Zendesk has rolled out a comprehensive update for June 2026. This month brings significant advancements across AI features, security protocols, object management, and integrations. Here is your complete guide to everything new.
1. AI and Copilot Enhancements
- Admin Copilot: Administrators now have an AI-powered assistant within the Admin Center (included in Suite Professional and above). It provides smart insights, configuration recommendations, and conversational assistance to help optimize your setup without digging through documentation.
- AI Ticket Summaries (Capped Usage): Agents on Professional plans can now generate instant overviews of long, complex ticket histories. This is included with a monthly allowance of 5 uses per agent, pooled across the team (capped at a maximum of 500 uses per month per account).
- Hide AI Translation Disclosure: For agent replies on asynchronous channels (email, web form, API), admins can now use a setting in Admin Center to hide the default "Translated by AI" notification from the end-user.
2. Major Updates for AI Agents (Bots)
- Enforced AI Agent Tickets: The AI agent tickets feature is now fully enforced. All bot-handled conversations are required to create an AI agent ticket for better visibility and compliance. Ensure your integrations are audited to avoid duplicate tickets.
- Expanded Capabilities & Plan Unification: Zendesk is removing plan distinctions for AI agents, unlocking advanced features such as agentic reasoning and API integrations for all customers.
- Action Builder with Menus: A new Actions menu organizes configured actions, API integrations, and custom action flows within the AI agents workspace for easier navigation.
- Enhanced Reporting: The dashboard has been updated to unify conversation statuses across channels and introduces a distinction between contained and verified resolutions for more accurate performance tracking.
3. IT Asset Management (ITAM) & Billing
IT Asset Management (ITAM) is now Generally Available (GA). This provides a unified platform to track, monitor, and manage technology assets directly within Zendesk Support workflows.
- Up to 500 asset records are included in eligible plans.
- Eligible self-service and sales-assisted customers can buy additional asset packs (500 records per pack/month) directly from the Subscription page in Admin Center.
4. Security and Agent Workspace
-
Forced 12-Hour Session Limits: To enhance account security and prevent indefinitely active sessions, Zendesk is enforcing a strict 12-hour maximum session duration for all agents and admins. Sessions will face forced sign-outs once the mark is reached.
- Native PDF Preview: Agents can now view PDF attachments directly within the ticket interface without downloading them, improving daily productivity and local data security.
- Updated Suspended Tickets View: Features an improved user interface and new filtering options, including suspension cause, sender email, and email subject.
5. Objects, Business Rules, and Sandbox Management
- Custom Objects in Action Builder: Action builder now natively supports custom objects, enabling admins to create automated action flows using custom object triggers and actions.
- Currency Field Type: You can now store and manage pricing and contract information within custom objects, supporting multiple currencies and trigger automations.
- Task Lists Enhancements: Admins can now require all tasks in a list to be completed before a ticket can be solved. New options also allow cloning or deactivating task lists.
- Configuration Management (Sandbox): Now supports omnichannel routing queues, allowing admins to safely test and deploy routing queue setups from sandbox to production.
6. Analytics and Reporting
- Real-Time Monitoring by Default: Real-time monitoring is now the default live reporting solution for all new customers, replacing the legacy Explore live dashboard.
- Agent Adherence Dashboards: A new real-time monitoring dashboard allows workforce managers to track agents' adherence to planned schedules with detailed visualizations.
7. Apps and Integrations
- Zendesk Support Assistant for Microsoft Agent 365: Brings your Zendesk workspace, tickets, and IT assets directly into Microsoft Teams.
- Voice of Customer (VOC) Patterns App: A new app from Zendesk Labs that leverages Zendesk AI to identify and explain underlying trends in solved and closed tickets.
- Approval Requests in Slack: Allows admins to send approval requests and receive responses directly within Slack channels.
- Guru as a Knowledge Source: You can now connect Guru to your Zendesk account to make external content accessible for help center search, generative search, and AI agents.
8. Frequently Asked Questions (FAQ)
How do the AI ticket summary limits work across our team?
The allowance of 5 summaries per agent is pooled together. For example, a team of 20 agents will share 100 summaries per month. The pool resets at the beginning of each calendar month.
Can we disable the mandatory 12-hour session timeout?
No, this is a global security requirement enforced by Zendesk to prevent active sessions from being left open indefinitely on unauthorized devices.
What happens if we need more than 500 ITAM asset records?
You can easily purchase additional asset packs (in increments of 500 records) directly via the Subscription tab in your Admin Center.
Looking for Zendesk's official documentation?
You can review the full announcement here: Zendesk What's New: June 2026
Need assistance configuring these new features?
SoftwareOne can help you optimize your configuration, set up ITAM workflows, or upgrade your AI capabilities.