Zendesk Product Update February 2026: Agent Copilot, Private Attachments, and Increased Efficiency

The February update from Zendesk focuses heavily on making daily life easier for both agents and administrators. This month, we take a closer look at how AI is moving into voice conversations, how you can gain better control over sensitive attachments, and several small improvements that remove friction in ticket handling.

Agent Copilot and AI News

Zendesk is rolling out powerful enhancements to Agent Copilot and its AI agents. The biggest news is the support for real-time assistance in the contact center.

• Live Voice Assistance: Copilot listens to calls, transcribes in real-time, and automatically suggests relevant solutions from the knowledge base while the agent is speaking with the customer. This requires the Copilot add-on and call recording enabled.
• AI-Generated Procedures: The AI now suggests up to three ready-to-use procedure drafts weekly based on trends in your tickets, saving administrators time on manual setup.
• Intent Quality: New recommendations in "Intelligent Triage" help you identify overlapping or duplicate categories, ensuring the AI routes tickets more accurately.
• Search in Dialogue Builder: For advanced AI agents, you can now search for specific content across the entire conversation flow, including drop-down menus and actions. 
  
• Conversation API Log: You can now review detailed information about API calls made during a conversation between the AI agent and the customer—extremely useful for troubleshooting. 
  
• Group-Level Permissions: Administrators can now manage access to Copilot features like "enhanced writing" and "merging suggestions" on a per-group basis. 
  

Security and Privacy

Zendesk is strengthening tools for GDPR and data security with several key updates:

• Private End-User Attachments: Administrators can now require authentication specifically for files uploaded by customers. This prevents unauthorized access to sensitive documents submitted via tickets.
• CSV Export Restrictions: A new granular permission for Enterprise custom roles allows you to restrict specific agents from exporting customer data to CSV files.

Objects and Business Rules

• Custom Object Templates: You can now quickly create common objects like Contracts, Orders, Products, and Projects using pre-built schemas and relationships.
• Required Fields on Custom Objects: You can now mandate that agents fill out specific fields when creating or updating a record in a custom object.
• Action Credits: Zendesk is introducing monitoring for "Action Credits" for automated workflows. Limits will be enforced starting April 15, 2026.

Increased Efficiency and Agent Experience

• Customizable Search Results: Agents can now choose which columns (up to 10) they want to see in the search view. These choices are saved until logout or cache clearing.
• New Ticket Preview in Views: A new Side Panel option is now available as an alternative to Tooltips. It is more accessible for screen readers and provides a better overview of fields and conversation history.
• Improved Ticket Printing: You can now include page numbers, priority, and choose to exclude internal comments when printing tickets.

• Redesigned Notification List: The notification center for social channels like WhatsApp and Instagram has been redesigned with better filtering and status indicators. 

  
   

• Zendesk WFM Team Schedule: Agents can now view their colleagues' schedules directly within their own interface, provided they have the necessary permissions. 
  
• Upgraded Voicemail Transcription: Voicemail transcriptions are now faster (under 15 sec.), support 35 languages, and integrate with Copilot for better routing.

Administration and Analytics

• Self-Managed Admin Access: Support administrators can now manage their own access to all product areas without always needing to go through the account owner.

  

• Explore Permissions for Light Agents: On Enterprise plans, you can now grant Light Agents permission to manage reports and dashboards.
• Brand-Based Permissions: You can now restrict access to analytics data based on Brand, ensuring agents only see data from "their" brands.
• Suite + Copilot Bundle: It is now possible to purchase a bundle including both Zendesk Suite and the Copilot add-on at a discounted price on select plans.

Curious about all the details, including updates for developers? Feel free to take a look at the official Zendesk article.

Our Recommendation: The Way Forward

We believe the combination of AI voice support and stricter security controls offers the most value right now. We specifically recommend that all Enterprise customers review the new export restrictions and private attachment settings to strengthen their security profile.