Updated the login experience for agents and end users who have two-factor authentication

Release notes through 2026-02-20

Admin Center
New:
Updated the login experience for agents and end users who have two-factor authentication (2FA) turned on. They'll now be guided through the process of resetting an expired password before being prompted for 2FA.

Voice
New:

• The Zendesk Voice AI Agents EAP is now available for Zendesk Voice with the AI Agents Advanced add-on. It's now possible to automate end‑to‑end phone support with human‑like, real‑time conversations. From greeting and intent capture through triage, resolution, and wrap‑up while running generative procedures or API actions and preserving full context for seamless escalation to live agents. See Creating an AI agent for the voice channel (EAP).

Copilot
New:

• A set of capped Copilot capabilities is being introduced to Suite, Support, and Employee Services Professional plans and above at no additional cost. Beginning with the generative AI writing tools feature, each of your team members will receive five uses of the writing tools per month to help enhance the content of their ticket comments.

AI Agents and Knowledge
New:

• We introduced the ability to navigate back to the Copilot procedure list page in Knowledge admin from an open procedure editor.
• You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.
• The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.
• Session variables can now be shared across agents to maintain conversational context.
• Enhanced stability when managing extended session context within the Voice verbalizer.

App Marketplace
New:
Ticket Fields AI Assistant by Macha (Support)

• Ticket Fields AI Assistant by Macha helps you automate ticket field entry, resulting in less manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and instantly fills your defined fields. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop-downs, text fields, date fields, checkboxes, and number fields, ensuring your most important data points stay accurate.

Smart Amazon Connect Contact Centre (Support)

• Smart Amazon Connect Contact Centre integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.
• The integration automatically links call activity to Zendesk records, helping teams accurately track customer interactions and maintain a complete communication history.

Instatus (Support)

• Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk, so your support team can see what's happening with your services right in the ticket sidebar. When you open a ticket, you'll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly determine whether a customer's problem is related to a known issue.

Zendesk QA
New:

• We've added prompt anomaly Indication to AI insights. See About AI insights in Zendesk QA.