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Zendesk Release Notes
Weekly product updates from Zendesk, structured for quick scanning.
Release notes through 17 Apr 2026
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Copilot
new
- Auto assist now reacts to agent comments as long as the agent is a requester, and it treats them as end-users. This opens up employee service and other use cases in which both the requester and the assignee are agents.
AI Agents and Knowledge
new
- You can now set visibility for showing users a list of suggested articles in the new request form. Setting visibility for suggested articles in the request form.
(set visibility)
fixed
- Answer length settings for generative replies are now respected in the agent responses.
Messaging and live chat
new
- Voluntary (self-serve) migration in messaging is now GA. The migration wizard adapts to each account's history to ensure data integrity: For first-time migrations, users see a step-by-step walkthrough of the transition. Legacy Reverts: For accounts that migrated previously and then reverted, successful settings are preserved, and friction points from the previous attempt are resolved. Customers pick up where they left off. Read more .
(Read more)
Previous weeks
If auto assist uses similar tickets to generate a suggestion… · Agent edits of auto assist's reply suggestions, as well as r… · On the Intent page, it's now possible to see key metrics abo…
· +17 more
Existing Zendesk accounts (including trial accounts) can now… · We're enhancing the protections across our registration and… · Anonymous end users submitting requests through the help cen…
· +11 more
Verification for anonymous help center requests has been rol… · On March 26, 2026, Zendesk updated the sign-in flow to check… · Intelligent triage: Repaired new intent recommendations
· +1 more
The sign-in flow will check for expired passwords before two… · Starting March 19, 2026, to better protect our customers, Ze… · The Admin Copilot EAP is a proactive AI assistant designed t…
· +2 more
Improved the intent model accuracy for messaging channels. · The new Essential tab in the Zendesk AI: AI agents dashboard… · Change from prompt library to prompt templates
· +2 more
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