What's new in Zendesk: February 2026

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Check out what's new in the last month:

Support

AI agents

Copilot

Objects and business rules

Accounts and billing

People

Messaging

Voice

Contact Center

Analytics

Security

Workforce management

Developers

Notable content

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Support

New customization options for columns in search results allow agents and admins to add or remove columns in the search results table, tailoring views to individual workflows with up to 10 columns per object type. Customizations persist until logout, cache deletion, refresh, or browser close. See Searching Zendesk Support data for more information.https://support.zendesk.com/hc/en-us/articles/10168997252506-Announcing-customizable-columns-in-search-results

The updated ticket preview experience in views includes a new accessible Side Panel option alongside the default Tooltip. The Side Panel is keyboard- and screen-reader-friendly, shows key ticket fields and recent conversations, and improves accessibility and usability for agents using assistive technologies. See Accessing and working with tickets in a view.https://support.zendesk.com/hc/en-us/articles/10203873441946-Announcing-a-new-ticket-preview-experience-in-views

Improved bulk actions in views enhances reliability and safety by recording each ticket's last-updated timestamp during bulk updates. If a ticket is modified during the update, it is skipped to prevent unintended changes, while other tickets continue processing. See Managing tickets in bulk. https://support.zendesk.com/hc/en-us/articles/10223166291482-Announcing-improved-bulk-actions-in-views

Updates to printing tickets now allows inclusion of side conversations, printing without internal comments, and displaying ticket priority. It also highlights potential timeouts with tickets having excessive comments or side conversations. See Printing Tickets.https://support.zendesk.com/hc/en-us/articles/10209715400090-Announcing-updates-to-printing-tickets

AI agents

(Advanced) In the dialogue builder, you can now search for specific content. Quickly find exactly what you need across your entire dialogue, with support for case-sensitive and whole-word matching. The search functionality spans all block input fields, including drop-down selections and attached actions, making it easy to search even complex conversation flows. See Searching for content within a dialogue.https://support.zendesk.com/hc/en-us/articles/10172236355610-Announcing-native-search-functionality-for-the-AI-agents-Advanced-dialogue-builder

(Advanced) You can now review information about API calls that take place during conversations between your AI agent and customers. This information includes when the calls were made and details of the calls, including request and session parameters, the response, any errors, and more. This information is especially useful for troubleshooting. See Reviewing API integration information.

Copilot

Intent quality recommendations are now available in intelligent triage to help you identify and resolve overlapping or duplicate intents affecting accuracy. You can review flagged issues with context, refine intent definitions, and apply fixes directly in the Intent page. This update simplifies maintaining intent accuracy as your intent library grows. See Improving intent quality with personalized recommendations.https://support.zendesk.com/hc/en-us/articles/10198478867994-Announcing-intent-quality-recommendations-in-intelligent-triage

AI-generated procedure drafts are now included in enhanced procedure recommendations for Copilot admins, offering up to three new drafts weekly based on common support issues and existing knowledge. These drafts can be reviewed, edited, and published directly from Admin Center to improve auto assist setup and efficiency. See Reviewing and publishing AI-generated procedures for auto assist.https://support.zendesk.com/hc/en-us/articles/10140127266330-Announcing-AI-generated-procedures-and-enhanced-recommendations

Group-level permissions for Copilot features have been introduced for enhance writing, similar tickets, and merge suggestions. This allows admins to assign AI feature access by group, improving control, security, and tailored usage. See Turning on the enhance writing generative AI feature, Turning on merging suggestions for tickets, and Turning on similar tickets.https://support.zendesk.com/hc/en-us/articles/10055450904346-Announcing-group-level-permissions-for-Copilot-features

Public help center articles and published procedures can now be inserted into existing procedures for auto assist. Inserting a help center article in a procedure emphasizes its importance to auto assist. Adding another procedure within a procedure allows you to link procedures together. See About help center content in procedures and Creating procedures for auto assist.

Objects and business rules

Custom object templates allow admins to quickly create common types of custom objects like Contracts, Orders, Products, Projects, and Subscriptions using pre-built schemas and relationships, simplifying setup and customization. See Custom object templates reference.https://support.zendesk.com/hc/en-us/articles/10139313627802-Announcing-templated-custom-objects

Custom object fields can now be required, meaning a value must be present when creating or updating that object's records. This ensures essential data is captured, improving data quality and consistency across records. See Defining a custom object's schema with custom fields.https://support.zendesk.com/hc/en-us/articles/9827764938138-Announcing-the-ability-to-make-fields-required-for-custom-objects

Action credits and usage monitoring have been introduced for action flows in Zendesk. With some exceptions, each executed action consumes an action credit. Currently, action credits aren't enforced and monitoring data is for informational purposes only. Starting April 15, 2026, plan-specific monthly and annual limits will be enforced. Additional credits can be purchased as needed. See Monitoring the usage of action credits

Enhancements to custom actions for auto assist and action flows add support for the following input data types: Boolean, date, datetime, and arrays of all supported data types for inputs. Additionally, accept headers are now supported in custom actions' API configurations. See Creating custom actions for auto assist and action flows.

Accounts and billing

Support admins can now self-manage their access to all product areas, while non-Support admins can manage access only in areas where they are admins. This change ensures consistent access control and reduces reliance on the account owner. See Setting roles and access in Zendesk Admin Center.https://support.zendesk.com/hc/en-us/articles/10143270873114-Announcing-enhanced-admin-capabilities-to-self-manage-product-access

A Zendesk Suite + Copilot bundle is available for purchase with Suite Professional and above plans. This bundle includes both Zendesk Suite and the Zendesk Copilot add-on at a discounted price. See About Zendesk add-ons.

People

CSV Export is a new granular permission for Enterprise custom roles that allows admins to restrict agents in custom roles from exporting CSV files, enhancing data security. See Creating custom roles and assigning agents.https://support.zendesk.com/hc/en-us/articles/10021442267546-Announcing-a-new-custom-role-permission-to-restrict-CSV-exports

Messaging

Redesigned messaging notifications include a revamped notification tray in the ticket interface, transforming it into a centralized event center with filters, chronological order, read status indicators, and aggregated updates. This new UI enhances agent awareness of conversation updates. See Using the notifications list to manage conversations. https://support.zendesk.com/hc/en-us/articles/9615994942234-Announcing-redesigned-messaging-notifications

Messaging triggers are now supported across all Zendesk-supported social channels, including WhatsApp, Facebook Messenger, and Instagram DMs. This allows triggers to evaluate messages and perform actions based on configured conditions for these channels. See Creating messaging triggers.https://support.zendesk.com/hc/en-us/articles/10212470353562-Announcing-social-channel-support-in-messaging-triggers

Voice

The voicemail transcription model has been upgraded to provide faster transcriptions within 15 seconds, support 35 languages, and integrate with Zendesk Copilot for enhanced ticket routing and analysis. Transcripts are now added as internal system notes, with a new pricing of $0.01 per minute, and data processing is available in the US and EU regions. See Turn on voicemail transcription for a phone line.https://support.zendesk.com/hc/en-us/articles/10162920696090-Announcing-improved-voicemail-transcription-for-Zendesk-Voice

Contact Center

Real-time AI suggestions in Contact Center with Copilot gives call center agents assistance during live phone calls. The feature transcribes calls in real-time, uses the transcript to understand call intent, and searches help center articles to provide relevant suggestions, helping agents resolve issues faster and more accurately. This feature requires the Copilot add-on, call recording, and real-time transcription, and is available only on Zendesk infrastructure. See Using real-time AI suggestions in Contact Center.https://support.zendesk.com/hc/en-us/articles/10143989745562-Announcing-real-time-AI-suggestions-in-Contact-Center-with-Copilot

Analytics

Explore light agent permissions have been expanded for Enterprise plans. Light agents can now be granted permissions to manage reports and dashboards or have their Explore access removed entirely, providing admins greater control and flexibility. See Giving users access to Explore.https://support.zendesk.com/hc/en-us/articles/10167720528282-Announcing-expanded-Explore-permissions-for-light-agents

Brand-based permissions and expanded dashboard restrictions allow admins to control analytics data access by brand, enabling agents to see only their brand's data. Dashboard restrictions now support more dynamic attributes and increased limits, enhancing data governance and scaling dashboard access safely. See Giving users access to Explore.

Full edit access to legacy custom dashboards has been extended through December 31, 2026, and legacy prebuilt dashboards will be retired on February 18, 2026, as we continue the transition to the new analytics dashboard builder.

Security

Admins can require authentication specifically for files uploaded by end users. The private end-user attachments setting helps prevent unauthorized access to customer-provided files, while still allowing customers to easily access files sent by your agents. See Allowing end users to attach files to tickets.

Workforce management

Zendesk WFM agent team schedule now allows agents with permissions to view their colleagues' published schedules within their scope via a new tab in the Agent schedule. Admins can turn this feature on by assigning the new Team schedule permission in WFM roles and permissions. See Viewing and managing your schedule as an agent.https://support.zendesk.com/hc/en-us/articles/9823329749530-Announcing-Zendesk-WFM-agent-team-schedule

Developers

The Bookmarks API now excludes archived tickets to improve performance and ensure consistency across the platform. This change speeds up view loading times and aligns the API with Zendesk's ticket archiving practices. No action is needed unless your application expects archived tickets from this API. See Archived tickets.

Notable content

A new tutorial shows you how to use AI to edit articles in your help center to improve their clarity and readability. See Editing help center articles with the Zendesk and OpenAI APIs.