Enhanced session security; embedded templates for AI agents

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

This week's release notes include:

• Admin Center
• Voice
• Knowledge
• AI agents - Advanced
• Analytics
• App Marketplace
• Products with no updates this week

Admin Center

New:

• Zendesk is implementing enhanced session security to detect suspicious activity and patterns that indicate a compromised session. This feature applies to team members (agents and admins), not end users. See Understanding Zendesk session time.

Fixed:

• The contents of the password change email (sent when email notifications are turned on in Admin Center > Account > Security > Advanced > Passwords) and password expiration email have both been updated to align with Zendesk's content standards.

Voice

New:

• You can now change the ringtone of the voice call console and adjust its volume. See Receiving incoming calls.

Fixed:

• Fixed a bug when editing the IVR for longer route names in certain languages. The right side of the UI was being cut off, making it not possible to edit the routes.
• A fix was deployed to restore the call length details in abandoned call tickets, which were missing in certain cases.

Knowledge

New:

• Enabled changing table cell types between data and header cells (th). It means that you can now change the type of a table cell, switching it between:

  • a data cell, which is a regular content cell, <td>

  • a header cell, which is a header cell, <th>

    This feature provides more flexibility when working with complex table structures.

Fixed:

• Fixed an issue where removing several help center languages at once could fail with a conflict error and leave some languages undeleted. Language deletions now complete reliably.
• Fixed an issue where switching between brands in the Knowledge admin pages could trigger a sign-in redirect loop and leave the page stuck.
• Fixed an issue where accounts continued to receive weekly article-verification digest emails after all their verification rules had been deleted.
• Fixed an issue where creating a new help center could add a default article-verification rule that then appeared in the article verification settings of every brand on the account.
• Fixed an issue where legacy editor articles upgraded into the new article service were incorrectly shown as API-managed.

Knowledge Copilot EAP

• Fixed an issue with the same Knowledge copilot recommendations regardless of the selected brand. Recommendations showing in Knowledge admin are now scoped to the active brand, while account-wide guidance still appears for every brand.
• Fixed an issue where users could not see the "Turn on" checkbox to activate the Knowledge copilot EAP.

AI agents - Advanced

New:

• Embedded templates let a procedure call into a focused dialogue template, run that deterministic, rich-UI flow, and then return control back to the procedure to continue where it left off. It gives you both in a single conversation: the flexibility of agentic procedures, plus the precision, control, and rich UI of templates - each one used where it makes the most sense. See Creating and using templates in conversation flows for AI agents.

Analytics

New:

• The AI agent activity dashboard EAP provides real-time visibility into your AI agent activity. You can use this dashboard to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations. See Using the AI agent activity real-time monitoring dashboard.

App Marketplace

New:

• EscalationAI (Support)

  • EsalationAI analyzes every Zendesk ticket in real time using 25+ escalation signals and displays a risk score directly in the ticket sidebar. Agents see the risk score, the specific signals that triggered it, and a recommended action the moment they open a ticket. High-risk tickets are automatically tagged in Zendesk (escalation-risk-red, escalation-risk-orange) so supervisors can monitor them in a dedicated queue. Optional Slack alerts notify your team instantly when a RED risk ticket is detected.

• PDQ Connect (Support)

  • PDQ Connect shows you the PDQ-managed devices associated with a ticket requester's email address, right inside the ticket sidebar. From there you can view device details, open a remote desktop session, or deploy software packages — all without leaving Zendesk.

• Weekly (Support)

  • Weekly brings your full ecommerce operation into the Zendesk ticket sidebar — so support agents never need to leave a ticket to understand a customer. For every ticket, Weekly automatically matches the requester to a customer profile and surfaces: order history with live AfterShip tracking, return and refund status, product inventory levels, payment requests (PayPal), and customer notes — all in one glanceable sidebar.

Products with no updates this week

• Copilot
• AI agents
• Support
• Zendesk Workforce Management (WFM)
• Zendesk QA