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

Release notes through 2026-05-01

Admin Center
New:

• As previously announced, starting April 30, 2026, default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.

AI agents - Advanced
New:

• Voice AI agents now support multiple languages for all EAP participants. You can add a new language, configure a locale, and start building multilingual experiences.
• Improved how the agent handles digit verification prompts. The AI now focuses on validating collected numbers against requirements rather than “counting” digits, resulting in more reliable verification flows.
• Improved turn-detection capabilities, allowing the AI to better identify when a user has finished speaking. This reduces interruptions, improves pause handling, and enhances transcription accuracy.

AI Agents and Knowledge
New:

• Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. See Viewing the automation potential report.

Copilot
New:

• Starting May 05, we're introducing capped usage of the Copilot AI ticket summary feature for Suite, Support, and Employee Service Professional plans and above at no additional cost. This feature instantly transforms long, complex ticket histories into clear, actionable overviews. See Turning on and configuring AI-generated ticket summaries.

App Marketplace
New:
Returnless Connector by VolvoxCX Digital (Support)

• Returnless Connector by VolvoxCX Digital connects your Zendesk workspace with Returnless, allowing agents to view, approve, and manage returns in real time — without leaving the ticket. Get real-time return details that include information such as full return history per customer, item details, photos, return reasons, live status updates, and one-click approval or rejection. New returns automatically create Zendesk tickets with pre-filled RMA and return data.

Sentinel (Support)

• Sentinel helps you detect AI-generated and manipulated images in support tickets. Fraudulent support claims backed by AI-generated photos are on the rise. Fake product damage, fabricated receipts, and synthetic proof-of-purchase images slip past manual review — costing businesses thousands in false refunds. Sentinel adds an automated layer of protection directly inside your Zendesk agent workspace. Every image attached to a ticket is analyzed by a multi-engine AI detection pipeline, providing your agents with instant, actionable insight into whether it is authentic or synthetic.