Update02/17/2026

Fixed a bug that prevented cloning within the same organization

Employee service
Zendesk

Release notes through 2026-02-13

Support
New:

Search now has more granular filters in the suggested filters in the search menu. Click the high-level filters to access more.

Fixed:

Requests to GET /api/v2/users/me.json with invalid credentials now return 401 Unauthorized (previously returned 200 OK).
Corrected an issue with follow-up tickets so that they inherit the support address value from the previous ticket, so that emails will be sent from the expected address.
Corrected two issues with printing tickets. Uppercase characters were printing as lowercase, and large blank areas were being rendered.

Admin Center
New:

Expanded the EAP for unified navigation to now include non-agent workspace accounts, and added analytics to the EAP so it now reflects the unified navigation experience.

Fixed:
Support

Restored type-ahead search in the profile menu within unified navigation.
Fixed icons that were disappearing in sidebar navigation.
Fixed an issue where agents couldn’t drag and drop certain attachment types into a side conversation in the context panel when unified navigation was enabled.

Admin Center

Improved Admin Center search by reducing fuzzy matches for section headers and subheaders.
Fixed an issue that would cause banners to appear duplicated in Admin Center when the EAP was enabled.

Knowledge

Fixed an issue in Knowledge admin where the save button and revision status could disappear when switching languages.

Copilot
New:

Admins and agents can now view certain auto assist events in the ticket events log in the Agent Workspace.

Fixed:

Intelligent triage: Improved visibility of Intents conflicts by analyzing intents by showing a loading in the intents list

AI Agents and Knowledge
New:

Subdomain Connection with AIAA and Email Integration is now based on the system user instead of the authorized user, as previously seen. Connection of accounts will be based on the main account ID/subdomain
Starting February 10, 2026, customers who buy AI agents – Advanced will have their advanced messaging AI agents automatically connected to Zendesk Messaging. The integration is configured based on the account subdomain, a messaging group is automatically created, and new messaging AI agents are automatically added to that group. Any subsequent AI Agents can be added by manually creating an AI agent and assigning the required organization.
The Object type is not supported in the AI agents - Advanced integration builder.
A powerful no-code tool for implementing generative search is now available. Knowledge admins can now leverage quick answers in their help center theme without writing or modifying code.

Fixed:

Zendesk QA
New:

Fixed:

Zendesk Workforce Management (WFM)
New

Forecast Scenarios: Customers can create customizable sets of forecast parameters to experiment with multiple configurations, compare their results, and select the most suitable one as the active scenario.