What's new in Zendesk: April 2026

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Check out what's new in the last month:

Support

AI agents

Copilot

Agent Workspace

Objects and business rules

People

Knowledge

Messaging

Security

Analytics

Employee services

Workforce management

Developers

Notable content

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Support

Omnichannel routing can now route ended calls as email tickets. You can use the Set routing channel ticket trigger action to change the routing channel for completed calls to email. Additionally, a Routing channel ticket trigger condition makes it possible to act on tickets based on their routing channel rather than just the channel it is originally received through. See Ticket trigger conditions and actions reference.

AI translation support for outgoing messages on all async ticket channels, including email, web form, and API. A consolidated translation engine is used for both incoming and outgoing messages on async ticket conversation channels. See Understanding conversation translation.

AI agents

(Advanced) Client admins can now delete advanced AI agents themselves. This gives you more control over your AI agent environment and reduces the need to contact Zendesk customer support. See Deleting an AI agent.

https://support.zendesk.com/hc/en-us/articles/10458744676890-Announcing-the-ability-to-delete-advanced-AI-agents

https://support.zendesk.com/hc/en-us/articles/10335440482970-Announcing-improved-quality-and-consistency-for-generative-search-and-quick-answers

(Advanced) Client admins can configure a specific user to be used as the sender of any AI agent email responses. This change affects only the user shown in the ticket view in Agent Workspace. Customers still receive emails from the configured brand name and support address. See Configuring the sender of advanced AI agent email responses.

(Advanced) A new Conversation journey tab in the reporting dashboard visualizes the conversation flows between customers and your advanced AI agents. This helps you improve knowledge to reduce escalations, reduce steps required to deflect issues, replicate successful conversation paths, and report on use cases with the highest automation success. See Conversation journey tab.https://support.zendesk.com/hc/en-us/articles/10468587676442-Announcing-a-new-Conversation-journey-tab-in-the-reporting-dashboard-for-advanced-AI-agents

(Advanced) Going forward, newly created users with the Admin role for Support will have the Client admin role for AI agents by default. This eliminates manual work required by account owners to set up AI agent access for team members. See Managing access to the AI agents - Advanced add-on.

Copilot

Copilot offers AI-based recommendations for omnichannel routing configurations. There are 21 routing recommendation types in Admin Center, covering all aspects of omnichannel routing setup and advanced optimizations. Admins can filter recommendations by type for easier access. See Optimizing workflows, tasks, and routing with AI recommendations.

Group-level permissions are available for the Copilot ticket summarization feature. This lets you assign permission to this feature by group, ensuring that the right people have the right tools at the right time. See Turning on and configuring AI-generated ticket summaries.

Objects and business rules

Brand-based filtering of custom object records and access rules make it possible to restrict user access based on brand association. This helps admins control agent access to custom data across multiple brands. See Filtering a lookup relationship field's options and Using access rules to restrict access by brand.

Version management now supports capacity rules for omnichannel routing. That means capacity rules can be replicated, inspected, saved in snapshots, compared, and deployed across Zendesk environments. See Inspecting sandbox and production account configurations.

People

A new custom role permission on Enterprise allows agents to manage other team members, with options to view only or to create, edit, delete, or reassign team members. These permissions enable team management delegation without admin roles. See Permissions that agents in custom roles can have.

https://support.zendesk.com/hc/en-us/articles/5973478348186-Announcing-new-agent-permissions-to-manage-other-team-membeZendesk now checks for expired passwords before prompting for two-factor authentication (2FA), enhancing security and simplifying the user experience. Users must update expired passwords before completing 2FA during sign-in. See Announcing a new sign-in flow that checks expired passwords before two-factor authentication. https://support.zendesk.com/hc/en-us/articles/10435202907802-Announcing-a-new-sign-in-flow-that-checks-expired-passwords-before-two-factor-authentication

Knowledge

Select knowledge features that were previously restricted to either the Copilot add-on or Enterprise plans are now available to all Suite and Knowledge plans.
Specifically, generative AI writing tools and AI translation for articles no longer require the Copilot add-on. Help center federated search, subsections in help center, and article multiplacement are no longer restricted to Enterprise plans

Generative search and quick answers have been updated to use the same retrieval-augmented generation (RAG) system as AI agents. This change improves the accuracy, consistency, and relevance of AI-generated responses across help center and Agent Workspace.

Messaging

End users can now end their own sessions in the messaging Web Widget. This feature enhances user control, reduces unnecessary follow-ups, and improves operational efficiency. It is turned off by default, but admins can turn it on. See Allowing end users to end messaging sessions.https://support.zendesk.com/hc/en-us/articles/10408069561626-Announcing-the-ability-for-end-users-to-end-messaging-sessions

The "Generated by AI" disclosure redesign in the messaging Web Widget reduces visual clutter by moving the AI disclosure from a per-message footer to a single label on the AI agent name per group of messages. This update keeps disclosures clear and compliant without distracting from the conversation. https://support.zendesk.com/hc/en-us/articles/10458073496090-Announcing-the-Generated-by-AI-disclosure-redesign-in-Web-Widget

The names of agents who end messaging sessions are now captured and displayed in the ticket event log. This update improves accountability, quality assurance, and investigation of session-ending behavior. See End session capability.https://support.zendesk.com/hc/en-us/articles/10470375231642-Announcement-Update-to-the-End-session-feature-for-messaging-conversations

Security

All accounts can optionally enforce a maximum session duration for team members, which means that, regardless of activity, users will be forced to sign out after a specified period of time. See Setting session timeout for users.

Analytics

The real time monitoring dashboards have new reports, filters, and visualizations, including SLA status tabs for standard and custom queues, brand and group views, percentile visualizations, a ticket progress queue filter, and the ability to display inactive values in filters. See About real time monitoring dashboards.

The AI agents - essential tab has been added to the Zendesk AI: AI agents analytics dashboard, providing key metrics on conversations, escalations, customer satisfaction, and content references to help optimize AI support performance. See Analyzing activity for AI agents - Essential.https://support.zendesk.com/hc/en-us/articles/10369700284826-Announcing-new-features-for-real-time-monitoring-dashboards

Employee Services

Task lists are generally available. Defined by admins for common types of tickets, agents can add task lists to their tickets to help ensure they take all of the necessary actions to solve the request. See Creating task lists to help agents solve tickets.

Organizing your services into categories in your service catalog makes it easier for employees to find and request the services they need, while also simplifying the admin experience of managing the services in the service catalog. See Creating and managing categories for your service catalog.

The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.

Admins can decide whether to allow end users to approve approval requests. This provides more control over approval workflows by limiting approvers to agents or groups if desired. See Turning on and configuring approval requests.

The Okta and Microsoft Entra connectors for action builder are designed to automate critical identity and access management tasks across the employee lifecycle and streamline employee service and IT service management workflows. See Using Okta actions in action flows and Using Microsoft Entra ID actions in action flows.

Workforce management

Improved time off reporting and management in Workforce Management (WFM). Full-day time off now maps to scheduled shifts instead of a flat 24-hour block. Additionally, a new billable hours metric reflects paid time off minus unpaid portions. Time off is aligned with agents' assigned location time zones, improving accuracy and consistency in reporting. See Managing agents' time off requests and Requesting time off.https://support.zendesk.com/hc/en-us/articles/10344930142746-Announcing-improved-time-off-reporting-and-management-in-WFM

Combined workstreams in Zendesk Workforce Management (WFM) allow merging multiple workstreams into one for scheduling. Admins can schedule agents across combined workstreams, such as Voice and Tickets, simultaneously. This optimizes resource allocation, improves multitasking support, and enhances adherence tracking. See Creating combined workstreams.

https://support.zendesk.com/hc/en-us/articles/10379843022234-Announcing-the-ability-to-create-combined-workstreams-in-WFM

Developers

The Custom Queues API provides detailed, channel-specific queue metrics across email, messaging, and voice channels, enabling rich, customized reporting and operational optimization. It offers metrics like acceptance rate, queue size, traffic counts, and wait times, with flexible filtering and 90-day historical data access. See Queue Events API documentation.

The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.

Notable content

Use the Agent Home Solutions Guide to get the most out of Agent Home. When configured properly, Agent Home enables you to leverage your agents' visibility into their own work assignments. With your agents and AI managing the front-line assignments, it frees you up to have a broader, high-level overview of how Zendesk is working for you. See Agent Home Solutions Guide to optimize ticket workflow.