Announcing endpoint changes for the Ultimate Public API

Announced on | Rollout starts | Rollout ends
August 24, 2026 | August 24, 2026 | September 15, 2026

As part of our commitment to improving the stability and performance of our AI services, Zendesk is migrating Ultimate Public API services to the Zendesk Operating System (ZOS). This migration ensures a more unified experience and better integration with your existing Zendesk infrastructure.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is updating the endpoints for the Ultimate Public API. Effective immediately, you must update your API endpoints from the legacy Ultimate domain to your dedicated Zendesk subdomain.

Legacy URL structure: *.ultimate.ai

New URL structure: <yoursubdomain>.zendesk.com/ai-agents/api

These new endpoints are required for continued use of the Public API following the migration to the Zendesk Operating System.

Note: This change applies to Public API requests. It excludes default automatic webhooks, which Zendesk will migrate automatically. Custom webhooks may still require manual updates. See Webhook migration details below.

For more information, see AI Agents in our developer documentation.

Why is Zendesk making this change?

This update is a key preparation step for our broader platform migration to ZOS. By transitioning to Zendesk-hosted endpoints, we can deliver:

Seamless routing: Direct integration within your existing Zendesk infrastructure.

Minimal service disruption: Standardized routing through the Zendesk edge network layer.

Enhanced scalability and security: Improved overall system performance and protection for your AI agents.

Updating your endpoints ahead of time ensures that your custom integrations remain operational, reliable, and performant once the ZOS migration completes.

What do I need to do?

To avoid service interruptions, you must update your API configurations to point to the new Zendesk endpoints by September 15, 2026.

Identify all applications, scripts, and webhooks making requests to *.ultimate.ai.

Replace *.ultimate.ai with your account-specific Zendesk URL format: <yoursubdomain>.zendesk.com/ai-agents/

Test your endpoints in a sandbox or non-production environment prior to the deadline.

If these changes are not completed by September 15, 2026, you will be unable to use the Public API post-migration.

Webhook migration details

Zendesk will automatically migrate the default Ultimate automation webhook that was created during your bot setup. No action is required for this default webhook.

In Zendesk, this webhook is typically named Ultimate.ai Automation Webhook: <botId>

The webhook name can be changed, so the name alone may not always identify it. The default webhook is the one associated with the bot configuration created during setup.

Only the default webhook created as part of the bot setup is automatically migrated. Any other customer-created or custom-configured webhooks should be reviewed to ensure they use the appropriate new Zendesk URL structure.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.