At Zendesk Relate 2026, Zendesk introduced its native Contact Center. The solution is now generally available, with Contact Center integrated directly into the Zendesk Agent Workspace.
According to Zendesk, the new integration is designed to simplify the experience for both agents and administrators by bringing functionality together in a single workspace.
What's new?
Contact Center is now built directly into Zendesk Agent Workspace, which means:
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Unified experience: Call controls appear directly in the workspace without the need for a separate Marketplace app.
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Single status management: One status picker controls availability across both Zendesk and Amazon Connect.
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Simpler authentication: Agents sign in once to Zendesk with no additional authentication required.
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Native settings: Administrators can access Contact Center settings directly from the Product menu.
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Expanded language support: Now available in more than 30 languages.
Zendesk also states that existing Amazon Connect configurations, phone numbers, call recordings, and workflows remain unchanged.
Why is Zendesk making this change?
Zendesk cites customer feedback as the primary reason for the change.
According to the company, many customers felt that the sidebar app was disconnected from the rest of the workspace, that managing two separate status pickers was confusing, and that Contact Center should feel like a native part of Zendesk rather than a third-party application.
Zendesk also notes that a native integration provides a more streamlined experience and enables faster delivery of new features.
What do customers need to do?
New Contact Center customers:
Native Contact Center is enabled by default. No action is required.
Existing Contact Center customers:
Customers using Contact Center through the Zendesk Application Framework app or the legacy Engage solution can continue using their current setup without disruption.
The following requirements apply for migration:
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CloudFormation version 20260106 (1.1.2) or later
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Omnichannel routing must be enabled
Summary
Zendesk Contact Center is now generally available as an integrated part of Zendesk Agent Workspace. First introduced at Zendesk Relate 2026, the update brings a unified workspace, single status management, and simplified administration for Contact Center customers.
Want to learn more or need help with your Zendesk setup?