Supervisor monitor and barge; Android SDK raising min API level

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

This week's release notes include:

• Admin Center
• Voice
• Contact Center
• Apps and integrations
• Mobile SDK's
• App Marketplace
• Products with no updates this week

Admin Center

New:

• Admins on Enterprise plans will see a new permission option called "Manage Zendesk Support apps" when creating or editing custom roles. This permission appears under the Channels section of the custom role configuration page.
• Admin Center now shows proactive reminders 5 minutes and 1 minute before your session reaches its maximum duration and you're signed out. Once signed out, the sign-in page will display that it was due to the maximum duration being met.

Fixed:

• Notifications for API tokens that will be automatically deactivated or deleted starting July 28 were sent on July 23, and again on July 27.

Voice

New:

• Released the ability to auto-accept calls on PSTN lines. Rollout started on July 20 and will end on July 29.

Fixed:

• The Voice API in Messaging was updated and is now compatible with the Help Center authentication. Before, if the option "Turn on help center authentication" was enabled, the messaging widget would throw a 422 error when using Voice. Following the deployment, we also fixed a CORS issue where the authentication would fail if the widget was hosted on an external (non-Zendesk) domain.
• Fixed a bug where the agent ringtone configuration appeared in other agents' profiles, falsely implying one agent could change another's ringtone. In reality, agents can only modify their own ringtone.
• Fixed a bug in which the custom ringtone would continue to ring if the agent changed their status while the call was ringing.

Contact Center

New:

• When using the channel switcher to place an outbound call from a ticket, if you use the “Enter phone number” option, the call will be linked to the ticket. The agent can clear the linkage if needed.
• Agents are now able to download logs to troubleshoot issues, with visibility into agent activity, state changes, API calls, warnings, and errors.
• Agents can now turn on browser notifications for voice calls to stay aware of incoming calls even when the browser is not in focus. When enabled, notifications show caller information, and clicking them takes agents to the Zendesk tab, where they can accept or reject the call.
• Added support for Jabra headset controls, allowing users to answer, mute, unmute, and end calls directly from supported headset buttons while keeping call and availability states in sync with Agent Workspace.
• Admins can now enable automatic call acceptance for agents, set on a per-user basis.
• Supervisor monitor & barge - This new feature provides supervisors with two new ways to participate in their teams’ calls by silently monitoring the call and barging into the call as needed.
• When a call arrives from an anonymous or private number, Zendesk now creates a new user profile and ticket.
• We've updated the phone icon label from Contact Center to Voice. This change represents the specific channel rather than a product name, and it is part of an ongoing effort to replace product names in the application with clearer navigation and labels.

Contact Center app

• The Contact Center app can now be configured to run without Cognito. If you’re having issues related to authentication (missed calls, agent logout), submit a request to Zendesk Customer Support.
• Removed customer profiles-related UI for customers who don’t use customer profiles.

Fixed:

Contact Center app

• When a missed call is routed back to the same agent in Contact Center, the answer option is delayed, and the accept and decline controls remain on screen after the call is accepted, leaving the call UI in an inconsistent state until the application is refreshed.
• If an agent missed an inbound call and was auto-set to Unavailable, switching back to Available could leave the call console in a broken state. This update restores normal call flow and console behavior so agents can continue handling calls without needing to refresh or logout and login.

Apps and integrations

New:

• Updated the Zendesk Slack app layout with dedicated Chat and History tabs, accessible via the main app view or Slack's split-view side panel.

• Active conversational chat features will be available exclusively for Employee Service (ES) accounts on July 30.

Mobile SDK's

Android

Breaking Change Notice: The next major version of the Android SDK will require a minimum API level of 24 (Android 7.0). This update is necessary to support the latest Compose BOM requirements.

New:

• End users can now upload file attachments from within conversation extension web views using the native file picker.
• End users can now download a transcript of their conversation directly from the conversation screen. See How to enable download transcripts.

Fixed:

• Fixed an issue where the conversation header subtitle could briefly appear while the conversation was loading or being transferred to an agent or bot.
• Fixed an issue where the typing indicator did not display the agent's name while they were typing.
• Fixed an issue where shorthand color values (such as #fff or #000) from theme settings were not applied correctly and fell back to the default color.
• Fixed a regression where calling the NewConversation API opened an existing conversation instead of creating a new one.
• Updated the SDK to Kotlin 2.2.21 to support Kotlin versions 2.1 through 2.3. Compatibility for version 2.0.x is now deprecated. This update ensures compatibility for customer applications built on recent Kotlin releases.

iOS

New:

• The SDK now requires a minimum deployment target of iOS 16. Make sure your app targets iOS 16 or later before updating.

Fixed:

• Fixed an issue where deep links to older conversations could fail to open because the cache was validated too early.
• Fixed an issue where a cached session was not cleared on expired-JWT logout when switching between users.
• Fixed an issue where buttons containing no text were not visible.
• Fixed a VoiceOver accessibility issue so the "New" messages divider is now correctly announced.
• Fixed an issue so file label text now respects the device's accessibility text size settings.

App Marketplace

New:

• Problem Portfolio (Support)

  • Problem Portfolio helps you manage problem tickets and their linked incidents from a single dashboard. A navbar dashboard lists every active Problem with the count of linked Incidents, the age of the oldest Incident, and a severity score computed from impact. Filter by assignee, priority, tag, or any existing custom field — and group Problems by any dimension you choose. Drill into a Problem to see all linked Incidents. Multi-select and bulk-solve, bulk-tag, or bulk-reassign up to 100 Incidents at a time with rate-limit-aware chunking.

• Access Monitor (Support) (paid)

  • Access Monitor helps you see who opens sensitive Zendesk tickets and logs it automatically. Set rules on ticket tags, agent roles, or non-assignee views. When a rule matches, Access Monitor can do things like add a short private internal note to the ticket, apply a tag, log the view in a dedicated access monitor, track last viewer, last view time, and running view count, or add specified agents as ticket followers so they are notified.

• Mello Claims (Support)

  • Mello is a freight audit and claims platform that helps shippers and logistics teams recover money lost to carrier errors. Mello automatically audits parcel and freight invoices for overcharges and streamlines the filing and tracking of damage, loss, and shortage claims across carriers — turning a slow, manual recovery process into an automated one. Mello Claims brings that recovery workflow directly into Zendesk Support. When a customer contacts your team about a damaged, lost, or delayed shipment, your agents can file a Mello claim without ever leaving the ticket.

• Hide.fy (Support) (paid)

  • HIde.fy gives you instant, fine-grained control over what each agent sees in Zendesk. No code. No workarounds. Rules apply in real time, directly inside Zendesk Support. Hide.fy lets you define exactly what each agent, group, or brand sees — and everything else disappears. Automatically. Rules are built visually in a central dashboard and take effect immediately — no deploys, no configuration files, no developer required.

• Skip.ly (Support) (paid)

  • Skip.ly turns Zendesk's skip log into a live, filterable analytics dashboard. Get visibility into skip volume over time, who is skipping the most tickets, which skip reasons come up most, top tickets that get skipped, which customers are skipped the most, and more.

• Enreach Omnichannel (Support)

  • Enreach Omnichannel lets you make and receive calls from Zendesk, automate ticket creation, and record call information. Easily integrate your phone system from the Zendesk control panel.

• Luna (Theme)

  • Luna is a modern, fully responsive Zendesk Guide Help Center theme for teams that want a polished self-service experience without writing custom code. Built on Templating API v4, Luna covers the full Guide ecosystem—knowledge base, community, requests, approvals, generative answers, and service catalog—with a cohesive visual system and 80+ theme settings organized in a clear admin panel.

• Monday.com by Git-Zen (Support) (paid)

  • Monday.com by Git-Zen lets you create Monday.com items from Zendesk and sync updates both ways. Your operations and project work lives on monday.com boards. Your customer issues live in Zendesk. When those two worlds don't talk, teams duplicate effort, and customers wait longer than they should. Git-Zen connects them so Zendesk tickets flow directly into monday.com, and every board update is automatically visible in the ticket.

• Trello by Git-Zen (Support) (paid)

  • Trello by Git-Zen lets you create Trello cards from Zendesk and sync updates both ways. Your team tracks work on Trello boards. Customer issues come in through Zendesk. Right now, moving something from one to the other means copying and pasting, and then manually checking on progress. Git-Zen creates that connection automatically. Create cards from tickets, sync comments, and see every board update inside Zendesk.

• Asana by Git-Zen (Support) (paid)

  • Asana by Git-Zen lets you create Asana tasks from Zendesk tickets and sync comments both ways. Support tickets that need cross-team action often fall through the cracks. An agent files a bug, a feature request goes in Slack, and nobody tracks whether anything actually happened. Git-Zen gives every Zendesk ticket a direct line into Asana. Create tasks, set assignees, and watch updates flow back automatically.

• ClickUp by Git-Zen (Support) (paid)

  • ClickUp by Git-Zen lets you create ClickUp tasks from Zendesk tickets and sync comments both ways. Your roadmap lives in ClickUp. Customer issues live in Zendesk. Without a connection between them, support agents are guessing at status and product teams are missing customer context. Git-Zen links both tools so ticket escalations land directly in ClickUp, and every update flows back to Zendesk automatically.

• Notion by Git-Zen (Support) (paid)

  • Notion by Git-Zen lets you create Notion pages from Zendesk tickets and sync comments both ways. Your team documents everything in Notion: product decisions, bug tracking, project work. Your customers submit issues in Zendesk. Git-Zen connects both, so support tickets can create and link directly to Notion pages, and updates flow back automatically.

Products with no updates this week

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