Intelligent triage now on Professional plans; voice widget fix
Rollup3 features1 fixThis release3 featuresNew capabilities1 fixBug fixesAI-tallied from the release notes
From the original release noteView original ↗
See the What's New section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Copilot
- Voice
- Knowledge
- App Marketplace
- Products with no updates this week
Admin Center
New
- The content of the email that gets sent when accessing your account when your SSO provider is down has been updated to be simpler, clearer, and more closely aligned with our content standards.
Copilot
New:
- Zendesk is making AI more accessible by bringing the Copilot add-ons’ intelligent triage classification to Suite and Support Professional plans and above. This feature uses machine learning to automatically analyze and classify incoming tickets, helping you understand your top ticket drivers without manual effort.
- Auto assist will no longer suggest solving a ticket unless it is asked to do so in a procedure.
Voice
Fixed:
- Fixed an issue where click-to-call from the Web Widget did not connect when Help Center authentication was enabled.
Knowledge
New:
- You can now connect Amazon S3 to your Zendesk account to make the content available wherever external content is used. See Connecting Amazon S3 as an external knowledge source.
App Marketplace
New:
-
Ticket Done (Support) (paid)
- Ticket Done brings AI assistance directly into your Zendesk ticket sidebar so agents spend less time searching and more time solving. Ticket Done reads each incoming ticket and instantly surfaces AI-generated responses sourced from your actual Zendesk Help Center articles. No generic AI. No hallucinations. Every suggestion is grounded in your documentation. Generate a customer-ready reply in seconds. Ticket Done reads the ticket, searches your knowledge base using semantic AI, and drafts a response your agent can review and send. Need internal guidance before responding? Get Help surfaces the right policies, procedures, or escalation paths — visible only to the agent, never the customer.
-
Fusion (Theme)
- Fusion is a premium Zendesk Guide theme that combines modern design, powerful functionality, and seamless navigation to help customers find answers faster. Designed for businesses of all sizes, Fusion transforms your help center into a professional support hub that enhances customer satisfaction and reduces support tickets. With its clean layouts, advanced search experience, and highly customizable design, Fusion delivers the perfect balance of aesthetics and usability.
Products with no updates this week
- AI agents
- Support
- AI agents - Advanced
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
Fetched June 29, 2026
