytics</h2>
<ul>
<li data-list-item-id="e1d416e80dd9331e8ed679c46981c32c6">
<strong>The</strong> <strong>real-time monitoring assistant</strong> now features conversational commands that let supervisors take action directly from the monitoring workspace. See <a href="https://support.zendesk.com/hc/en-us/articles/10143536620570"><span class="wysiwyg-underline">Managing tickets and agents using the real-time monitoring assistant</span></a>.</li>
<li data-list-item-id="eb54c6d742c890c5366ff3a650c1a2b0b">
<strong>Customizable columns and filters</strong> <strong>in search results now supports adding custom fields</strong>, expanding beyond the previous limitation to standard fields only. This enhancement is available to all Support or Suite plans. See <a href="https://support.zendesk.com/hc/en-us/articles/10168997252506-Announcing-customizable-columns-in-search-results">Announcing customizable columns in search results</a> and <a href="https://support.zendesk.com/hc/en-us/articles/10579628266650-Announcing-customizable-filters-for-advanced-search">Announcing customizable filters for advanced search</a>.</li>
</ul>
</div>
<div class="nested" id="workforce-management">
<h2 id="h_01M13RAS5MJ45EXESG2Y0TN7W8">Workforce management</h2>
<ul><li data-list-item-id="e95262c0e3699ac9e2d6dd3538ddaf958">
<p><strong>The</strong> <strong>automatic agent status updates in Zendesk Workforce Management (WFM)</strong> now offer new admin controls to customize when tracked activities from the Zendesk WFM Chrome extension update agent statuses. Admins can enable or disable updates globally, per URL mapping, or for unmapped URLs, allowing more flexible tracking without unintended status changes. See <a href="https://support.zendesk.com/hc/en-us/articles/6676772528026-Tracking-agent-time-spent-outside-of-Zendesk">Tracking agent time spent outside of Zendesk</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_update_status.png" alt="screenshot" width="600"></p>
</li></ul>
</div>
<div class="nested" id="quality-assurance">
<h2 id="h_01M13RAS5MRV0V1Q8AKBGWWHK2">Quality assurance</h2>
<ul><li data-list-item-id="e03bfd12746f17a18fca268036ca8e879">
<p><strong>The</strong> <strong>Reviewer QA assignments and dashboard</strong> <strong>feature</strong> in Zendesk QA introduces automated, randomized evaluations of reviewers to improve accuracy and consistency. It provides leads and managers with detailed performance insights and supports unbiased, data-driven quality assurance. See <a href="https://support.zendesk.com/hc/en-us/articles/10980810861978">Setting up reviewer QA assignments</a> and <a href="https://support.zendesk.com/hc/en-us/articles/11013717608730">Reviewer QA dashboard</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reviewerqa_evaluate.png" alt="screenshot" width="250"></p>
</li></ul>
</div>
<div class="nested" id="apps-and-integrations">
<h2 id="h_01M13RAS5M7N99VR1SRN89BYRH">Apps and integrations</h2>
<ul>
<li data-list-item-id="ec3d2ae42364384393104416e6ac2e68f">
<p><strong>More granular OAuth client scopes</strong> <strong>introduces finer control over OAuth client permissions</strong> by allowing admins to configure allowed scopes in Admin Center. This enhances security by applying the principle of least privilege and expanding available OAuth scopes. See <a href="https://support.zendesk.com/hc/en-us/articles/4408845965210-Using-OAuth-authentication-with-your-application">Using OAuth authentication with your application</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/scopes_announcement.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="e429800a0ba570053f04fe937d6787073">
<p><strong>Action flow connectors are now managed in a dedicated segment of the Zendesk Marketplace</strong>, featuring over 50 new connectors, including Slack and Microsoft Teams, plus a new MCP Client and enhanced Marketplace UI for seamless workflow integration.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/marketplace_home_page.png" alt="screenshot" width="600"></p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/marketplace_connectors_list.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="e4fece33b50679a8862ec37fb1f50ede2">
<strong>New action builder connectors</strong> <strong>for ClickUp and Magento 2</strong> enable teams to automate workflows by integrating project management and ecommerce operations with Zendesk support. These connectors allow creating and updating tasks in ClickUp and accessing ecommerce data in Magento 2 directly within action flows. See <a href="https://support.zendesk.com/hc/en-us/articles/11128262529434">Using ClickUp actions in action flows</a> and <a href="https://support.zendesk.com/hc/en-us/articles/11128378481690">Using Magento 2 actions in action flows</a>.</li>
<li data-list-item-id="e4ce66d987d5c77e27afff348ef01a28a">
<p><strong>The Connections page in Admin Center</strong> <strong>centralizes all external system connections in one place</strong>, allowing setup, review, and maintenance without switching products. It features a unified list, connector library, search, detailed connection info, and seamless reconnection. Existing connections migrate automatically. See <a href="https://support.zendesk.com/hc/en-us/articles/5040378297626">Creating connections to integrate with external services</a>.</p>
<p><img style="border-radius: 4px; border: 1px solid #ddd; padding: 5px;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/connections_page.png" alt="screenshot" width="600"></p>
</li>
<li data-list-item-id="ec71ba405ca660b74178ee351dc2baed4">
<strong>The MCP client is now generally available</strong>. Admins can connect their Zendesk account to public and private MCP servers to make their MCP tools available for use in action flows. This streamlines data fetching and actions in external systems across AI-powered features. See <a href="https://support.zendesk.com/hc/en-us/articles/10497779528730">Connecting to MCP servers and using MCP tools in action flows</a>.</li>
<li data-list-item-id="e2cc4928dda5530a7c4652d34dfde728d">
<strong>The</strong> <strong>App framework for custom object records</strong> is now generally available, allowing developers to build contextual sidebar applications directly on Custom object record pages within the Zendesk Agent Workspace. This enables tailored experiences for various business entities and seamless workflows, reducing context switching for agents. See <a href="https://developer.zendesk.com/documentation/apps/app-developer-guide/custom-object-sidebar-apps/">Custom object sidebar apps</a> and <a href="https://developer.zendesk.com/api-reference/apps/apps-support-api/custom_object_record_sidebar/">Custom object record sidebar</a> for more details.</li>
</ul>
</div>
<div class="nested" id="unclassified">
<h2 id="h_01M13RAS5M7Z7RRJXY796KHE93">Employee services</h2>
<ul>
<li data-list-item-id="e6cd21202f18d6b9f0845d6b2b50f7e9a">
<strong>Custom tasks and task lists</strong> make it possible for agents and admins to create and add custom tasks and task lists directly within tickets without admin setup. This enhances flexibility in tracking ticket-specific actions and integrates with automated workflows. See <a href="https://support.zendesk.com/hc/en-us/articles/9676934427418">Using task lists within tickets</a>.</li>
<li data-list-item-id="e639eb3aa232795baace1f2feedfbf924">
<strong>Admins can customize ITAM asset fields</strong>, including reordering asset fields per asset type, hiding standard asset fields from agent views, and using asset events as action flow triggers. Additionally, the Purchase cost field type changes from decimal to currency, reflecting the account's billing currency. See <a href="https://support.zendesk.com/hc/en-us/articles/10636277233690#topic_zlp_kdn_cjc">Reordering asset fields</a> and <a href="https://support.zendesk.com/hc/en-us/articles/10636277233690#topic_gvt_j3g_5jc">Hiding unused standard asset fields</a>.</li>
<li data-list-item-id="e48d944c64295c15c4955087c1dd08c79">
<strong>New standard user fields for employees</strong> for Employee Service Suite plans are: Job Title, Manager, and Team—automatically added to every user record on Employee Service Suite plans. These fields streamline workflows like approval routing, IT asset tracking, and HR integrations. See <a href="https://support.zendesk.com/hc/en-us/articles/11157865314842">About user fields</a>.</li>
<li data-list-item-id="e60aba3cd947298d90a30bf3d8fb45f17">
<strong>Existing tickets can now be converted to service catalog requests</strong>, allowing agents and business rules to associate tickets from any channel with service catalog items using the Service ticket field. This streamlines triage workflows and automates classification of service requests. See <a href="https://support.zendesk.com/hc/en-us/articles/11114620990490">Converting tickets to service requests</a>.</li>
</ul>
</div>
</div>