IVR greeting repeat configurable; speaker diarization improved

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

This week's release notes include:

• Voice
• App Marketplace
• Products with no updates this week

Voice

New:

• Admins can now configure how many times an IVR greeting repeats (from one to three) before routing to the default option. See Routing incoming calls with IVR.

Fixed:

• Improvements to the speaker diarization model used to label speakers as "Agent" and "Customer" in post-call transcripts.

App Marketplace

New:

• XCHK Verification (Support)

  • XCHK Verification provides real-time identity verification for remote interactions. XCHK Verification lets Zendesk agents launch a live video verification session directly from a ticket sidebar. The app verifies the requester's real-time location against their expected location and checks device authenticity, including detection of browser language/timezone spoofing and VPN/proxy use. After the session, PASS or FAIL results are posted back to the Zendesk ticket as an internal note with tags, and can trigger Zendesk automations. When Zendesk OAuth is connected in XCHK, results sync automatically back to the ticket.

• Quick Charts (Support) (paid)

  • Quick Charts puts live ticket visualizations one click away. Open the top bar popover, pick a view, and see your queue broken down by status, priority, assignee workload, channel, and ticket type - all without leaving the agent workspace.

• Macro Hero (Support)

  • Macro Hero is the missing macro management tool for Zendesk admins and CX teams. If you have hundreds (or thousands) of macros, you know how painful it is to keep them organized, up to date, and consistent. Macro Hero brings powerful bulk operations, inline editing, and usage analytics — all in a clean, intuitive interface that lives right in your Zendesk navigation bar.

• Uniti AI (Support) (paid)

  • Uniti AI handles your customer conversations across voice, SMS, WhatsApp, email, and web chat. This integration captures every one of them as a structured Zendesk ticket — with the full transcript, an AI-generated summary, intent tags, and custom field data — so your support, sales, and marketing teams see the full picture in real time.

• LeadDesk Talk v2 (Support)

  • LeadDesk Talk v2 helps your agents manage calls and SMS directly in Zendesk. Call and SMS activity is matched to tickets under a customer profile, so you can track the entire ticket history in Zendesk. Make and receive support calls directly in Zendesk. Send SMS follow-ups with additional support messages. Calls open new tickets, and messages are recorded as notes.

• toern returns (Support)

  • toern optimizes returns and exchange requests through intelligent, automated workflows. The solution integrates seamlessly into existing shop and logistics systems, transforming the return process into a positive customer experience. By leveraging AI, toern relieves the burden on support teams and provides valuable data to optimize your business operations. Give full visibility into all return processes directly within Zendesk Support tickets.

• Data Manager (Support) (paid)

  • Data Manager is an audit and visibility tool for Zendesk admins. Data Manager gives you a fast, sortable spreadsheet view of your Users, Organizations, and Business Rules — built right into the agent interface.

• ProductBridge (Support)

  • ProductBridge helps product teams capture, organize, and prioritize customer feedback from Zendesk tickets. The sidebar app lets support agents search existing feedback posts, create new ones, upvote on behalf of customers, and link tickets to posts — all without leaving Zendesk. AI-powered detection surfaces product feedback automatically, and smart deduplication keeps things tidy across all connected sources (Zendesk, Slack, Intercom, Jira, Linear, and more).

• Onetime Secret (Support)

  • Onetime Secret lets you create encrypted, self-destructing links to share passwords, credentials, and other sensitive data with customers directly from your ticket workspace. Secrets are encrypted at rest, viewable exactly once, then permanently deleted. Supports all Onetime Secret regions (US, EU, CA, UK, NZ) and custom domains for branded sharing links.

• Super Views (Support) (paid)

  • Super Views replaces native Zendesk ticket views with a faster, richer way to see and triage your tickets. Super Views shows up to 1000 tickets per view with multi-column sorting, color coding, and instant CSV export - all inside the agent workspace.

Products with no updates this week

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