Zendesk is rolling out AI-powered translation for both incoming and outgoing messages across all asynchronous ticket channels—including email, web forms, and API—starting in March 2026, with admins needing to enable the feature via Ticket settings in Admin Center under "Additionally, translate Async channels with AWS Nova Micro." Agents will see a Translate button in the ticket header, allowing them to preview and send translated messages whilst the system stores translation events in ticket logs and persists agent translation preferences across ticket reopenings, though admins should be aware of current limitations including potential data loss in rich text formatting and exclusion of messages containing personally identifiable information.
Announced on GA rollout starts GA rollout ends October 20, 2025 Week of March 16, 2026 April 6, 2026 Zendesk is announcing improvements and updates to ticket translation in the Zendesk Agent Workspace. We’re adding AI translation support for outgoing messages on all async ticket conversation channel
Hey folks, I’m building a Slack bot that creates tickets in Zendesk via forms, and I’ve hit a bit of a scaling challenge around field mappings. We have multiple Zendesk forms, each with different fields (some mandatory, some optional). In Slack, the bot presents users with form options and then coll
CTO Conversations: Adrian McDermott at Zendesk Permira