The July 2026 Zendesk release introduces a range of enhancements designed to simplify customer service management, automate workflows, and provide teams with even better tools for their daily work. Here are the highlights.
Support
Compare custom roles
You can now compare multiple custom roles side by side in a permissions matrix, making it easier to identify differences and update role settings without opening each role individually.
Filter tickets by email address
Tickets can now be filtered using the requester's email address with the "Is" and "Is not" operators. Zendesk also validates email addresses to help prevent errors and improve ticket organization and routing.
AI-powered predictive routing
AI-powered predictive routing in omnichannel routing uses AI to assign messaging tickets to the agent most likely to resolve them quickly. To help measure its effectiveness, Zendesk also introduces the Agent Engagement Time metric.
New search side panel
Search now includes a side panel that brings together search tabs and saved searches in one place, creating a more unified search experience and laying the foundation for future search capabilities.
Play audio messages directly in Zendesk
Agents can now listen to audio messages attached to email comments directly in Zendesk without downloading the files first.
Accounts and billing
Pause your account
Customers with eligible digital subscriptions and limited ARR can temporarily pause their account for up to three months instead of cancelling their subscription.
AI agents
Forethought AI agents by Zendesk
Forethought AI agents by Zendesk is now available as an add-on, offering autonomous customer inquiry resolution, intent identification, task automation, agent assistance, insights, and quality review.
Edit AI-generated procedure maps
Whenever you create or edit a generative procedure, Zendesk automatically generates a procedure map. If you need to make targeted changes, you can now edit the map directly instead of relying on AI generation.
Restrict use cases to dialogues
Use cases can now be restricted to run only within dialogue flows. This ensures they are triggered only when appropriate and not during general AI-generated conversations.
Copilot
Updated terminology in Intelligent triage
Within Copilot, the "intent" classification has been renamed "topic". This is a terminology change only and does not affect functionality or workflows.
Guided onboarding
Intelligent triage now includes guided onboarding to help administrators get started and build workflows based on their most common customer trends.
Security
AI-generated descriptions in Access log
Access log now includes AI-generated explanations of individual log events, making complex log data easier to understand and helping support investigations.
Knowledge
More external knowledge sources
Zendesk now supports connecting Google Drive, an additional Zendesk account, Amazon S3, and Box as external knowledge sources.
Content from these sources can be used in Help Center search, generative search, AI agents, and Agent Workspace. Connecting a second Zendesk account also makes it possible to access content from multiple Zendesk instances in one place.
Messaging
End-user presence detection
Messaging now supports end-user presence detection, allowing Zendesk to determine whether a customer is still active on your website or app or has abandoned the conversation. This improves queue management and enables automatic follow-up or closure of abandoned conversations.
Behavioral customization APIs
The new Behavioral customization APIs for Web Widget allow developers to control conversation flows programmatically, including creating conversations, sending messages, navigating conversations, and intercepting messages.
Updated "Generated by AI" display
The "Generated by AI" label is now integrated into the bot's display name for a cleaner conversational experience. The label can also be disabled on a per-channel basis using the API.
Voice
IVR improvements
Administrators can now choose how many times an IVR greeting repeats before routing callers to the default option, with settings ranging from one to three repetitions. The IVR settings page has also been refreshed with a modern interface.
Restrict outbound calling by agent group
Voice (Talk) now allows administrators to control which agent groups can use specific phone lines for outbound calls.
Contact Center
Zendesk Contact Center is now generally available
Zendesk Contact Center is now generally available and fully integrated into Zendesk Agent Workspace. It includes unified status management, call monitoring, simplified authentication, native settings, and expanded language support.
Workforce Mangement
Combined workstreams in staffing panels
Combined workstreams now appear in the staffing panels on the Schedule page in Day view, making it easier to view scheduled staffing for combined workstreams.
Visibility settings for time off reasons
Managers and administrators can now control which teams can view and use specific time off reasons, allowing leave options to be tailored to individual teams, locations, and company policies.
Workforce Management included with Suite Professional
Zendesk Workforce Management (WFM) is now included at no additional cost with Suite Professional plans and above. It provides visibility into agent activity and average handle time (AHT) over the past 24 hours, while also allowing agents to see how much time they spend handling customer interactions.
Out of adherence automation
Out of adherence automation enables automated real-time notifications whenever an agent is working on a task that doesn't match their scheduled activity.
Quality assurance
Coaching dashboard
The Coaching dashboard in Zendesk Quality Assurance (QA) provides an overview of coaching sessions, feedback reviews, and coaching impact on Internal Quality Score (IQS). Managers can filter results by date, coach, or coachee to monitor coaching progress over time.
Apps and integrations
Five new Action builder integrations
Action builder now includes five new integrations:
-
HubSpot
-
Chargebee
-
Stripe
-
Calendly
-
GitHub
These integrations make it possible to automate CRM, billing, scheduling, and engineering workflows directly within Zendesk.
We're here to help you implement new capabilities and get more value from your Zendesk solution.