Stale API tokens auto-deactivate; live transcripts land for Voice and Contact Center

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
• Contact Center
• Knowledge
• Mobile SDK's
• Apps and integrations
• Products with no updates this week

Admin Center

New:

• As of July 28, API tokens unused for more than 30 days auto-deactivate. Tokens already deactivated for more than 60 days are deleted. New accounts can't create or use API tokens.
• Enhanced session security is rolled out to all accounts as of July 28. See Understanding Zendesk session time.

Copilot

New:

• Auto assist can now access articles with user segment "Visible to everyone" in Knowledge help centers that require a sign-in. To allow that, go to Admin Center > AI > Auto assist > Manage permissions > Internal content and select Visible to everyone from the dropdown.
• The agent workspace list of topics (topic in ticket header and left side field) only shows active topics.

Voice

New:

• Released the ability to view live transcripts in agent workspace. Rollout started on July 29th and will end on August 7th. For more information, see Using real-time AI suggestions for voice calls.

Contact Center

New:

• Agents using native Contact Center can now see real-time agent status, availability, and queue information before transferring a call, helping them choose the right transfer target and set better expectations for queue wait times. See Transferring calls.
• Agents can now view real-time call transcripts with speaker identification, searchable text, and timestamps during active calls. Live transcription is available for Contact Center customers using Amazon Contact Lens. See Using live transcripts.

Fixed:

• We've fixed the following for agent settings:
  • The "Must include area code" validation was defaulting to the US country code when no country code is selected.
  • The desktop phone's empty state was showing a US flag instead of a globe icon, now corrected to the globe icon.
  • The phone type selector was displaying only "Softphone" for the default option, instead of "Softphone (Default)". It now shows "Softphone (Default)" to distinguish it from a non-default softphone selection.
  • The "Leave without saving" error only triggered when navigating to another settings tab, not when closing the tab; this now triggers in both cases.

Knowledge

Knowledge creation and editing

New:

• Callouts, tabs, and accordions now render fully styled in the article preview inside the agent ticket interface, so agents see the same formatting that readers see in the help center. See:
  • Using tabs to group content in the article editor
  • Using accordions to create expandable and collapsible sections in the article editor
  • Using callouts to highlight content in the article editor

Fixed:

• Fixed an issue where the article editor did not show the most recent content for articles managed through the API
• Fixed an issue where agents were sent into a redirect loop when opening Support from the product tray on a host-mapped help center belonging to a secondary brand.

Help Center

New:

• Copenhagen theme: The Help Center API now supports creating and deleting user subscriptions, so you can follow and unfollow a user programmatically instead of only through the help center UI.

Fixed:

• Lisbon theme: Fixed an issue where articles the AI agent referenced in a conversation would not open for accounts using Essential AI Agent
• Articles containing a dynamic content placeholder that no longer resolves now render instead of returning an error.

Web Crawler

New:

• You can now create up to 50 web crawlers per account, up from the previous limit of 20. This allows you to sync and index content from more external sources without needing workarounds.

Fixed:

• Fixed an issue where web crawlers would fail with "Page fetch failed" errors when the URL extraction service was temporarily unavailable, preventing content from being incorrectly purged during transient service issues.

Mobile SDK's

New:

• The SDK is now fully compatible with Android 17, aligning with the latest updates and platform requirements from Google.
• Following a change introduced in Android Gradle Plugin 9.0, applications integrating the SDK must now use the same or a higher compile SDK version. This release requires compileSdk 37. This requirement does not affect the consuming app’s target SDK version. Learn more in the AGP 9.0 release notes.
• The Android Gradle plugin was updated from 8.13.2 to 9.2.1

Fixed:

• Fixed an issue where the navigation bar buttons on Xiaomi devices had poor contrast, improving visibility for the SDK's UI elements.

Apps and integrations

New:

• Guardrails (Support) (paid)

  • Guardrails helps you enforce brand standards, workflow rules, and quality expectations inside the Zendesk agent experience before costly support mistakes happen. Tailor each guardrail carefully based on ticket attributes and agent changes. Use flexible condition logic to define when a guardrail should run, including ticket fields, assignee status, group assignment, custom fields, user role, and more.

• Lleverage (Support)

  • Lleverage is a low-code AI development platform that lets teams build visual workflows by connecting nodes on a canvas. Each node performs a specific function — AI generation, data processing, integrations — that can be chained together to automate business processes. Connect your Zendesk account to Lleverage and use your support data in AI-powered workflows. No code required.

• SevenRooms Reservations (Support) (paid)

  • SevenRooms Reservations brings your restaurant's booking history directly into the Zendesk ticket sidebar, so support agents can see a guest's reservations without switching tools. The app looks up the ticket requester's SevenRooms reservation history by email and lets agents see upcoming and past reservations, plus pending reservation requests, at a glance. Open any reservation or request to view its full details, read-only. Search for any guest's reservations by email address and jump straight to the reservation in SevenRooms to make changes.

• ManoMano Connector by Volvox (Support) (paid)

  • ManoMano Connector by Volvox connects your Zendesk Support instance with ManoMano to unleash the power of seamless order data retrieval from any ManoMano marketplace. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease.

• Attachment Preview & Export (Support) (paid)

  • Attachment Preview & Export allows you to preview attachments in tickets and export them easily. Files can be previewed in a modal or a separate tab, and downloaded individually or in bulk.

• Ticket Field Update Restriction (Support) (paid)

  • Ticket Field Update Restriction restricts updates/modifications on ticket field. You can limit updates based on user roles and groups. An alert will appear in a popup window if restricted field(s) are edited. Changes will be discarded and fields will revert to their previous values.

• Ticket Field Entry Requirement (Support) (paid)

  • Ticket Field Entry Requirement ensures public replies are only allowed when a specified value is entered in a specified ticket field during ticket updates. If the target field is empty or contains an incorrect value, public replies will be disabled. If the target field does not meet its condition, an alert will pop up when the update button is clicked.

• Internal Note Attacher (Support) (paid)

  • Internal Note Attacher displays an internal note field on the sidebar of the ticket screen to help prevent accidental public replies. Press 'Comment' to copy your input into the internal note. You can also configure the 'Comment' button in settings to save input directly as an internal note.

• CaseMargin (Support)

  • CaseMargin helps you read support tickets and write the brief an agent actually needs. The brief builder lives in the ticket sidebar. One click reads the full conversation, comments, internal notes, requester history, and returns a structured brief: what's actually happening, what's already been tried, what the evidence shows, and what to do next. Nothing is invented. When the ticket doesn't have enough information to draw a conclusion, the brief says so.

Products with no updates this week

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