Outbound calls now restricted by group; Knowledge supports PDFs; AI agents support schedules

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

This week's release notes include:

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

Voice

New:

• Admins can now restrict outbound calling to specific groups of agents. See Managing phone line settings.

Fixed:

• Fixed a bug in which calls were reported as assigned to the default group even when the line was external. In fact, external numbers cannot receive calls, so the group should be "NULL". This affected only omnichannel contact center customers.

Knowledge

New:

• The Zendesk connector can now ingest articles from private help centers
• The Zendesk connector supports PDFs as article attachments. To get a feature, enroll in the EAP.
• Box and S3 support PDFs as files. To get a feature, enroll in the EAP.
• The Knowledge copilot recommendations section now includes a "View all recommendations" link that takes you straight to your full list of article and procedure recommendations in Admin Center.

AI agents - Advanced

New:

• Zendesk schedules are now supported in AI agents, allowing the exclusion of holidays from regular working hours when checking agent availability. See Checking business hours and agent availability during AI agent conversations and Configuring escalation strategies and flows for AI agents.

Analytics

New:

• Customer satisfaction (CSAT) ratings are now available in the real-time monitoring ticket progress dashboard. This enhancement allows supervisors and team leads to monitor customer satisfaction performance alongside ticket workflows, enabling faster responses to customer sentiment and more informed team management decisions.

App Marketplace

New:

• Clonepartner (Support)
  • Clonepartner delivers a fully customizable migration tailored to your exact data structures. Migrate your tickets, contacts, and custom fields from any help desk with zero downtime. Run precise point-in-time migrations for the delta to ensure a seamless transition. Connect your account securely via OAuth and Clonepartner will handle the heavy lifting.
• PII Shield (Support) (paid)
  • PII Shield scans Zendesk tickets for sensitive personal information and gives agents the tools to permanently remove it — before it's shared, stored, or audited. All detection runs in the agent's browser. Ticket content is never sent to external servers, never processed by third-party AI, and never stored outside Zendesk. This is a genuine compliance advantage for regulated industries. After every redaction, PII Shield posts a structured internal note to the ticket recording what was removed, which agent removed it, and the exact timestamp. This note is your durable audit trail.
• Netgsm SMS (Support)
  • Netgsm SMS allows your support agents to send SMS messages directly from Zendesk tickets and user profiles without leaving the support interface. Send SMS to customers directly from any ticket or user sidebar. Select from your registered sender names and view SMS delivery status in real time.
• WitWave by Witbor (Support)
  • WitWave by Witbor closes the gap in messaging conversations: your agents can listen, visualize, and send WhatsApp voice notes directly from the ticket interface, without opening external apps and without losing context. Play back previous voice notes of the conversation with an interactive waveform, directly from the ticket. Record new voice notes from the ticket panel and send them to the customer in a single click. WitWave detects whether the ticket is on the WhatsApp channel and alerts the agent before recording, preventing send errors.
• KnowledgeBridge (Support)
  • KnowledgeBridge automatically generates llms.txt and llms-full.txt files from your Zendesk Help Center, making your knowledge base immediately accessible to AI systems, LLM-powered agents, and automated tooling. With one click, KnowledgeBridge fetches all published articles from your Help Center, converts them to clean markdown, and assembles two machine-readable output files, llms.txt and llms-full.txt

Products with no updates this week

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