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

Release notes through 2026-03-20

Admin Center
New:

• The sign-in flow will check for expired passwords before two-factor authentication. As part of this update, team members with expired passwords will receive the usual password-expiration emails, notifying them that their passwords will expire starting March 25, 2026.

Fixed:

• Starting March 19, 2026, to better protect our customers, Zendesk will begin rolling out a new workflow requiring anonymous end users submitting requests through the help center to verify their email address.

Copilot
New:

• The Admin Copilot EAP is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist with creating new workflows, and resolve inefficiencies across your setup. Join the EAP here.

App Marketplace
New:
Fields Director PRO (Support) (paid)

• Fields Director PRO enables advanced Zendesk Administrators to manage ticket, user, and organization fields behavior for selected Agents. The app supports advanced configuration of the following features, like listing ticket fields that should have any value at every ticket submission, hiding/disabling/showing/enabling pre-configured ticket fields and/or ticket field values, hiding/showing pre-configured user fields, and more!

Intent Detector (Support)

• Intent Detector automatically identifies the customer's contact reason the moment a ticket is created in Zendesk. Requests are intelligently categorized and routed to the right team or agent, saving valuable handling time and reducing back-and-forth. Agents immediately understand what the customer needs — leading to faster first replies and shorter resolution times.

Field Validator (Support) (paid)

• Field Validator allows you to validate ticket fields using custom Regular Expressions (Regex). Prevent agents from saving tickets if fields like phone numbers, IDs, or custom codes don't match your required format.

Zingtree for Complex CX (Support)

• Zingtree for Complex CX helps Zendesk customers orchestrate complex, high-stakes support issues with accuracy, compliance, and confidence. It connects context from your data systems with guided decision logic inside Zendesk, giving agents the clarity to act fast and stay on policy. Turn complex issues into clear, step-by-step scripts and decision trees that guide agents through complex interactions. Use data from Zendesk and backend systems to adapt workflows, route cases, and trigger next-best actions. Apply business rules and guardrails to ensure every resolution complies with policy and is fully auditable.

Attachment Redaction Tool (Support)

• Attachment Redaction Tool helps agents bulk redact attachments from closed tickets within a selected date range. Agents can choose a start and end date, view closed tickets with attachments, and redact selected attachments with a single click.

AI Agents and Knowledge
New:

• Several popular Knowledge tools are now available to customers on all Suite and Knowledge plans:
• Generative AI writing tools (previously required Co-pilot add-on) - Create, rephrase, and simplify content quickly using generative AI.
• AI translation for articles (previously required Co-pilot add-on) - Generate AI translations for your articles.
• Help center federated search (previously restricted to Enterprise plans) - Link your external content to your help center.
• Flexible hierarchies (previously restricted to Enterprise plans) - Add up to five subsections to your help center sections, creating a deeper hierarchy for your content.
• Article multiplacement (previously restricted to Enterprise plans) - Place your help center articles in multiple categories and sections across all of your brands.

Fixed:

• In iOS, when using Chrome to access Help Centers that use a Theme in v2 or v3, dropdowns close automatically when clicked.