Zendesk continues its rapid pace of innovation in August 2026. This month’s update focuses on infrastructure improvements for AI agents, major enhancements to the native Contact Center, and powerful new ways to structure and connect your knowledge base. Here is the complete overview of what’s new.
1. Support and Agent Workspace
- Automatic-refresh for views: Your ticket views now refresh every minute automatically. This ensures sidebar counts and ticket tables are always current, pausing only during bulk actions to prevent data disruption.
- Service catalog requests on behalf of others: Authorized users can now submit service requests for other employees.
- IT asset management improvements: Agents can select and manage assets for any user linked to an account directly from the ticket workflow without changing the ticket requester.
- Enhanced agent notifications: New audio alerts for ticket updates, dynamic browser favicons for unread notifications, and the ability to mute notifications for focused work sessions.
2. AI Agents and Copilot
- AI Agents Migration: Infrastructure updates for customers who purchased the Advanced add-on before March 2026. This includes locale-scoping for search rules and an upgraded Zendesk web crawler.
- Expanded Copilot features: Intelligent triage is now included in Suite and Support Professional plans at no extra cost.
- Smarter Auto Assist: Auto assist suggestions now utilize content from external sources (Confluence, Notion) and can suggest replies based on similar solved tickets across all channels and languages.
3. Knowledge and Content
- New Article Editor Components: You can now add Accordions, Callouts, and Tabs directly in the article toolbar without custom code.
- New Knowledge Connectors: Dramatically expand your AI/search pool by connecting Dropbox, Jira, Freshdesk, and Contentful as external knowledge sources.
4. Contact Center and Voice
- Live call transcription: Real-time transcripts are now available for both Contact Center and Voice, supporting speaker labels, timestamps, and searchable text.
- Enhanced call transfers: Agents can now view real-time availability information for other agents and queues before initiating a transfer.
- Auto-accept calls: A new setting that connects calls automatically after a 2-second delay to prevent missed calls.
5. WFM and Quality Assurance
- Granular WFM Permissions: New, highly granular role permissions allow admins to grant read-only access to teams and configure permissions section-by-section.
- Multi-tiered root causes in QA: Reviewers can now use a cascading dropdown system (up to three tiers) for root causes, making quality insights more actionable.
6. Apps, Integrations, and Developer
- Action Builder Upgrades: Enhanced support for ServiceNow, Monday.com, Microsoft Dynamics 365, Snowflake, and more.
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API Token Deprecation: Zendesk has initiated a phased removal of API tokens. Integration owners should migrate to OAuth before the final disablement date in April 2027.
Important: Read our article on the API token change
Want to read the official Zendesk documentation?
You can find the full overview here:
Zendesk What's New: August 2026
Need help with your August Zendesk configuration?
SoftwareOne can help you migrate your API tokens to OAuth, configure your new Knowledge connectors, or optimize your AI agent workflows.