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Zendesk Release Notes
Weekly product updates from Zendesk, structured for quick scanning.
Release notes through 01 May 2026
View on Zendesk →
Admin Center
new
- As previously announced, starting April 30, 2026, default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.
AI agents - Advanced
new
- Voice AI agents now support multiple languages for all EAP participants. You can add a new language, configure a locale, and start building multilingual experiences.
- Improved how the agent handles digit verification prompts. The AI now focuses on validating collected numbers against requirements rather than “counting” digits, resulting in more reliable verification flows.
- Improved turn-detection capabilities, allowing the AI to better identify when a user has finished speaking. This reduces interruptions, improves pause handling, and enhances transcription accuracy.
AI Agents and Knowledge
new
- Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. See Viewing the automation potential report .
(Viewing the automation potential report)
Copilot
new
- Starting May 05, we're introducing capped usage of the Copilot AI ticket summary feature for Suite, Support, and Employee Service Professional plans and above at no additional cost. This feature instantly transforms long, complex ticket histories into clear, actionable overviews. See Turning on and configuring AI-generated ticket summaries .
(Turning on and configuring AI-generated ticket summaries)
Previous weeks
The Verify anonymous requests setting is now captured in the… · Agents now have greater flexibility when managing disruptive…
Auto assist now reacts to agent comments as long as the agen… · You can now set visibility for showing users a list of sugge… · Answer length settings for generative replies are now respec…
· +1 more
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
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