Zendesk Release Notes

Admin Center

• API tokens are being removed as a method for authenticating API requests by April 30, 2027. (API tokens are being removed)
• OAuth access token expiration enforcement starts on June 30, 2026, and completes by April 1, 2027. (OAuth access token expiration enforcement)
• Low, Medium, and High password levels will be removed starting August 17, 2026. (Low, Medium, and High password levels will be removed)

• OAuth access tokens can now have a length of up to 184 characters.

AI agents

• We've significantly expanded the voice configuration capabilities of Voice AI Agents. You can now choose between multilingual male and female voices, and configure voice overrides for specific locales and accents using higher-fidelity voice models. This makes it easier to create localized experiences while maintaining a consistent global voice strategy. For example, a single AI agent can use one voice for English (US), another for English (UK), and a different voice for French or German customers. The new voice models also deliver more natural, human-like speech quality, helping create smoother and more engaging customer conversations.
• Added a new Hangup action that can be used within voice flows and procedures. When triggered, the action cleanly concludes the conversation and ends the call.
• [Rolled out an upgraded voice cancellation model across all conversations by default. This improves audio quality, transcription quality, and overall conversational naturalness while reducing confusion during interactions.
• Added pronoun handling examples for previously unsupported locales, improving response quality and language consistency in those languages.
• An agent can now validate the length of numeric or alphanumeric inputs (such as order IDs or driver's license numbers) using a dedicated tool, improving reliability in verification and data collection flows.

Knowledge

• AI agents and generative search can now use PDF content to leverage that knowledge when responding to customers. (can now use PDF content)
• You can now connect Box as an external knowledge source to your Zendesk account to make the content available wherever external content is used. (connect Box)

• Fixed an issue where article body content returned by the Help Center API contained Unicode escapes (\u003E, \u003C) instead of the original < and > HTML tags.
• Fixed an issue where the 'Visible to' field would clear without warning when changing the default language while creating an article, silently preventing the article from being saved.
• Knowledge gap identification was refined to not consider auto assist procedures as a source when checking if a topic is covered by existing knowledge.
• The 'View automation potential' button is available in Admin Center > AI Agents for accounts with automation potential disabled. This allows those accounts to enable the feature if they so desire.
• Custom agents can now be invoked from AI agents through action flows without the request instantly timing out.