Zendesk's February 2026 update introduces significant enhancements across support operations, AI capabilities, and analytics, with key additions including customisable search result columns for improved agent workflows, a new accessible Side Panel ticket preview option, enhanced bulk action safety through timestamp tracking, and expanded AI agent functionality with dialogue search and API call review capabilities. Copilot features have been strengthened with intent quality recommendations, AI-generated procedure drafts, and group-level permissions for writing and merge features, whilst custom objects now support required fields and templated creation for common types like Contracts and Orders. Billing admins can instantly purchase the Copilot add-on, a Suite + Copilot bundle is available, and admins gain enhanced self-management of product access, alongside new granular CSV export restrictions for custom roles to strengthen data security.
Click Follow in the What's New section to be notified each month when the What's New is published.Check out what's new in the last month: Support Copilot AI agents Objects and business rules Accounts and billing Security People Employee services Analytics Knowledge Messaging Voice Contact Center Wor
Click Follow in the What's New section to be notified each month when the What's New is published.Check out what's new in the last month: Support AI agents Copilot Objects and business rules Accounts and billing People Messaging Voice Contact Center Analytics Security Workforce management Developers
Click Follow in the What's New section to be notified each month when the What's New is published. In case you missed it, here's a recap of what was new in Zendesk in 2025: Support Copilot AI agents - Essential AI agents - Advanced Admin Center Accounts and billing Security Objects and business rule