Zendesk Employee service Updates

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default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.

Release notes through 2026-04-24

Auto assist now reacts to agent comments as long as the agent is a requester

The custom queues API is now live, enabling customers to retrieve queue metrics

Updated the call history menu in the usage charges tab

Release notes through 2026-03-27

The sign-in flow will check for expired passwords before two-factor authentication.

Improved the intent model accuracy for messaging channels.

Improved voicemail transcription for APAC-based accounts

Auto assist can now execute selected custom actions and action flows without agent approval.

Updated the login experience for agents and end users who have two-factor authentication

Fixed a bug that prevented cloning within the same organization

Fixed an issue where top navigation apps displayed only the app name and an 'X' button.

redesigned notifications experience for messaging conversation

Release notes through 2026-01-23

Native Search is now available in the AI Agents Advanced dialogue builder for everyone

expanded dashboard restrictions to all datasets

Release notes through 2025-12-19

Release notes through 2025-12-12

Escalation blocks have been introduced to advanced email AI agents.

Tasks for Calendar from Anything, Anywhere

Introducing Deletion schedules on Custom objects

Zendesk internal analytics tracking

Release notes through 2025-11-07

General availability of the action builder and action flows to automate integrated workflows

A new security posture dashboard was introduced

Fixed an issue where some calls stayed in wrap-up past the configured time.