Rachita Sundar's appointment as Chief Financial Officer signals Zendesk's continued focus on financial discipline and operational maturity as the company navigates a competitive landscape dominated by...
Zendesk experienced two distinct but operationally significant incidents within 24 hours in mid-September 2026. The first, affecting Support customers across multiple pods on September 16, rendered cu...
Zendesk has released brand filtering for its mobile SDKs on iOS and Android, enabling end users to view only conversations associated with their current brand context. The feature addresses a genuine ...
Zendesk has closed a critical feature gap in its email AI agents by introducing configurable Knowledge and Welcome replies, bringing email automation to functional parity with its messaging channel ca...
Announced on Rollout on October 1, 2026 October 1, 2026 We’re excited to announce outbound queue selection in Zendesk Contact Center. This feature gives agents more flexibility when making outbound ca...
Announced on Rollout on September 30, 2026 September 30, 2026 We’re happy to announce that you can now view WhatsApp usernames in the Agent Workspace.This article includes the following sections: What...
Announced on Rollout starts Rollout ends October 7, 2026 October 7, 2026 October 12, 2026 Admins can now test procedures for auto assist directly in the procedure editor in Knowledge before publishing...
Announced on Rollout starts Rollout ends October 2, 2026 November 3, 2026 December 1, 2026 Zendesk is excited to announce the general availability of employee service AI agents, which are purpose-buil...
Microsoft Teams notifications for AI-powered Insights represent Zendesk's incremental expansion of its real-time monitoring capabilities to accommodate teams already embedded in the Microsoft ecosyste...
Announced on Rollout starts Rollout ends September 30, 2026 September 30, 2026 October 21, 2026 We’re introducing simplified schedule imports in Zendesk Workforce Management (WFM), a faster way to upl...
Announced on Rollout starts Rollout ends October 8, 2026 January 18, 2027 February 17, 2027 On January 18, 2027, Zendesk will start enforcing a data retention policy for Workforce Management (WFM).Thi...
Announced on Rollout starts Rollout ends October 5, 2026 October 5, 2026 October 9, 2026 Zendesk is excited to announce a new native action in action builder that allows admins to retrieve ticket comm...
See the What's New section for an overview of last month's releases.This week's release notes include: AI Agents Knowledge Contact Center Voice Zendesk QA Apps and integrations Products with no update...
Zendesk has introduced automated data syncs from Jamf Pro and Microsoft Intune into its asset management platform, replacing the previous reliance on manual bulk imports and custom integrations. The n...
Announced on Rollout starts Rollout ends September 28, 2026 September 28, 2026 October 9, 2026 Zendesk is excited to announce that we’re extending custom roles and department spaces to customers on th...
Announced on Rollout starts Rollout ends October 5, 2026 October 5, 2026 October 13, 2026 Zendesk is excited to announce the ability to assign a single approval request to multiple approvers simultane...
Announced on Rollout starts Rollout ends September 24, 2026 September 24, 2026 September 25, 2026 Zendesk is pleased to introduce customizable columns and advanced filtering for the IT assets list in...
Announced on Rollout on September 29, 2026 September 29, 2026 We are thrilled to announce that the messaging Web Widget and mobile SDKs now officially support all languages supported by the Web Widget...
Zendesk's September 2026 product rollout substantially expands action flows' capability to handle temporal and stateful processes that previously required fragmented workarounds or external orchestrat...
Announced on Rollout starts Rollout ends September 30, 2026 September 30, 2026 October 6, 2026 In the dialogue builder, the new Ask for details block allows AI agents to collect structured information...
Zendesk will perform scheduled database maintenance between October 13 and Oct 20, 2026 as part of a critical version upgrade to the “AWS Aurora” software. This will affect database clusters in all Ze...
See the What's New section for an overview of last month's releases.This week's release notes include: Admin Center AI Agents Copilot Contact Center Zendesk QA Apps and integrations Products with no u...
Announced on Rollout starts Rollout ends October 5, 2026 October 5, 2026 October 19, 2026 Zendesk is introducing subticket creation and ticket linking for task lists. This capability establishes a cle...
Zendesk has introduced embedded templates for email AI agents, enabling administrators to inject scripted, deterministic logic into agentic workflows. Previously, once an email AI agent entered its ge...