Zendesk's introduction of Specialized AI Agents represents a direct response to the industry-wide shift toward agentic AI, positioning the platform to compete with Salesforce's Agentforce and Adobe's ...
Zendesk is sunsetting help center templating APIs v1, v2, and v3, consolidating its templating infrastructure into a single v4 standard by July 31, 2027. The migration occurs in phases: new accounts c...
Zendesk has rolled out two complementary updates to its Copilot auto assist procedures management: a search function within Knowledge admin and draft mode with version control. The search capability a...
Zendesk is discontinuing Incremental API access for third-party developers effective January 19, 2027, citing data security risks as AI-driven workflows scale across customer organisations. The restri...
Announced on Rollout on September 16, 2026 September 16, 2026 Zendesk is excited to announce a new Smartsheet connector for action flows. With this connector, teams can connect customer support workfl...
Zendesk Contact Center now enables agents to search for users directly within the outbound dialer by name or phone number, eliminating the friction of manually entering digits or maintaining separate ...
Announced on Rollout starts Rollout ends September 21, 2026 September 21, 2026 September 30, 2026 Zendesk is pleased to announce the ability to respond to approval requests with comments in Slack.This...
SummaryOn September 1, 2026, from 16:15 UTC to 18:26 UTC, Voice customers across fourteen US and EU pods experienced failures placing and receiving calls, along with degraded availability of call-rela...
Announced on Rollout starts Rollout ends September 25, 2026 September 25, 2026 October 2, 2026 We’re excited to announce the general availability of Helpjuice, WordPress, and ReadMe as knowledge sourc...
See the What's New section for an overview of what was released last month.This week's release notes include: AI Agents Knowledge Apps and integrations Products with no updates this week AI AgentsPubl...
Announced on Rollout on Semptember 14, 2026 Semptember 14, 2026 We're excited to announce a new self-serve export in Zendesk Workforce Management (WFM). It helps operations teams quickly identify whic...
Zendesk's scheduled migration of Pod 15 analytics data from US to Australian infrastructure between October 5-20, 2026 represents a deliberate trade-off between compliance and operational continuity. ...
Announced on Rollout on September 18, 2026 October 6, 2026 To improve accuracy and ensure Zendesk Quality Assurance's (QA) AI capabilities align with the highest regulatory standards, we are proactive...
Announced on Rollout starts Rollout ends September 15, 2026 October 19, 2026 November 18, 2026 Zendesk is updating its storage usage reporting to be more accurate to better serve our customers.This an...
Zendesk's September 2026 product updates reveal a deliberate shift toward reducing friction in agent and admin workflows through granular control and operational efficiency. The ticket tab closure fea...
See the What's New section for an overview of what was released last month.This week's release notes include: Knowledge and AI agents Voice Apps and integrations Products with no updates this week Kno...
Announced on Rollout starts Rollout ends September 22, 2026 September 22, 2026 September 22, 2026 We're excited to announce the availability of clone flow for action builder. Build faster by reusing e...
Announced on Rollout starts Rollout ends September 7, 2026 September 2, 2026 September 7, 2026 We're excited to release additional capabilities for the AI-powered insights in the real-time monitoring...
Zendesk is systematically deepening its action flows ecosystem by rolling out expanded connectors for BambooHR and Shopify alongside earlier Google Sheets enhancements. The BambooHR additions—seven ne...
Announced on Rollout starts Rollout ends September 7, 2026 September 7, 2026 September 21, 2026 We're excited to introduce WhatsApp re-engagement in the Agent Workspace and Admin Center. Agents can no...
Announced on Rollout starts Rollout ends September 21, 2026 November 3, 2026 November 5, 2026 We're excited to announce enhancements to AI agent tickets that improve integration with your existing wor...
A front-end deployment error on August 19, 2026 disabled third-party app functionality across multiple Zendesk pods for approximately 102 minutes, causing 503 errors and timeouts for affected customer...
Zendesk has expanded Action Builder's scheduling and data retrieval capabilities with two complementary enhancements: hourly workflow scheduling and the ability to search custom object records within ...
Zendesk has moved voice AI agents into general availability, enabling native end-to-end automation across phone channels with multilingual support and seamless escalation to human agents. The rollout ...