Improved voicemail transcription for APAC-based accounts

Release notes through 2026-03-06

Admin Center
New:

• Restored the ability to copy and paste the Ticket ID in the new tabs experience under unified navigation.
• Resolved a status icon display issue in the Talk console.

AI Agents and Knowledge
New:

• We've updated the pipeline used by generative search in the help center and quick answers in Agent Workspace. They now use the same retrieval-augmented generation that underpins AI agents. Previously, some responses could feel narrow or inconsistent because they were primarily based on the first matching article returned by the search.

Voice
New:

• Improved voicemail transcription for APAC-based accounts. Zendesk accounts in the APAC region can now take advantage of Zendesk's new voicemail transcription model (previously released to other regions in January 2026), which supports voicemail transcription in 50 languages.

Fixed:

• Fixed an issue that caused call usage and exports to use different time zones. They are now aligned to PST.
• Fixed an issue where calls with recordings were not transcribed in some voicemail scenarios.
• Fixed an issue that allowed greeting uploads longer than 40 minutes, which could result in dropped calls.

Analytics
New:

• We've added new reports, filters, and visualizations for the real time monitoring dashboards. These include new SLA reports, filters to view ticket progress and inactive values, and a new percentile visualization.

App Marketplace
New:
Sharely (Support)

• Sharely transforms how support agents handle ticket attachments in Zendesk. Instead of downloading files to view them, agents can instantly preview documents directly within the ticket sidebar. The app automatically aggregates all attachments from ticket comments into a single, organized view with powerful features including zoom controls, page navigation, search functionality, and full-screen viewing.

IBAM Enhanced messaging widget (Support)

• IBAM Enhanced messaging widget gives Zendesk admins a single place to configure and deploy a branded messaging widget. Change things like widget appearance controls (colors, labels, launcher position, and branding). A guided configuration keeps the setup consistent across teams. Embed token generation and regeneration for secure client-side deployment.

Kanban Pro (Support)

• Kanban Pro transforms your long ticket list views into a clean board with drag-and-drop ticket cards. Drag-and-drop tickets to update status instantly. Customizable boards and columns for any workflow.

Past Tickets AI Knowledge Base by Macha (Support)

• Past Tickets AI compares AI Solutions against your existing Zendesk Help Center and highlights missing articles, partial coverage, and outdated information — with confidence scores to guide action. Every AI Solution becomes a reusable knowledge block that can be reviewed, refined, and reused across the team — instead of being lost in tickets. AI Solutions can be published directly to your Zendesk Help Center, helping you turn solved support tickets into official documentation with just a few clicks.

Ticket Classification (Support)

• Ticket Classification automatically categorizes incoming tickets into your own custom intents and topics, adding tags and updating custom fields — all without manual effort. Define the categories that matter to your business, and watch as AI intelligently classifies every incoming ticket — saving your team hours of manual triage work.

Phrase for Support (Support)

• Phrase for Support allows agents to translate end-user and internal ticket comments using Phrase Machine Translation directly inside Zendesk Support. Translations are triggered manually by agents, giving full control over when and what content is translated.

TicketSync Pro (Support)

• TicketSync Pro connects GitHub issues and pull requests to Zendesk tickets so support and engineering stay aligned. Link Zendesk tickets to existing GitHub issues. View real-time issue status. Receive internal notes in Zendesk when GitHub issues are closed or updated and when pull requests are opened against linked issues.