Zendesk Release Notes

Admin Center

• The audit log events for creating and deleting OAuth tokens now show the OAuth client name in the Activity column

AI Agents

• Agentic email As of September 16, 2026, all agentic email customers have access to new functionality for creating and using embedded templates in generative procedures, providing parity with the messaging channel.
• Web crawler Web crawler locale-handling updates are rolling out to better align crawled content with the locales configured for each help center. The rollout includes improved locale-filtering behavior and updated product guidance. See Understanding web crawler locales . The rollout is ongoing. (Understanding web crawler locales)

• Agentic Email Now completes the reply as expected when the AI agent's procedure finishes successfully. Email turns that were failing to process now complete successfully.
• Web Crawler More reliable sitemap crawling . Fixed an issue that could prevent sitemap URLs from being discovered and crawled successfully. Web Crawler now handles sitemap depth separately from page-crawl depth, improving support for nested sitemaps. Improved URL filtering . Web Crawler now filters start URLs marked as no-follow before fetching them. This reduces unnecessary requests and helps prevent unintended crawling. Clearer crawler setup guidance . Improved the crawler creation experience with clearer start-URL labels and format guidance. Also fixed an untranslated example URL in localized crawler setup flows. Improved error handling . Improved handling of product-limit connection errors so API clients receive more accurate error responses.

Copilot

• Similar tickets show agents past tickets that resemble the one they're working on, so they can apply proven solutions instead of starting from scratch. By reusing what already worked for that scenario, your agents can reduce average handling time and deliver faster, more consistent answers to customers. See Turning on similar tickets . (Turning on similar tickets)

Contact Center

• Upgraded Streams to 2.29.1 and ChatJS to 5.1.1 for improved stability across chat and voice calls.

• Improved onboarding for accounts using OAuth by enabling users to set the userId configuration field.
• Fixed an issue where pressing Enter in the external search field caused the app to reload.

Zendesk QA

• On September 21, 2026, we're updating the AI model for QA custom prompt evaluations. Review your prompts after this date to ensure outputs meet your expectations.
• Restricted visibility of AutoQA score for Agents inside Zendesk QA
• Zendesk QA HUB for easy QA set up and onboarding

Apps and integrations

• ZenTennis (Support) ZenTennis gives support agents a playful break inside the Zendesk ticket sidebar. Agents play a first-to-five botanical rally, with configurable difficulty and keyboard, pointer, or on-screen controls. Administrators can optionally track completed results in the ticket. (ZenTennis)
• Ticket Nibbler (Support) Ticket Nibbler is a compact arcade-style break game in the ticket sidebar. Agents guide a growing worm around the board, eating plants while avoiding walls and its own body. It supports multiple control methods, configurable speed, and optional score tracking on tickets. (Ticket Nibbler)
• Refundid Returns and Exchanges (Support) Refundid lets support agents see a customer's recent Refundid returns and refunds directly on the ticket, including references, order information, status, resolution, items, tracking, and shipping-label details. Agents can also search by order number or email and link into the Refundid merchant dashboard. (Refundid Returns and Exchanges)
• VendorApp Admin (Support) VendorApp Admin embeds the VendorApp administration console inside Zendesk Support. It is designed for B2B2B and B2B2C support environments where vendors, partners, and customers need isolated branded portals while tickets, organizations, and users remain in Zendesk. The app provides in-Zendesk administration for portals, organizations, users, branding, and the Zendesk connection. (VendorApp Admin)
• GrowOn Note Taker (Support) GrowOn Note Taker lets agents create, edit, and delete ticket-specific working notes from the Zendesk sidebar without adding them to the ticket conversation. Notes remain associated with the ticket and retain creator and timestamp context. The app stores its note data in the customer's Zendesk account using Custom Objects. (GrowOn Note Taker)
• SOCRadar Alert Management (Support) SOCRadar Alert Management integrates SOCRadar's Extended Threat Intelligence platform with Zendesk Support. It can poll for new security alarms, create tickets automatically, display incidents in a dashboard, and let agents manage alarm status, severity, and comments from Zendesk. It supports multiple alarm categories including attack-surface, vulnerability, dark-web, brand-protection, fraud, threat-hunting, and supply-chain intelligence. (SOCRadar Alert Management)
• Refaire (Support) Refaire is an AI-powered remote visual support platform that helps customers troubleshoot issues with their phone camera before human support is needed. When escalation occurs, it creates a Zendesk ticket containing diagnostic context such as attempted fixes, outcomes, product information, photos, and video. Agents can continue the support interaction in Zendesk and escalate according to configurable rules. (Refaire)
• Data Custodian (Support) (paid) Data Custodian lets you search the whole account with exact counts, export tickets with comments to CSV, Excel or JSON, change or delete thousands of tickets with undo, redact personal data, answer access requests with a complete pack, forget a person, run retention rules after a dry run. Every action leaves evidence. (Data Custodian)
• Help Center Doctor (Support) (paid) Help Center Doctor is a Zendesk app that scans and repairs help center content entirely within the customer’s browser. It checks articles and translations for issues such as broken links, missing alt text, stale or duplicate content, empty sections, and outdated translations. Key features include bulk fixes, find-and-replace, article editing, document exports, templates, snippets, and a link map. Changes are previewed, backed up locally, and reversible. (Help Center Doctor)
• Help Center Article Templates (Support) (paid) Help Center Article Templates helps Zendesk teams create help center articles without starting from scratch. It provides built-in templates for formats such as how-to guides, FAQs, troubleshooting articles, release notes, policies, product overviews, and announcements, along with reusable content snippets. Users can create custom templates, use fill-in placeholders, select sections, labels, languages, and permissions, and generate unpublished drafts directly in Zendesk. Pro users also get shared team libraries, multilingual drafts, publishing checklists, and JSON import/export. (Help Center Article Templates)
• Help Center Print & Export (Support) (paid) Help Center Print & Export lets Zendesk users export any portion of their help center—individual articles, sections, categories, or the entire knowledge base—into professional documents without leaving Zendesk or using an external server. Users can filter and select content, choose a language, customize document formatting and branding, preview the results, and export them as PDFs, Word files, HTML, Markdown, ZIP folders, or CSV indexes. Export profiles and history make recurring documents and backups easy to repeat. (Help Center Print & Export)
• Help Center Find & Replace (Support) (paid) Help Center Find & Replace lets Zendesk teams search and replace text, links, images, and HTML across all help center articles and languages. It supports plain-text and regular-expression searches, detailed filters, previews, diffs, and per-translation approval. Before making changes, it creates downloadable snapshots, reports progress and errors, and allows users to undo completed runs or restore snapshots. Saved searches simplify recurring rebrands and cleanups. The app also respects Zendesk permissions, warns about content blocks, and manages API requests within rate limits. (Help Center Find & Replace)
• Help Center Link Checker (Support) Help Center Link Checker scans every article and language to identify broken or problematic links and images. It detects missing, archived, draft, restricted, or outdated internal links, broken anchors, old-domain links, HTTP links, and external URLs or images that fail validation. It checks external resources through Zendesk’s proxy, distinguishes confirmed failures from unverified results, and provides a link map showing which articles reference a given article. Findings include explanations and direct links to the article editor, while repeat scans only recheck changed content. (Help Center Link Checker)
• Proactive Outreach (Support) (paid) Proactive Outreach lets Zendesk Support teams send proactive messages to many customers by creating one ticket per recipient. It supports audiences built from users, organizations, matching tickets, or CSV files, with deduplication and extensive exclusions. Messages can use personalized placeholders, macros, previews, language variants, and customizable ticket settings. The app includes test tickets, opt-out handling, configurable delivery limits, pausing and resuming, retry support, and duplicate prevention. Campaign reports track delivery, failures, replies, and opt-outs, with ticket links and CSV export. Saved audiences, templates, and campaign history make recurring outreach easier. (Proactive Outreach)