Zendesk introduces several powerful updates in September 2026. This month’s focus is on advanced features for AI and Copilot, better agent workflows with multi-lookup relationship fields and audio comments, as well as crucial security and Contact Center enhancements. Here is the complete overview of what’s new.
1. Support and Agent Workspace
- Multi-lookup relationship fields: Admins can now create ticket fields that connect one ticket to multiple related records (users, organizations, assets), significantly simplifying automations.
- AI translations for conversational channels: AI translations now support live chat and messaging in real time, allowing agents and customers to communicate in their native languages.
- Direct links to comments: You can now create and share links that connect directly to specific comments within a ticket for easier collaboration.
- Audio comments: An embedded audio recorder in the Agent Workspace allows agents to record, review, and send audio replies directly within email and messaging tickets.
2. AI Agents and Copilot
- Cloning AI agents: You can now clone an AI agent along with its full configuration (procedures, knowledge sources, etc.), perfect for sandbox testing before deployment.
- Custom opening and closing lines: Set static, templated opening and closing lines for email responses generated by AI agents to ensure brand consistency.
- Source visibility in Web Widget: Customers can now click to see which sources the AI agent used in a separate view, reducing clutter in the chat window.
- Free ticket merge suggestions: Copilot’s duplicate ticket merge suggestions are now included in Suite and Support Professional plans at no extra cost.
3. Security and Administration
- Granular API access: A new "Manage APIs" permission allows Enterprise admins to delegate API and OAuth client management to developers without granting full admin rights.
- Stricter password requirements: Legacy password levels (Low, Medium, High) are being removed. All accounts are migrating to recommended policies requiring a minimum of 12 characters.
- 12-hour session limit: A new time limit is being enforced for all team members to prevent sessions from remaining active indefinitely.
4. Knowledge Base
- New external knowledge sources: You can now connect Salesforce and Hubspot as external knowledge sources to feed your AI with more information.
- Advanced URL filters for web crawler: Enhanced control over what Zendesk indexes from your websites, supporting up to 500 start URLs and customizable refresh schedules.
5. Messaging and Contact Center
- Brand filtering in Web Widget: End users now only see past conversations associated with the brand they are currently engaging with.
- WhatsApp BSUID support: Zendesk now supports WhatsApp's new Business-Scoped User IDs for improved integration and privacy as Meta rolls out usernames.
- Agent-first callbacks (Contact Center): Customers can leave the phone queue without losing their place. When it's their turn, an agent is reserved before the customer is dialed.
- Multi-tab support: Agents can now have the Contact Center open in multiple browser tabs simultaneously without generating duplicate tickets for incoming calls.
Want to read the official Zendesk documentation?
You can find the full overview for September here:
Zendesk What's New: September 2026
Need help with your September Zendesk configuration?
SoftwareOne can help you configure the new relationship fields, set up AI agents across channels, or integrate Salesforce and Hubspot with your knowledge base.