Zendesk Release Notes

Knowledge and AI agents

new

• Admins in the Knowledge Copilot EAP can now manage the "Automatically generate procedures" setting in Admin Center > AI > Knowledge, rather than from the procedures list.
• T he banner announcing AI-generated procedures is now pinned to the top of the procedures list and can be dismissed. The in-page toggle is replaced with a link to Admin Center AI knowledge settings.

fixed

• Fixed an issue where article recommendations were generated using the account locale instead of the brand's Help Center locale.

new

• Unprocessed messages are now flagged in the conversation logs. Users can now see which end- user messages the AI agent ignored while executing a previous process.
• Agentic email: Emails with multiple procedure requests, or a knowledge question and a procedure request, can now be handled together within the same email, rather than being escalated to a human agent.

fixed

• Fixed an issue where tags older than 60 days didn't appear in autocomplete when building a user segment, so admins can now select from any of their account's tags, not just recently used ones.

new

• Renamed "Content freshness" to "Content coverage" on article-update recommendations in Copilot. This aligns the subtitle copy with the "Create an article" recommendation.
• The animate accordion toggle provides a smooth panel transition using::details-content + intrinsic-size interpolation as a progressive CSS enhancement; unsupported browsers keep the native toggle.

fixed

• Article translations now automatically expand referenced content blocks before processing
• Changes made to an article title are preserved instead of reverting to the previous version.
• Fix callout spacing and icon resizing. The grid gap was leaking between content rows, and the icon wasn't respecting the configured size

Contact Center

new

• Contact Center now supports agents running Zendesk in multiple browser tabs. A call rings on all open tabs, but Zendesk creates only one ticket.
• Agent first callbacks let customers leave the queue without losing their place; the system rings the agent first, then automatically dials the customer.
• Agents can now accept or decline incoming calls directly from the browser notification, without switching back to the Zendesk tab, so they can keep working in other applications and still answer calls promptly. Notifications need to be enabled in the browser and in agent settings. See Configuring browser notifications . (Configuring browser notifications)

fixed

• Fixed an issue where pressing the pause or play media keys would trigger the ringtone, causing agents to hear it even if they were actively on a call.

Mobile SDKs

new

• Minimum API level is now 24 (Android 7.0). Applications integrating the SDK must target Android 7.0 or higher.
• Removed the deprecated Messaging module. The Messaging module public APIs, deprecated since 2.0.0 , have been removed. Use the Zendesk module public APIs instead. (2.0.0)
• Additional language support: Added support for Estonian, Croatian, Icelandic, Kurdish, Lithuanian, Latvian, Slovenian, Albanian, Serbian, and Urdu.
• Reduced permissions: Removed the READ_EXTERNAL_STORAGE permission requirement from the SDK.
• Image loading performance: The SDK reuses the same image loader instance across recompositions and in both XML and Compose components, reducing unnecessary image reloads.
• Coil updated to 3.4.0
• Retrofit updated to 3.0
• OkHttp BOM updated to 5.4.0
• Jetpack Compose Bill of Materials (BOM) updated to 2026.08.00
• Firebase BOM updated to 34.17.0

Apps and integrations

new

• Aktie Send (Support) Sends approved WhatsApp template messages from the ticket sidebar, threads replies back to the ticket, and provides compliance controls and delivery tracking. (Aktie Send)
• Public Comment Alert (Support) (paid) Displays a confirmation modal before sending public replies, helping agents review recipients and comments before updating a ticket. (Public Comment Alert)
• Article Import & Export (Support) (paid) Imports and exports multiple Guide articles using CSV files, supporting bulk creation, editing, sorting, and overwriting by article ID. (Article Import & Export)
• Macro Import & Export (Support) (paid) Imports and exports multiple Zendesk macros in CSV format, including bulk creation and modification using macro IDs. (Macro Import & Export)
• All View Display (Support) (paid) Removes the standard limit on displayed views and organizes shared, personal, and group views into switchable tabs. (All View Display)
• Batch Email Sender (Support) (paid) Builds user lists and sends bulk email by generating tickets, with a workflow for selecting recipients, senders, and responsible agents. (Batch Email Sender)
• URL Opener (Support) (paid) Adds up to two configurable URL buttons to the ticket window, using ticket and customer information as URL variables. (URL Opener)
• Atlas 2026 Edition (Theme) A polished, product-oriented Guide theme designed for B2B SaaS, developer tools, fintech, and documentation-heavy organizations. (Atlas 2026 Edition)
• Primer (Theme) An education-focused Guide theme with persistent sidebar navigation for organizing admissions, courses, tuition, and campus services. (Primer)
• Aisle (Theme) A retail-focused Guide theme that keeps orders, tracking, returns, payments, sizing, and gift cards easy to navigate. (Aisle)
• Reel (Theme) A media and subscription-focused Guide theme for organizing streaming, devices, plans, billing, and account access content. (Reel)
• Anvil (Theme) An industrial support theme emphasizing high-contrast navigation, readable reference codes, procedures, safety, maintenance, and technical specifications. (Anvil)
• Pulse (Theme) A healthcare-oriented theme for organizing appointments, records, billing, prescriptions, privacy, and account access. (Pulse)
• Capitol (Theme) A government-focused Guide theme for organizing permits, licensing, utilities, billing, records, and public-service requests. (Capitol)
• Route (Theme) A transit-inspired, high-contrast Guide theme with clear hierarchy and short reading paths. (Route)
• DeveloperHub Docs (Support) DeveloperHub is a documentation platform that helps software companies write, publish, and maintain product documentation, API references, developer guides, and knowledge bases from one place. DeveloperHub Docs brings that same published documentation into Zendesk Support, so agents can answer tickets with the exact page a customer needs. (DeveloperHub Docs)
• AI Ticket Tagger (Support) AI Ticket Tagger reads the subject and description of the ticket you have open and suggests the most relevant tags from your own custom tag categories, right in the ticket sidebar. (AI Ticket Tagger)
• Kai (Support) Kai connects Kai’s AI platform with Zendesk so authorized users can create and route support tickets. (Kai)
• GetSupportClarity (Support) Converts Zendesk activity into operational dashboards, leadership scorecards, AI-assisted summaries, drilldowns, exports, and synchronization-health reviews. (GetSupportClarity)
• Zendesk Migration (Support) Provides guided, secure, self-service migration of supported Freshdesk data and ticket history into Zendesk. (Zendesk Migration)
• LaunchBrightly (Support) LaunchBrightly eliminates the manual effort of keeping product screenshots up to date in your Zendesk Help Center. LaunchBrightly automates product screenshots by capturing authenticated application views, applying styling and annotations, and generating variants for different devices, themes, and languages. (LaunchBrightly)
• Ticket Search & Export (Support) (paid) Searches tickets using keywords, custom fields, and advanced filters, then exports ticket data and comments to CSV. (Ticket Search & Export)
• User Search & Export (Support) (paid) Searches users by keywords, profile information, or tags, lets agents customize result columns, and exports results as CSV. (User Search & Export)
• Snipzilla Templates (Support) (paid) Provides reusable canned responses with smart tokens, prompts, folders, suggestions, macro import/export, and usage analytics. (Snipzilla Templates)
• Ticket Printer (Support) Ticket Printer gives Zendesk Support agents control over what appears in a printed ticket record. Choose ticket and custom fields, then include the first, latest, all, or individually selected comments. Filter the conversation by public replies, internal notes, or specific commenters. (Ticket Printer)