Contentful, Jira knowledge sources; call ringtone controls

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• Knowledge
• Copilot
• AI agents
• App Marketplace
• Products with no updates this week

Voice

New:

• Agents can now change the incoming call ringtone and adjust the incoming call volume. For more information. See Receiving incoming calls.

Fixed:

• When an agent makes an outbound call and the end user declines or blocks the call, the agent will now see an error message informing them the call was declined or busy. Previously, the call would end without any indication or error message.

Knowledge

New:

• Contentful is now available as a knowledge source. You can connect Contentful to your Zendesk account to make the content available wherever external content is used.
• Jira is now available as a knowledge source. You can connect Jira to your Zendesk account to make the content available wherever external content is used.
• We’ve released an Early Access Program (EAP) for the conversational help center experience, delivered through the new Lisbon theme. This EAP introduces an AI-powered help center layout that combines natural-language question answering with standard help center navigation, allowing end users to ask questions and receive quick answers generated from your published content.

Fixed:

Web Crawler

• Crawler run reports now correctly classify empty title and empty body validation errors instead of showing them as "Undetermined" errors.
• Crawler CSV reports now include error descriptions even when the background worker is terminated due to memory limits.
• Crawlers now correctly handle all successful HTTP response codes (201-299), not just 200.
• Removed per-URL ping validation from start URL input to support large-scale crawlers with up to 1500 URLs.

Help Center

• Fixed product navigation links on custom domains. Admins using custom Help Center domains (for example, help.yourcompany.com) can now correctly navigate to other Zendesk products like Workforce Management from the product navigation tray. Previously, these links pointed to the custom domain instead of the native Zendesk subdomain, causing navigation failures.
• Updated the "Get help" menu link. The agent navbar's "Get help" menu now points to the correct Knowledge Help Center section instead of the deprecated Support Help Center URL.

Copilot

New:

• Auto assist can now generate suggestions based on content from external sources and internal knowledge articles. This allows you to broaden the pool of content available to auto assist so it can provide suggestions on even more topics and tickets. See Connecting external knowledge sources to your Zendesk account and Setting up a web crawler.
• We’re updating the auto assist composer experience in the Agent Workspace to make AI suggestions feel like a natural part of replying to customers - without interrupting an agent’s workflow. Beginning on June 22, we’ll start rolling out this update to accounts over a period of two weeks. See Using auto assist to solve tickets.
• Auto assist can now use similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This gives agents more relevant reply suggestions based on how customer issues are being resolved in real time, helping teams respond faster and deliver more consistent support. See About auto assist.

AI agents

New:

AI Copilot Procedure Management

• In the procedure insights side panel, the recommendations section now appears below the insights section for a more logical reading order
• Article sources in procedure improvement recommendation cards now link directly to the Help Center article instead of the editor. You can review the source content without navigating away from your workflow.
• When Admin Copilot saves a procedure as a draft, the confirmation message now includes two links - one to open the procedure in the editor and one to return to the full procedures list.

Fixed:

AI Copilot Procedure Management

• Procedure editor URL no longer carries over pagination state: opening a procedure from a paginated list previously added cursor and pagination query parameters to the editor URL. Those are now dropped on navigation.
• New procedure recommendations no longer disappear when a malformed ID is present. A single malformed procedure ID in a batch request was causing all new procedure recommendations to be silently dropped for affected accounts.

App Marketplace

New:

• FastPass IVM (Support)

  • FastPass IVM is the leading provider of secure identity verification solutions. The FastPass Identity Verification Manager (IVM) for Zendesk brings forced, contextual identity verification directly into the support agent's workflow, ensuring every password reset and sensitive request is handled securely and in compliance with enterprise policy. With this integration, agents no longer need to switch between systems. When a ticket is opened, the app automatically checks ticket status, tags, and requester details against your configured eligibility rules — and either presents a one-click Launch button or automatically opens the FastPass IVM Client. This protects your service desk against social engineering and vishing attacks when they are most likely to occur.

• ServeTech Skill Tracer (Support) (paid)

  • ServeTech Skill Tracer analyzes your team's real ticket history in Zendesk to identify how each agent performs across ticket categories. It uses a transparent, statistics-based scoring model to surface true specializations and then creates and maintains skill tags in Zendesk automatically — no manual work required. ServeTech works from your existing ticket categories — no custom taxonomy to define, no agents to manually tag. Install it, and your existing Zendesk skills-based routing starts working.

• ScriptRunner (Support)

  • ScriptRunner helps Zendesk teams automate operational workflows, run secure scripts, and build lightweight internal tools directly inside Zendesk. Use ScriptRunner to handle repetitive admin tasks, validate ticket data, enrich support workflows, and give agents and admins purpose-built tools without switching systems or building a separate Zendesk app for every process.

• Okta Workflows (Support)

  • Okta Workflows empowers organizations to automate complex identity processes and user lifecycle management without writing code. By integrating Okta Workflows with Zendesk, IT and support teams can seamlessly orchestrate actions based on real-time events. With this integration, you can build custom identity workflows that connect Zendesk to your broader tech stack. Automatically create or update Zendesk user profiles when changes occur in Okta, freeze accounts during offboarding events, or trigger multi-system alerts when high-priority access requests are made.

• OneClick (Support) (paid)

  • OneClick turns your most common ticket actions into sidebar buttons. Agents update status, assignment, tags, and custom fields in one click—instead of opening multiple fields on every ticket. Save a preset once; apply it to any ticket with a single click. Build buttons in the nav bar app, or share one list account-wide for every agent. Choose who can manage buttons and optionally deploy a shared list via app settings.

• EVOX (Support)

  • EVOX builds cloud-based call center solutions trusted by customer service teams. This integration connects your EVOX phone system directly to Zendesk Support. Every inbound and outbound call is automatically matched to the right customer and ticket — no manual lookups, no missed records. Instantly identify callers by phone number and open the relevant ticket, automatically create a new ticket and end-user profile when no match is found, and log full call detail records (CDRs) to Zendesk Custom Objects for reporting and compliance.

• Escalation Guard (Support) (paid)

  • Escalation Guard helps agents submit cleaner, more complete escalations from the Zendesk ticket sidebar. Agents choose an escalation type, complete the required fields, and submit a formatted internal note. Escalation Guard applies routing tags so admins can use Zendesk triggers, views, and automations to route work to the right team.

• ResolveReady (Support) (paid)

  • ResolveReady helps stop agents from resolving tickets with missing data, skipped steps, or incomplete approvals. ResolveReady enforces ticket completeness before agents can resolve. Admins can build solve-readiness workflows without code. Workflows trigger by ticket tag, form, group, brand, status, or field value. Agents see required steps in the ticket sidebar and complete them once, and each completed item saves directly to a mapped Zendesk ticket field or internal note.

• VeriDraft (Support)

  • VeriDraft connects to Zendesk and turns any customer message into a ready-to-send reply written entirely from your Terms of Service, SOPs, and compliance documents. Every claim is backed by a real citation, every answer shows how confident it is, and when VeriDraft can't find a grounded answer, it says so — instead of making one up.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA