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

Release notes through 2026-02-27

Copilot
New:

• Auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist save time and be even more productive. See About actions for auto assist and action flows.

AI Agents and Knowledge
New:

• The Knowledge agent now runs on the latest version of Zendesk’s RAG engine, delivering improved response latency and increased answer accuracy.
• Added additional reasoning fields to voice procedure agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
• Additional improvements to how the procedure agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.
• Conversation logs now display the plan, reasoning, and knowledge sources behind each knowledge Agent response, providing greater visibility into how answers are generated.
• Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.

Agentic AI:
New:

• Added a new capability in procedure builder to link between procedures or from a procedure to a dialogue

Fixed:

• Resolved synonym list timeouts and intermittent response failures (hanging).
• Fixed an issue where the knowledge agent (RAGA) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.

App Marketplace
New:
InDesk AI (Support)
InDesk AI is an advanced automation platform dedicated to transforming customer service through state-of-the-art machine learning. Indesk AI integrates directly into your Zendesk sidebar to provide high-impact features, including predictive intelligence, automated workflows, knowledge integration, and helps ensure quality and consistency across your ticket replies.

ZenNotification (Support) (paid)
ZenNotification delivers real time alerts for every important ticket activity. Get instant notifications when new comments, mentions, or status changes occur on tickets assigned to you. Easily enable or disable each of these alert types to match your preferences. Select which views are of interest, control the level of detail in each alert, and decide exactly what deserves your attention.

Fields Director FREE (Support)
Fields Director FREE enables Zendesk administrators to manage ticket field behavior in a precise manner. List the required fields, hide/show/enable/disable pre-configured ticket fields, and ticket values. Display custom error text when ticket submissions are interrupted due to a missing required field, and more with this integration.

Commercetools by neteleven (Support)
Commercetools by neteleven seamlessly integrates your commercetools store with Zendesk, providing support agents with a comprehensive view of customer orders directly within the ticket sidebar. Access up-to-date order details, including status, shipping information, and billing data, without leaving Zendesk. Eliminate the need for agents to switch between multiple tabs or systems, significantly reducing response times.