Zendesk Release Notes

Admin Center

• There's a new setting for OAuth clients that allows admins to enroll their local OAuth clients to have their token get the default expiration applied. This means customers can take action themselves on their own schedule, ahead of the planned enforced expiration . There'll be a checkbox at the bottom of the Edit page for turning expiration on ( Apps and integrations > APIs > OAuth clients > Edit OAuth client ). Once turned on, it can't be turned off. For OAuth clients created after April 30, 2026, the checkbox will be disabled as these clients already have expirations set by default. (ahead of the planned enforced expiration)

• Audit log events for external OAuth clients now include the client name in the Activity column.

AI agents

• Additional context for procedures. You can now add natural-language context to a generative procedure to give your AI agent behind-the-scenes guidance on how to execute it, such as steering tone, supplying domain knowledge, setting validation rules, or handling edge cases. Context can be added at the procedure, step, or block level, with broader context automatically applying to more specific levels. Available for messaging AI agents. See Adding context to a generative procedure for an AI agent . (Adding context to a generative procedure for an AI agent)
• New RAG agent . We've rolled out a new version of the RAG Agent's question-answering capability in the messaging channel, using a new architecture that dramatically improves safety and accuracy.
• Voice: tags for tickets . Voice AI agents can now add tags to a ticket with a call. This is important because tags drive routing, reporting, and automations. This lets customers trigger those workflows directly from voice conversations. Just enter one or more tags in the action's tags field, and they'll be applied to the ticket.

Copilot

• Starting June 11, 2026, we're launching updates for Copilot intelligent triage that lower the effort to get started, improve over time, and expand across Zendesk. From guided onboarding to smarter topic suggestions, this release builds on our recent announcement, moving from "intents" to "topics," and continues our core vision: giving your team the foundation to automate more tickets, power smarter workflows, and scale your support operations with confidence. See Intelligent triage that's easier to start, scale, and manage . (recent announcement, moving from "intents" to "topics,") (Intelligent triage that's easier to start, scale, and manage)

Knowledge

• Introduction of Google Drive Connector for External Knowledge Sources . Starting June 11, 2026, Knowledge admins can connect shared Google Drives to Zendesk as an external knowledge source. Content will automatically sync every 24 hours (or manually on demand), allowing organizations to leverage their existing Google Docs and Sheets across multiple Zendesk knowledge experiences without manual content duplication. See Connecting Google Drive as an external knowledge source . (Connecting Google Drive as an external knowledge source)
• Introduction of Zendesk Connector for external content. Starting June 9, 2026, customers can connect a second Zendesk account or sandbox to their primary account. All published Help Center articles from the connected brand will be ingested as external content in the destination account. Rollout will begin on June 9 and will be completed on June 19, 2026. See Connecting Zendesk as an external knowledge source . (Connecting Zendesk as an external knowledge source)
• Editable Procedures. Starting 11 June 2026, customers can edit a generative procedure directly in the visual canvas instead of regenerating it. Select any block to update its prompts, messages, conditions, actions, or integrations, switch block types (for example, convert a Link to block into an Escalate to block), and reset or restore changes at any time. Edited blocks are highlighted so you can see what changed. You can edit existing blocks, but cannot yet add, reorder, or delete them. Available across all channels. See Managing generative procedures for AI agents . (Managing generative procedures for AI agents)