---
name: Release notes
slug: release-notes
type: feed
source_url: https://support.zendesk.com/hc/en-us/sections/4405298847002-Release-notes
organization: Zendesk
organization_slug: zendesk
total_releases: 52
latest_date: 2026-06-01
last_updated: 2026-06-04
tracking_since: 2025-05-26
canonical: https://releases.sh/zendesk/release-notes
organization_url: https://releases.sh/zendesk
---
## Release notes through 2026-05-29
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10831960298522) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- App Marketplace
- Products with no updates this week
## Copilot
**New**:
- Admin copilot is [now available](https://support.zendesk.com/hc/en-us/articles/10756096986394) to all Zendesk customers on Suite Professional and above accounts at no additional cost. This gives admins access to AI-powered insights, recommendations, and conversational assistance to help optimize their Zendesk setup.
## Knowledge
**New**
- When [tracking your support and service requests](https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_qgd_mqd_yy) in the Customer Portal, all fields available for selection are specific to your selected brand and help center. All columns that are displayed in the list of requests are also shown in the drop-down menu together with the six system field columns.
## App Marketplace
**New:**
- [VOC Patterns by Zendesk](https://www.zendesk.com/marketplace/apps/support/1201465/voc-patterns/) (**Support**)
- [VOC Patterns](https://www.zendesk.com/marketplace/apps/support/1201465/voc-patterns/) is a proactive analysis tool that analyzes support tickets to reveal customer trends, common issues, and improvement opportunities, developed by Zendesk Labs. Surface recurring customer pain points, highlight top drivers of customer satisfaction or frustration, spot improvement opportunities and quick wins, and track trends in ticket volume or customer feedback.
- [Inkeep Agents](https://www.zendesk.com/marketplace/apps/support/1241226/inkeep-agents/) **(Support)**
- Inkeep is an AI agent platform for teams and enterprises. Configure agents with the knowledge, tools, skills, workflows, and MCP integrations your team needs. Chat with the agents your team has configured, generate grounded reply drafts, and apply them to tickets in one click. Connect to your knowledge base, third party services, and more.
- [Aurora](https://www.zendesk.com/marketplace/themes/420/aurora/) **(Theme)**
- Aurora is a light, gradient-rich Zendesk help center theme designed for SaaS, creative tools, and modern tech products that take design seriously. Purple-to-pink-to-blue gradient meshes, frosted glass cards, and generous whitespace create a luminous visual system that feels polished without feeling heavy. DM Sans carries both headings and body text with geometric precision, keeping the reading experience clean while layered gradients add depth and delight.
- [Basecamp](https://www.zendesk.com/marketplace/themes/421/basecamp/) **(Theme)**
- Basecamp is a rugged-refined Zendesk help center theme designed for brands that get people outside. Forest green and blaze orange on sandy cream neutrals, topographic textures, and badge-style labels create a look that feels like a trailhead map, not a ticket system. Bricolage Grotesque headings bring distinctive adventure-craft character. Inter body text keeps long trail guides and travel content easy to scan. An optional dark mode rounds out the campfire-reading experience.
- [Capsule](https://www.zendesk.com/marketplace/themes/422/capsule/) **(Theme)**
- Capsule is a clean, approachable Zendesk help center theme designed for pharmacy, supplement, and health and wellness brands. Teal brand color, warm peach surfaces, and mint-tinted card backgrounds create a palette that feels both trustworthy and welcoming. Figtree typography, with its warm geometric curves, carries both headings and body text with a friendly modern quality. Pill-shaped buttons and rounded cards reinforce the health identity without the cold weight of a clinical interface.
- [Monchart Analytics](https://www.zendesk.com/marketplace/apps/support/1236097/monchart/) **(Support)**
- Monchart Analytics turns your Zendesk ticket data into clean, embeddable charts in seconds — right from your Support top bar. Monchart reads your account's active custom ticket fields via the Ticket Fields API and lets you pick any dropdown, checkbox, or multi-select field to visualize. Custom field values are not stored — data is aggregated in-browser and only the aggregated counts are saved.
- [Dynamic Content Manager by LEAFWORKS](https://www.zendesk.com/marketplace/apps/support/1248701/dynamic-content-manager-by-leafworks/) **(Support, paid)**
- Dynamic Content Manager by LEAFWORKS makes managing dynamic content in Zendesk faster, cleaner, and far more intuitive than the standard admin interface. Create, edit, organize, and maintain dynamic content and language variants in one modern workspace—without endless clicks, page switching, or losing track of what content exists. Switch effortlessly between language variants, create missing translations without jumping between pages, and preview every variant before publishing—including HTML content for signatures or help center articles.
- [Ticket Generator](https://www.zendesk.com/marketplace/apps/support/1239545/ticket-generator/) **(Support, paid)**
- Ticket Generator creates realistic, AI-powered sample tickets directly inside your Zendesk, configured to your industry, team structure, and ticket types. No copy-pasting, no lorem ipsum, no fake names.
- [Forest Admin](https://www.zendesk.com/marketplace/apps/support/1231469/forest-admin/) **(Support)**
- Forest Admin is the ops orchestration layer for fintechs, where humans and AI agents run compliance and business operations together, across any supplier and any database. Your data never leaves your infrastructure. This integration connects your Zendesk support tickets directly to Forest Admin. Without leaving a ticket, your support team can view linked customer records, search across your Forest Admin collections, and execute Smart Actions such as refunds or account updates — with permissions and audit trail fully enforced.
- [Conversation Analysis](https://www.zendesk.com/marketplace/apps/support/1243072/conversation-analysis/) **(Support) (paid)**
- Conversation Analysis is a powerful admin and manager tool designed to surface insights hidden within Zendesk ticket conversations. Search across all ticket comments using comma-separated keywords or phrases and instantly retrieve matching tickets with highlighted snippets for fast context. Refine results using multi-select filters for status, group, brand, author type, visibility, date ranges, and custom ticket fields.
- [Micromerce](https://www.zendesk.com/marketplace/apps/support/1242146/micromerce/) **(Support)**
- Micromerce helps you turn Zendesk data into better onboarding experiences. Your support team sees problems first. When an onboarding goes sideways, it usually shows up in Zendesk long before anyone flags it in a status meeting. Micromerce takes that signal — along with data from your CRM, billing, project tools, and legacy systems — and turns it into a real-time picture of every customer implementation you're running.
- [SummaryFalcon](https://www.zendesk.com/marketplace/apps/support/1233797/summaryfalcon/) **(Support) (paid)**
- SummaryFalcon analyzes Zendesk tickets to generate concise intent summaries, categories, and sentiment so agents can triage faster, respond consistently, and monitor trends.
## Products with no updates this week
- Support
- Admin Center
- AI agents - Advanced
- AI Agents
- Analytics
- Voice
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-05-22
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10609395164442) section for an overview of what was released last month.
This week's release notes include:
- App Marketplace
- Products with no updates this week
## App Marketplace
**New:**
- [Allegro Connector by Volvox](https://www.zendesk.com/marketplace/apps/support/1234264/allegro-connector-by-volvox/) **(Support) (paid)**
- Allegro Connector by Volvox unleashes the power of seamless order data retrieval from any Allegro marketplace. Effortlessly retrieve order details directly from a ticket field. View detailed billing and shipping information for the ticket instantly. Access comprehensive parcel tracking details with ease.
- [Sidebar Search](https://www.zendesk.com/marketplace/apps/support/1238607/sidebar-search/) **(Support)**
- Sidebar Search reads the current ticket subject and selected ticket custom field values, then turns those values into quick search suggestions in the sidebar. Agents can click a suggestion or type a query to search tickets, users, and organizations inside Zendesk. The app uses Zendesk ticket data and Zendesk search to show related records.
- [iFrame by Kundelab](https://www.zendesk.com/marketplace/apps/support/1238550/iframe-by-kundelab/) **(Support)**
- iFrame by Kundelab displays a website inside the Zendesk Support nav bar through an iframe-based app view. It is a lightweight wrapper for surfacing external tools, dashboards, portals, and other web-based experiences inside Zendesk.
## Products with no updates this week
- Support
- Copilot
- Admin Center
- AI agents - Advanced
- AI Agents and Knowledge
- Analytics
- Voice
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-05-15
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10609395164442) section for an overview of what was released last month.
This week's release notes include:
- Support
- Copilot
- App Marketplace
- Products with no updates this week
## Support
**New:**
- Introduced several enhancements to action builders and custom actions that give customers more visibility, flexibility, and scale when building action flows. See [Understanding the action builder and action flows](https://support.zendesk.com/hc/en-us/articles/8855513857306) and [Creating action flows to automate processes](https://support.zendesk.com/hc/en-us/articles/8855601898266).
- Custom objects now support a new type of custom field, *currency fields*. The currency field lets you store and manage pricing information directly within your services, orders, and contracts.
- With this EAP, admins can describe what they need in simple, everyday language, and then view and refine custom objects and fields modeling that. See [Creating custom objects using the AI object builder (EAP)](https://support.zendesk.com/hc/en-us/articles/5392409465370#topic_mvf_jtk_1jc).
- Introduced parent-child relationships and roll-up summaries for the custom objects open EAP.
- Custom objects are now native in action builder.
## Copilot
**New:**
- Auto assist is now aware of your account time zone and can use that information when creating suggestions
## App Marketplace
**New:**
- [Configly](https://www.zendesk.com/marketplace/apps/support/1236340/configly/) **(Support)**
- Configly helps you instantly see broken references and config issues in your Zendesk. Configly scans your instance and shows you what's wrong: triggers pointing at deleted groups, automations that haven't fired in months, macros nobody uses, SLA policies with logic gaps. Connect via OAuth, see your findings in under a minute. No trial.
- [Alchemy](https://www.zendesk.com/marketplace/themes/418/alchemy/) **(Theme)**
- Alchemy is a dark, engineering-grade Zendesk Help Center theme designed for brands with a modern, technical aesthetic. Hex-tinted palette, monospace code blocks, neon accents, and a layout built for scannable content. If your product UI leans toward terminals, dashboards, or protocol-grade interfaces, Alchemy gives your help center the same considered design language.
- [Git-Zen for Linear](https://www.zendesk.com/marketplace/apps/support/1236193/git-zen-for-linear--zendesk-integration/) **(Support) (paid)**
- Git-Zen for Linear bridges that gap between Zendesk and Linear so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Linear issues directly from Zendesk tickets, set all Linear fields when creating issues from Zendesk, link as many Linear issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.
- [Git-Zen for Jira](https://www.zendesk.com/marketplace/apps/support/1243012/git-zen-for-jira--zendesk-integration/) **(Support) (paid)**
- Git-Zen for Jira bridges that gap between Zendesk and Jira so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Jira issues directly from Zendesk tickets, set all Jira fields when creating issues from Zendesk, link as many Jira issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.
- [Zendesk Support Assistant for Microsoft 365](https://www.zendesk.com/marketplace/apps/support/1244639/zendesk-support-assistant-for-microsoft-365/) **(Support)**
- Zendesk Support Assistant for Microsoft 365 embeds exceptional service right in your team’s flow of work with enterprise-grade governance. AI-powered support enables teams to resolve issues faster while keeping service secure. Search and retrieve tickets by ID, subject, assignee, or user, create tickets and add comments or notes, and update ticket status, priority, assignee, and tags.
- [Journeys](https://www.zendesk.com/marketplace/apps/support/1202156/journeys/) **(Support)**
- Journeys turns structured Zendesk workflows into clear, branded, mobile-friendly progress experiences for the customers and employees on the other side of the work. Onboarding, approvals, service activation, applications, complex internal requests: anything that unfolds across phases, teams, and time. Instead of digging through ticket threads or sending yet another status request, the person waiting on the outcome gets a guided view of where they are, what is complete, what is happening now, and what comes next.
- [Quick Links](https://www.zendesk.com/marketplace/apps/support/1237387/quick-links/) **(Support) (paid)**
- Quick Links helps support teams launch the right tools from the Zendesk sidebar without copy and paste. Create grouped links with dynamic placeholders, target them to specific Zendesk agent groups, optionally add ticket tags on click, customize button colors, and search links instantly in the sidebar.
- [RuleScope](https://www.zendesk.com/marketplace/apps/support/1221553/rulescope/?) **(Support) (paid)**
- RuleScope gives Zendesk admins instant visibility into trigger health. Click **Scan** and get a full report in seconds — no configuration required. Identify things like action conflicts, dead rules, redundant triggers, and execution order issues. Pick any trigger, load a real ticket (or enter values manually), and RuleScope evaluates every condition to show exactly which ones pass, fail, or are unknown. It highlights blockers and suggests what to change so the trigger would fire.
- [NexuDesk AI](https://www.zendesk.com/marketplace/apps/support/1236207/nexudesk-ai/) **(Support)**
- NexuDesk AI builds workflow tools that help customer support teams improve response quality, reduce repetitive work, and keep operational data organized inside Zendesk. NexuDesk AI is an agent copilot for Zendesk Support that analyzes the current ticket, summarizes the customer's goal and blockers, identifies risk signals, suggests issue classifications, extracts product problems, and drafts policy-aware replies that agents can review before sending.
- [Street.co.uk Data Viewer](https://www.zendesk.com/marketplace/apps/support/1225787/streetcouk-data-viewer/) **(Support) (paid)**
- Street.co.uk Data Viewer lets you instantly view street.co.uk data inside Zendesk tickets. Show name (linked to Street), address, phones, marketing consent, contact preferences, and compact role status chips for Vendor (VN), Landlord (LL), and Tenant (TT) where applicable based off the ticket requester's email address. The app also shows Vendor, Tenant, and/or Landlord tabs when those roles apply.
- [Connect Instagram by Vaimo](https://www.zendesk.com/marketplace/apps/support/1226546/connect-instagram-by-vaimo/) **(Support) (paid)**
- Connect Instagram by Vaimo lets you connect your Instagram account to your Zendesk Support, so you’ll receive and be able to reply to comments on your Instagram posts from Support. Posts and comments from your connected Instagram account will be integrated directly into your normal workflow, so you can reach and reply to your audience on Instagram without leaving Zendesk Support - you can even see your Instagram post’s image.
- [ScreenReply](https://www.zendesk.com/marketplace/apps/support/1226775/screenreply/) **(Support)**
- ScreenReply allows you to request, record, and resolve complex technical issues without ever leaving your Zendesk workspace. Generate unique screen recording links directly from your customer chat to get visual context in minutes. Skip long video playbacks with AI generated concise text summaries and extracted key moments with clickable timestamps.
- [ReturnZap](https://www.zendesk.com/marketplace/apps/support/1231410/returnzap/) **(Support)**
- ReturnZap is a Shopify-native returns platform purpose-built for e-commerce merchants who take their post-purchase experience seriously. The ReturnZap Zendesk integration puts return data where your support team already works. When a ticket opens, the sidebar surfaces the customer's return information automatically — no tab switching, no manual order lookups, no time wasted.
## Products with no updates this week
- Admin Center
- AI agents - Advanced
- AI Agents and Knowledge
- Analytics
- Voice
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-05-08
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10609395164442) section for an overview of what was released last month.
This week's release notes include:
- Support
- Copilot
- Voice
- App Marketplace
- Products with no updates this week
## Support
**New:**
- Beginning July 30th, we will be applying rate limits to the *ticket\_updates* endpoint for legacy accounts created before July 2019. See [Best Practices to Avoid Rate Limiting](https://developer.zendesk.com/documentation/api-basics/best-practices/best-practices-for-avoiding-rate-limiting/?_gl=1*j6w079*_ga*MjA2NjcxOTEuMTc2OTcwNzQzNw..*_ga_0G6FC9CS2V*czE3Nzg1MTQyMzIkbzYzMiRnMSR0MTc3ODUxNDk0MyRqMzgkbDAkaDA.).
- We've made some minor changes to downgrading an agent that will help prevent tickets from entering a state where they cannot be updated by the agent assigned to them. See [Changing an Agent’s role](https://support.zendesk.com/hc/en-us/articles/4409155967258-Changing-an-agent-s-role).
## Copilot
**New:**
- We're launching two powerful new recommendation categories in the Admin Copilot feed: **Macro Content Suggestions (MCS)** and **Trust & Safety**. MCS replaces the legacy macro suggestions tab with data-driven insights into agent workflows. At the same time, Trust & Safety surfaces critical security gaps (such as 2FA and SSO configurations) that admins can fix in just a few clicks.
**Fixed:**
- The latest change on the intent will be propagated to the ticket field values, making it visible in the Agent Workspace, Admin Center (triggers, automations, etc), and in the intelligent triage dashboard
## Voice
**Fixed:**
- Fixed a bug in which, on rare occasions, requests to the TPE API would fail due to a race condition.
## App Marketplace
**New:**
- [Birdie.ai](https://www.zendesk.com/marketplace/apps/support/1235471/birdieai/) **(Support)**
- Birdie.ai is a customer intelligence platform that helps companies turn customer feedback into valuable insights. By leveraging AI, Birdie connects with Zendesk to transform support tickets into structured, actionable insights, enabling teams to understand user needs better, identify issues, and drive meaningful improvements across product and experience.
- [Support Operations Dashboard](https://www.zendesk.com/marketplace/apps/support/1233878/support-operations-dashboard/) **(Support) (paid)**
- Support Operations Dashboard is a modern analytics app built for Zendesk teams that need clearer visibility into ticket activity, backlog health, SLA performance, agent workload, and operational risk. The app provides an interactive dashboard directly inside Zendesk, allowing agents, managers, and support leaders to monitor key support metrics without exporting data to external tools.
- [Helply Copilot for Zendesk](https://www.zendesk.com/marketplace/apps/support/1232489/helply-copilot-for-zendesk/) **(Support)**
- Helply Copilot helps support agents respond faster using your trained knowledge base. Get AI-powered reply suggestions, search your internal KB, and summarize ticket conversations.
- [Dusk and Dawn](https://www.zendesk.com/marketplace/themes/417/dusk-and-dawn/) **(Theme)**
- Dusk and Dawn is a premium, editorial-style Zendesk Help Center theme that blends large serif typography with generous whitespace for a refined, modern look. Customize colors, fonts, hero layouts, feature cards, trending search terms, and footer links — all from the Settings panel, no coding required. Clean templates make code-level edits easy, too.
- [Whats Your Problem](https://www.zendesk.com/marketplace/apps/support/1150358/whats-your-problem/) **(Support)**
- Whats Your Problem provides deep, actionable insights directly from your tickets. Whether analyzing tickets from the past week, month, or even year, the app provides both predefined insights and the flexibility to explore specific issues relevant to your organization. Gain instant clarity with a concise overview of key findings, quickly pinpoint and prioritize critical customer concerns, understand customer emotions at scale, proactively spot emerging issues and trends, and more.
- [Ticket Merger Pro](https://www.zendesk.com/marketplace/apps/support/1233635/ticket-merger-pro/) **(Support) (paid)**
- Ticket Merger Pro eliminates the manual labor of cleaning up your queue. Built for modern, high-volume support teams, this app instantly scans for open duplicate tickets the moment you open a requester's profile. With a single click, it extracts the entire conversation history, compiles it into beautifully formatted internal notes on your active ticket, and automatically closes the duplicates.
- [Twenty CRM Data Viewer](https://www.zendesk.com/marketplace/apps/support/1235533/twenty-crm-data-viewer/) **(Support) (paid)**
- Twenty CRM Data Viewer lets you view Twenty CRM contact, company, and deal context from within Zendesk Support tickets. When a ticket loads, the app resolves the requester to a Twenty person by email, retries transient requester updates, and refreshes automatically when the Zendesk requester changes (including common requester-change events).
## Products with no updates this week
- Admin Center
- AI agents - Advanced
- AI Agents and Knowledge
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-05-01
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10609395164442) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- AI agents - Advanced
- AI Agents and Knowledge
- Copilot
- App Marketplace
- Products with no updates this week
## Admin Center
**New:**
- As previously announced, starting April 30, 2026, default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.
## AI agents - Advanced
**New:**
- Voice AI agents now support multiple languages for all EAP participants. You can add a new language, configure a locale, and start building multilingual experiences.
- Improved how the agent handles digit verification prompts. The AI now focuses on validating collected numbers against requirements rather than “counting” digits, resulting in more reliable verification flows.
- Improved turn-detection capabilities, allowing the AI to better identify when a user has finished speaking. This reduces interruptions, improves pause handling, and enhances transcription accuracy.
## AI Agents and Knowledge
**New:**
- Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. See [Viewing the automation potential report](https://support.zendesk.com/hc/en-us/articles/9877546283930#topic_ncg_l2y_4hc).
## Copilot
**New:**
- Starting May 05, we're introducing capped usage of the Copilot AI ticket summary feature for Suite, Support, and Employee Service Professional plans and above at no additional cost. This feature instantly transforms long, complex ticket histories into clear, actionable overviews. See [Turning on and configuring AI-generated ticket summaries](https://support.zendesk.com/hc/en-us/articles/8037565521946).
## App Marketplace
**New:**
- [Returnless Connector by VolvoxCX Digital](https://www.zendesk.com/marketplace/apps/support/1231091/returnless-connector-by-volvoxcx-digital/) **(Support)**
- Returnless Connector by VolvoxCX Digital connects your Zendesk workspace with Returnless, allowing agents to view, approve, and manage returns in real time — without leaving the ticket. Get real-time return details that include information such as full return history per customer, item details, photos, return reasons, live status updates, and one-click approval or rejection. New returns automatically create Zendesk tickets with pre-filled RMA and return data.
- [Sentinel](https://www.zendesk.com/marketplace/apps/support/1218601/sentinel/) **(Support)**
- Sentinel helps you detect AI-generated and manipulated images in support tickets. Fraudulent support claims backed by AI-generated photos are on the rise. Fake product damage, fabricated receipts, and synthetic proof-of-purchase images slip past manual review — costing businesses thousands in false refunds. Sentinel adds an automated layer of protection directly inside your Zendesk agent workspace. Every image attached to a ticket is analyzed by a multi-engine AI detection pipeline, providing your agents with instant, actionable insight into whether it is authentic or synthetic.
## Products with no updates this week
- Support
- Voice
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-04-24
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10479706763162) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Messaging and live chat
- App Marketplace
- Products with no updates this week
## Admin Center
**New:**
- The [Verify anonymous requests setting](https://support.zendesk.com/hc/en-us/articles/4408881989018-Enabling-anyone-to-submit-tickets#topic_5m2_5qm_mj) is now captured in the audit log.
## Messaging and live chat
**New:**
- Agents now have greater flexibility when managing disruptive users by enabling suspension on the messaging channel only. The previous capability remains available – agents can suspend across all channels at once if they prefer. The rollout starts on April 21st and completes on April 27th, 2026.
See [Suspending and unsuspending end users](https://support.zendesk.com/hc/en-us/articles/4408889293978) and [Understanding and allowing user suspension](https://support.zendesk.com/hc/en-us/articles/8009733465370).
## App Marketplace
**New:**
- [claim.me](https://www.zendesk.com/marketplace/apps/support/1209068/claimme/) **(Support)**
- claim.me is the specialized claims management platform designed to remove the friction from parcel claims across Europe. Whether you ship with DHL, DPD, PostNL, or any other major carrier, claim.me standardizes the chaos of carrier claims into one automated workflow. The claim.me Zendesk App embeds a powerful claim submission engine directly into your support tickets. Stop wasting hours in email inboxes and carrier portals, and start resolving delivery issues where your agents already work.
- [ResolveAI](https://www.zendesk.com/marketplace/apps/support/1221998/resolveai/) **(Support)**
- ResolveAI is Labor as a Service (LaaS) for Zendesk — an AI support employee that handles tickets end-to-end, not just a chatbot. ResolveAI reads incoming tickets and searches your Help Center for accurate answers, responds autonomously with complete solutions, and escalates complex issues to human agents with full context.
- [SideTicket](https://www.zendesk.com/marketplace/apps/support/1228471/sideticket/) **(Support) (paid)**
- SideTicket lets support agents instantly pull up any ticket in a sidebar panel, right next to the one they're already working on. No tab-switching. No lost context. No broken workflows. With SideTicket installed, agents get a dedicated sidebar panel inside every Zendesk ticket. Search for any ticket by ID, subject, or comment content — and open it inline, right there in the sidebar. Full conversation thread.
- [ConnectWise Reports and Dashboards(formerly BrightGauge)](https://www.zendesk.com/marketplace/apps/support/1228121/connectwise-reports-and-dashboardsformerly-brightgauge/) **(Support)**
- ConnectWise Reports and Dashboards gives you the ability to create real-time dashboards, customized client reporting, automated KPI reporting, and interactive scorecards from Zendesk and all your other data sources. No more logging in and out, toggling windows, or juggling multiple platforms; ConnectWise Reports eliminates the data silo to save you precious time and energy.
- [Grypp - Unite through Sight](https://www.zendesk.com/marketplace/apps/support/1222142/grypp---unite-through-sight/) **(Support)**
- Grypp is a visual engagement platform built for customer service, support, sales, and onboarding teams. It helps agents move beyond voice-only support by adding secure visual tools that make it easier to see issues, guide customers, complete tasks, and improve outcomes in real time. Use app-free one-way video and live visual guidance to troubleshoot issues faster, co-browse websites and digital journeys in real time to guide support interactions, share, receive, and review documents and files during the interaction, and more with this integration.
- [Screen Recording by Userplane](https://www.zendesk.com/marketplace/apps/support/1229987/screen-recording-by-userplane/) **(Support)**
- Screen Recording by Userplane lets support teams request and receive screen recordings directly inside Zendesk, so you can see exactly what went wrong and resolve tickets up to 60% faster. Eliminate unnecessary follow-ups. Send one-click recording links right from Zendesk. Let customers show you exactly what they're seeing. Get the complete technical context upfront. Automatically collect network requests, browser logs, and device metadata to better triage customer issues.
- [AI Chatbot Assistant by IntegrateCloud](https://www.zendesk.com/marketplace/apps/support/1228336/ai-chatbot-assistant-by-integratecloud/) **(Support)**
- AI Chatbot Assistant by IntegrateCloud adds an AI assistant directly in the ticket sidebar. Train the bot on your website or documentation URLs, then ask questions and get instant answers with source links—helping agents resolve tickets faster.
- [Agent Ticket Chat](https://www.zendesk.com/marketplace/apps/support/1226340/agent-ticket-chat/) **(Support) (paid)**
- Agent Ticket Chat brings real-time chat directly into the ticket sidebar so your team can coordinate on tickets without cluttering the thread or switching tools. Agent Ticket Chat is an in-sidebar app that provides agents with a dedicated chat room for each ticket. Discuss the case with other agents viewing the same ticket, see who's viewing in real time, @mention teammates to pull them in, and save the full conversation to the ticket as an internal note with one click. Everything stays in context and in Zendesk.
- [CallConnect - Call Export](https://www.zendesk.com/marketplace/apps/support/1230839/callconnect---call-export/) **(Support)**
- CallConnect - Call Export is a cloud-based phone system designed for customer support and sales teams. It allows users to make and receive calls directly from a web browser and features capabilities such as call recording, note-taking, tagging, and CRM integration.
## Products with no updates this week
- Support
- Voice
- Copilot
- AI agents - Advanced
- AI Agents and Knowledge
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-04-17
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10479706763162) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- AI Agents and Knowledge
- Messaging and live chat
- App Marketplace
- Products with no updates this week
## Copilot
**New:**
- Auto assist now reacts to agent comments as long as the agent is a requester, and it treats them as end-users. This opens up employee service and other use cases in which both the requester and the assignee are agents.
## AI Agents and Knowledge
**New:**
- You can now [set visibility](https://support.zendesk.com/hc/en-us/articles/4408844090522-Hiding-and-showing-elements-in-your-Copenhagen-standard-theme#:~:text=click%20Publish.-,Setting%20visibility%20for%20suggested%20articles%20in%20the%20request%20form,-In%20the%20Copenhagen) for showing users a list of suggested articles in the new request form. Setting visibility for suggested articles in the request form.
**Fixed:**
- Answer length settings for generative replies are now respected in the agent responses.
## Messaging and live chat
**New:**
**Chat to Messaging Migration**
- Voluntary (self-serve) migration in messaging is now GA.
The migration wizard adapts to each account's history to ensure data integrity:
- For first-time migrations, users see a step-by-step walkthrough of the transition.
Legacy Reverts:
- For accounts that migrated previously and then reverted, successful settings are preserved, and friction points from the previous attempt are resolved. Customers pick up where they left off.
[Read more](https://support.zendesk.com/hc/en-us/articles/9435865466906).
## App Marketplace
**New:**
- [Genesys Cloud Connector for Zendesk](https://www.zendesk.com/marketplace/apps/support/1221750/genesys-cloud-connector-for-zendesk/) **(Support)**
- Genesys Cloud Connector for Zendesk is a powerful, flexible, and easy-to-deploy solution that embeds advanced Genesys Cloud capabilities directly into your Zendesk environment, delivering a fluid experience for agents and a seamless journey for your customers. With features like screen-pop, automatic interaction data sync, click-to-dial, and an omnichannel experience, this integration is optimized for quick deployment and immediate time-to-value.
- [Conduit AI](https://www.zendesk.com/marketplace/apps/support/1232760/conduit-ai/) **(Support)**
- Conduit AI is the autonomous customer service platform that deploys AI agents to resolve tickets, not just deflect them, by grounding every response in your actual business data. AI agents handle inbound Zendesk tickets end-to-end across email, chat, SMS, WhatsApp, and voice. Agents sync with your knowledge base, CRMs, and internal tools to deliver accurate, context-aware responses, and when an agent can't resolve an issue, it escalates to a human while preserving the full conversation context in Zendesk.
- [Fluents.ai](https://www.zendesk.com/marketplace/apps/support/1224055/fluentsai/) **(Support)**
- Fluents.ai is an AI-powered customer experience (CX) platform that unifies and automates inbound and outbound communications, enabling businesses to replace or augment their contact center with scalable, natural-sounding AI agents. View all active and recent AI-handled calls in real time, browse and manage your Fluents.ai agents from within Zendesk, create Zendesk tickets from call transcripts with one click, or automatically, view full conversation transcripts with iMessage-style formatting, and more.
## Products with no updates this week
- Admin Center
- Support
- Voice
- AI agents - Advanced
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-04-10
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10479706763162) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- AI Agents and Knowledge
- Messaging and live chat
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Copilot
**New:**
- If auto assist uses similar tickets to generate a suggestion, then these similar tickets will show up in rationale under sources.
- Agent edits of auto assist's reply suggestions, as well as removals of actions suggested by auto assist, now show up in the ticket event log
- On the Intent page, it's now possible to see key metrics about how many tickets were automated with intents, how many intent conflicts you have, and how many new intent suggestions you have for your account.
- Increased the number of custom intents that are possible to create to 500.
## AI Agents and Knowledge
**New:**
- Knowledge Blocks now support two outcomes: “Answer found” and “No answer found.” This allows you to define what should happen when no relevant answer is retrieved (for example, escalate, ask a follow-up question, or route to a fallback step). Existing procedures have been automatically migrated and continue to work as before—this enhancement simply adds more flexibility.
- The Knowledge Agent is now controlled through a new Knowledge Procedure, giving you full control over how knowledge-based responses are handled. You can now:
- Add follow-up questions (“Did that answer your question?”)
- Branch the conversation based on user responses
- Trigger additional actions or flows
By default, if no answer is found, the agent will fall back to your default reply (same behavior as before).
- Customers who want to run the Knowledge Builder again can go directly to the URL '/knowledge/generation/wizard' and generate more knowledge.
- The Knowledge Editor now allows up to [2,000 excluded terms](https://support.zendesk.com/hc/en-us/articles/4408831783962-Knowledge-product-limits-for-your-help-center) instead of 300.
**Fixed:**
- **Voice – Knowledge Agent access from procedures:** Fixed an issue where the Knowledge Agent, when triggered from a procedure, could incorrectly respond that it could not access the knowledge base.
- **Voice – Escalation audio overlap/race condition:** Resolved edge cases where escalation audio could overlap with ongoing conversational responses, causing double or conflicting messages.
## Messaging and live chat
**New:**
- The custom queues API is now live, enabling customers to retrieve queue metrics (Inbound and outbound traffic count, acceptance rate, queue wait time, and queue size) using the API for email, messaging, and talk channels.
## App Marketplace
**New:**
- [Flint AI Assistant](https://www.zendesk.com/marketplace/apps/support/1225760/flint-ai-assistant/) **(Support)**
- Flint AI Assistant is a native Zendesk Support app that gives agents an AI-powered copilot inside the ticket sidebar. It reads your help center articles, uploaded PDFs, and connected knowledge sources, then drafts accurate replies grounded in your documentation — not generic web results. Ask Flint a question from any ticket. It retrieves the most relevant articles using semantic search (RAG) and synthesizes a citable answer in seconds. Responses stream in real time.
- [Convert to Internal by ZENCLAB](https://www.zendesk.com/marketplace/apps/support/1217096/convert-to-internal-by-zenclab/) **(Support)**
- Convert to Internal by ZENCLAB is a simple, straightforward app that helps you save time. Stop manually converting public comments to internal notes — let the app do it for you. Set up a task in seconds: choose how often it runs, add filters if you like, and you're done. The app works quietly in the background while you focus on what matters. Or hit **Run Now** whenever you need an instant conversion.
- [AI Customer Simulator](https://www.zendesk.com/marketplace/apps/support/1224074/ai-customer-simulator/) **(Support)**
- AI Customer Simulator turns your Zendesk training tickets into live practice scenarios. When an agent replies to a tagged training ticket, the AI responds as the customer — contextually, realistically, and with natural escalation patterns. Agents get real conversation practice. You get measurable training outcomes. No real customers involved.
- [AI Ticket Generator](https://www.zendesk.com/marketplace/apps/support/1224046/ai-ticket-generator/) **(Support)**
- AI Ticket Generator reads your published Help Center articles and uses AI to generate believable inbound support tickets — complete with varied customer personas, writing styles, intents, and urgency levels. No more empty sandboxes. No more manually writing fake tickets. Just realistic test data that reflects your actual product and customers.
- [Graphio.ai](https://www.zendesk.com/marketplace/apps/support/1212071/graphioai/) **(Support)**
- Graphio.ai is a metadata-only analytics platform that predicts broken handoffs and cross-team misalignment before they cost you revenue. Graphio.ai analyzes API-enabled metadata from your existing systems to automatically identify misalignments among Sales, CS, Legal, Finance, Product, and Operations before deals stall, renewals fail, or contracts slip. Technically, it’s a Context-Change Graph AI that learns your company's blueprint for success. It tracks live performance against that map to predict, alert on, and repair dangerous deviations the moment they occur.
- PilotFlow Lite **(Support)**
- [PilotFlow Lite](https://www.zendesk.com/marketplace/apps/support/1216726/pilotflow-lite/) is a lightweight automation app designed to extend Zendesk's native capabilities with more flexible and practical rule-based workflows. With PilotFlow Lite, Zendesk admins can automatically assign tickets, apply tags, and add followers based on conditions that are not supported by default triggers. This includes rules based on requester email domains, number of open tickets per requester, ticket activity patterns, and more.
- [Staircase AI](https://www.zendesk.com/marketplace/apps/support/1218950/staircase-ai/) **(Support)**
- Staircase AI integrates with Zendesk to fetch support ticket information, including ticket volume, subjects, and comments. Once connected, Staircase AI pulls all new tickets created by your clients into the Activity tab, allowing you to see how many new tickets are opened each week and on what topics. This completes your view of account communications by adding your support channel alongside other relationship data, providing analysis such as sentiment, statistics, and insights while eliminating manual work.
## Zendesk QA
**New:**
- Removed console warnings from app navigation for a cleaner console and better debugging experience.
- Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
- Hid dispute actions from the tasks view
- Added evaluations to activity notifications. Users now get notified about evaluation activities.
- Implemented count-based fetching for ticket retrieval, resulting in better performance when loading tickets.
- Allow score-only evaluations with an empty comment object. Users can now submit evaluations without comments when appropriate.
**Fixed:**
- QA no longer persists events for duplicate survey answers. This helps prevent data duplication.
- To help maintain accurate timestamps, QA now preserves answered\_at when CSAT custom field overrides satisfaction rating.
- Return AccountUser and MonitorWorkspace for user detail and workspace API for more complete API responses for user and workspace data.
## Products with no updates this week
- Admin Center
- Support
- Voice
- AI agents - Advanced
- Analytics
- Zendesk Workforce Management (WFM)
## Release notes through 2026-04-03
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10479706763162) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Voice
- AI Agents and Knowledge
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Admin Center
**New:**
- Existing Zendesk accounts (including trial accounts) can now optionally enforce a maximum session duration for team members. That means users will be automatically signed out after a specified period, regardless of activity.
- We're enhancing the protections across our registration and password reset pages to reduce spam attacks and protect our customers. These protections operate quietly in the background and will not interrupt normal use.
**Fixed:**
- Anonymous end users submitting requests through the help center must now verify their email address.
## Voice
**Fixed:**
- Updated the call history menu in the usage charges tab so the Date/Time column now displays in PST.
## AI Agents and Knowledge
**New:**
- The new article editor is now the default and only editor for creating and editing Knowledge articles. The legacy editor will be discontinued on April 17, 2026.
To support this transition and ensure continuity for articles created with different methods, we're introducing two new capabilities:
- **Legacy article read-only mode**: Articles created or last edited in the legacy editor will open with their content protected in read-only mode. A banner was added to the article editor, recommending that you preview your changes before saving and migrating to the current article editor. If you aren't happy with the previewed article, you can close without saving to retain the unmigrated article.
- **API article read-only mode**: Articles created or updated via the Articles API will open in read-only mode when accessed in the article editor, which protects articles managed programmatically. A banner was added to the article editor to notify you that any content you edit locally will be overwritten the next time the article is updated via the API.
## App Marketplace
**New:**
- [Sustentação Ops](https://www.zendesk.com/marketplace/apps/support/1211888/sustentacao-ops/) **(Support)**
- Sustentação Ops is a powerful audit tool that analyzes your Zendesk instance in seconds. Identify license idleness and save resources. Find bottlenecks and operational inefficiencies. Improve your account's governance and security.
- [Spam Recovery Pro](https://www.zendesk.com/marketplace/apps/support/1225030/spam-recovery-pro/) **(Support)**
- Spam Recovery Pro is an admin-level dashboard that empowers your support team to filter easily, manage, and bulk-recover tickets caught in the suspended queue due to unverified user routing restrictions. Operating directly in the global navigation bar, this app bypasses the native 100-ticket UI limit by utilizing safe API chunking. It includes dynamic, domain-specific filtering, allowing you to instantly isolate trusted senders and ensure that legitimate customer inquiries are quickly restored to your active views without triggering Zendesk's API rate limits.
- [OpenLM Metrics](https://www.zendesk.com/marketplace/apps/support/1222571/openlm-metrics/) **(Support)**
- OpenLM Metrics is an app built with the Zendesk Apps Framework that provides agents with an instant analytics dashboard for OpenLM-tagged support tickets. This app eliminates manual reporting by surfacing global trends directly in the navigation bar, allowing agents to see whether a customer's issue is isolated or part of a broader technical trend.
## Zendesk QA
**New:**
- Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
- Added evaluations to activity notifications. Users now get notified about evaluation activities.
- Implemented count-based fetching for ticket retrieval. This provides better performance when loading tickets.
**Fixed:**
- Removed console warnings from app navigation, resulting in a cleaner console and a better debugging experience.
- Hid dispute actions from the tasks view, resulting in a cleaner UI in the tasks section.
- Allow score-only evaluations with empty comment objects. Users can submit evaluations without comments when appropriate.
- Return AccountUser and MonitorWorkspace for user detail and workspace API. More complete API responses for user and workspace data.
- Preserve answered\_at when CSAT custom field overrides satisfaction rating. Accurate timestamps are maintained.
- Do not persist events for duplicate answers. Prevents data duplication.
## Products with no updates this week
- Copilot
- Support
- AI agents - Advanced
- Messaging and live chat
- Analytics
- Zendesk Workforce Management (WFM)
## Release notes through 2026-03-27
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10231895896090) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Copilot
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Admin Center
**New**
- The options for team member session expiration now allow at most eight hours. The options for 10 hrs, 12 hrs, 24 hrs, one week, and two weeks have been removed. If you're currently using one of the removed options, you can continue using it. If you want to change the team member session expiration, you can only change it to eight hours or less.
Trials will continue to default to a two-week expiration, which is updated to a 60-minute default after converting to a paid account.
**Fixed:**
- Verification for anonymous help center requests has been rolled out to pods 13, 15, 17, 18, 19, and 31 as scheduled on March 24.
- On March 26, 2026, Zendesk updated the sign-in flow to check for expired passwords before prompting for [two-factor authentication](https://support.zendesk.com/hc/en-us/articles/4408826974874) (2FA), enhancing security and simplifying the user experience.
## Copilot
**Fixed:**
- Intelligent triage: Repaired new intent recommendations
## App Marketplace
**New:**
- [Elvan](https://www.zendesk.com/marketplace/apps/support/1218279/elvan---automated-csat-surveys/) **(Support)**
- Elvan lets you automatically send beautiful CSAT surveys when Zendesk tickets are resolved or closed, and see all customer feedback in one place. Connect your Zendesk instance to Elvan once, then use Elvan to design surveys, schedule when they go out, and analyze results across teams and channels.
- [Tidio](https://www.zendesk.com/marketplace/apps/support/1226637/tidio/) **(Support)**
- Tidio is an all-in-one, AI-powered customer service platform and live chat software designed for websites, particularly e-commerce businesses. It enables companies to engage visitors in real-time, automate support with chatbots (Lyro AI), and manage customer inquiries across channels like email, Facebook Messenger, and Instagram from one dashboard.
## Zendesk QA
**Fixed:**
- Bug fix related to message size limit
## Products with no updates this week
- Support
- Voice
- AI agents - Advanced
- AI Agents and Knowledge
- Messaging and live chat
- Analytics
- Zendesk Workforce Management (WFM)
## Release notes through 2026-03-20
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10231895896090) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Copilot
- App Marketplace
- AI Agents and Knowledge
- Products with no updates this week
## Admin Center
**New:**
- The sign-in flow will check for expired passwords before [two-factor authentication](https://support.zendesk.com/hc/en-us/articles/4408826974874). As part of this update, team members with expired passwords will receive the usual password-expiration emails, notifying them that their passwords will expire starting March 25, 2026.
**Fixed:**
- Starting March 19, 2026, to better protect our customers, Zendesk will begin rolling out a new workflow requiring anonymous end users submitting requests through the help center to verify their email address.
## Copilot
**New:**
- The Admin Copilot EAP is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist with creating new workflows, and resolve inefficiencies across your setup. [Join the EAP here](https://support.zendesk.com/hc/en-us/articles/10013995711386-About-Admin-Copilot-Open-EAP#topic_bkb_zvr_43c).
## App Marketplace
**New:**
- [Fields Director PRO](https://www.zendesk.com/marketplace/apps/support/1220934/fields-director-pro/) **(Support) (paid)**
- Fields Director PRO enables advanced Zendesk Administrators to manage ticket, user, and organization fields behavior for selected Agents. The app supports advanced configuration of the following features, like listing ticket fields that should have any value at every ticket submission, hiding/disabling/showing/enabling pre-configured ticket fields and/or ticket field values, hiding/showing pre-configured user fields, and more!
- [Intent Detector](https://www.zendesk.com/marketplace/apps/support/1220458/intent-detector/) **(Support)**
- Intent Detector automatically identifies the customer's contact reason the moment a ticket is created in Zendesk. Requests are intelligently categorized and routed to the right team or agent, saving valuable handling time and reducing back-and-forth. Agents immediately understand what the customer needs — leading to faster first replies and shorter resolution times.
- [Field Validator](https://www.zendesk.com/marketplace/apps/support/1221591/field-validator/) **(Support) (paid)**
- Field Validator allows you to validate ticket fields using custom Regular Expressions (Regex). Prevent agents from saving tickets if fields like phone numbers, IDs, or custom codes don't match your required format.
- [Zingtree for Complex CX](https://www.zendesk.com/marketplace/apps/support/1207316/zingtree-for-complex-cx/) **(Support)**
- Zingtree for Complex CX helps Zendesk customers orchestrate complex, high-stakes support issues with accuracy, compliance, and confidence. It connects context from your data systems with guided decision logic inside Zendesk, giving agents the clarity to act fast and stay on policy. Turn complex issues into clear, step-by-step scripts and decision trees that guide agents through complex interactions. Use data from Zendesk and backend systems to adapt workflows, route cases, and trigger next-best actions. Apply business rules and guardrails to ensure every resolution complies with policy and is fully auditable.
- [Attachment Redaction Tool](https://www.zendesk.com/marketplace/apps/support/1221635/attachment-redaction-tool/) **(Support)**
- Attachment Redaction Tool helps agents bulk redact attachments from closed tickets within a selected date range. Agents can choose a start and end date, view closed tickets with attachments, and redact selected attachments with a single click.
## AI Agents and Knowledge
**New:**
- Several popular Knowledge tools are now available to customers on all Suite and Knowledge plans:
- [Generative AI writing tools](https://support.zendesk.com/hc/en-us/articles/6267360002714) (previously required Co-pilot add-on) - Create, rephrase, and simplify content quickly using generative AI.
- [AI translation for articles](https://support.zendesk.com/hc/en-us/articles/8717609637018) (previously required Co-pilot add-on) - Generate AI translations for your articles.
- [Help center federated search](https://support.zendesk.com/hc/en-us/articles/4408830243482) (previously restricted to Enterprise plans) - Link your external content to your help center.
- [Flexible hierarchies](https://support.zendesk.com/hc/en-us/articles/4408834687130) (previously restricted to Enterprise plans) - Add up to five subsections to your help center sections, creating a deeper hierarchy for your content.
- [Article multiplacement](https://support.zendesk.com/hc/en-us/articles/7867489163930) (previously restricted to Enterprise plans) - Place your help center articles in multiple categories and sections across all of your brands.
**Fixed:**
- In iOS, when using Chrome to access Help Centers that use a Theme in v2 or v3, dropdowns close automatically when clicked.
## Products with no updates this week
- Support
- Voice
- AI agents - Advanced
- Messaging and live chat
- Analytics
- Zendesk QA
- Zendesk Workforce Management (WFM)
## Release notes through 2026-03-13
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10231895896090) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- App Marketplace
- Analytics
- Zendesk QA
- Products with no updates this week
## Copilot
**Fixed:**
- Improved the intent model accuracy for messaging channels.
## App Marketplace
**New:**
- [Article Feedback](https://www.zendesk.com/marketplace/apps/support/1208668/article-feedback/) **(Support)**
- Article Feedback helps you collect, organize, and act on detailed feedback from Help Center visitors. When users find an article unhelpful, they can provide specific feedback explaining what's missing, incorrect, or confusing. Article Feedback embeds in your Help Center articles to collect visitor feedback. View and manage all feedback from your Agent Workspace.
- [Redirect Rules Manager](https://www.zendesk.com/marketplace/apps/support/1211735/redirect-rules-manager/) **(Support) (paid)**
- Redirect Rules Manager helps you create and manage URL redirects for your Zendesk Help Center. When articles are deleted or archived, you can set up redirects to guide visitors to the correct content and maintain SEO value.
- [Roshi 128](https://www.zendesk.com/marketplace/themes/372/roshi-128/) **(Theme)**
- Roshi 128 is a modern, versatile Zendesk theme designed for hobby brands focused on adventures and activities. With customizable homepage layouts, visual blocks, and a responsive design, it clearly showcases guides, FAQs, and support content. It's flexible and adaptable, working well across many niches and Help Center needs, making it a good fit for any service or brand.
- [ChatGPT AI Writer by Macha](https://www.zendesk.com/marketplace/apps/support/1213951/chatgpt-ai-writer-by-macha/) **(Support)**
- ChatGPT AI Writer by Macha helps you create faster and better replies in 80+ languages. Create complete replies with just a few words. Enable dictate mode to speak your response and let AI turn it into a polished reply. Reply, understand, or summarize in any language.
- [Document Parser OCR](https://www.zendesk.com/marketplace/apps/support/1222805/document-parser-ocr/) **(Support)**
- Document Parser OCR automatically converts PDFs, images, and scanned documents into searchable, actionable text. Swifteq Document Parser OCR automatically extracts text from PDFs, images, and scanned documents — then inserts it as a comment or updates ticket fields with specific data like invoice numbers, customer addresses, and order IDs. No more squinting at scanned forms or manually typing out data. Your team gets instant access to the information they need, right inside the ticket.
- [LMS Conversation Simulator](https://www.zendesk.com/marketplace/apps/support/1104879/lms-conversation-simulator/) **(Support)**
- The LMS Conversation Simulator app helps you to develop tailored training scenarios for various customer interactions. In this release, we've made the following improvements:
- Better tracking and visibility with templates tab enhancements, drill-downs, and advanced filtering.
- New controls, including pause and unpause, high-priority assignments, and multi-language support.
- Improved AI performance with reduced hallucinations and a more consistent tone. Removed the one-minute manual delay.
## Analytics
**New:**
- The new Essential tab in the Zendesk AI: AI agents dashboard is your go-to resource for monitoring AI agent performance. This tab delivers valuable insights into conversation volumes, escalations, customer satisfaction, and content reference usage, helping you better understand and optimize your AI support experience. See [Analyzing activity for AI agents - Essential.](https://support.zendesk.com/hc/en-us/articles/10346309894938)
## Zendesk QA
**Fixed:**
- Change from prompt library to prompt templates
- Released a change that disables data retention for all browser extension connections that are not tied to a help desk connection
- Fixed a bug for images pasted into review comments not being visible
## Products with no updates this week
- Support
- Admin Center
- AI Agents and Knowledge
- Voice
- AI agents - Advanced
- Messaging and live chat
- Zendesk Workforce Management (WFM)
## Release notes through 2026-03-06
See the [What's New](https://support.zendesk.com/hc/en-us/articles/10231895896090) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- AI Agents and Knowledge
- Voice
- Analytics
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Admin Center
**New:**
- Restored the ability to copy and paste the Ticket ID in the new tabs experience under unified navigation.
- Resolved a status icon display issue in the Talk console.
## AI Agents and Knowledge
**New:**
- We've updated the pipeline used by generative search in the help center and quick answers in Agent Workspace. They now use the same retrieval-augmented generation that underpins AI agents. Previously, some responses could feel narrow or inconsistent because they were primarily based on the first matching article returned by the search.
## Voice
**New:**
- Improved voicemail transcription for APAC-based accounts. Zendesk accounts in the APAC region can now take advantage of Zendesk's new voicemail transcription model (previously released to other regions in January 2026), which supports voicemail transcription in 50 languages.
**Fixed:**
- Fixed an issue that caused call usage and exports to use different time zones. They are now aligned to PST.
- Fixed an issue where calls with recordings were not transcribed in some voicemail scenarios.
- Fixed an issue that allowed greeting uploads longer than 40 minutes, which could result in dropped calls.
## Analytics
**New:**
- We've added new reports, filters, and visualizations for the real time monitoring dashboards. These include new SLA reports, filters to view ticket progress and inactive values, and a new percentile visualization. See [About real time monitoring dashboards](https://support.zendesk.com/hc/en-us/articles/9757124462234).
## App Marketplace
**New:**
- [Sharely](https://www.zendesk.com/marketplace/apps/support/1208801/sharely/?queryID=a802ec587f7f74996fe021b96e477373) **(Support)**
- Sharely transforms how support agents handle ticket attachments in Zendesk. Instead of downloading files to view them, agents can instantly preview documents directly within the ticket sidebar. The app automatically aggregates all attachments from ticket comments into a single, organized view with powerful features including zoom controls, page navigation, search functionality, and full-screen viewing.
- [IBAM Enhanced messaging widget](https://www.zendesk.com/marketplace/apps/support/1208463/ibam-enhanced-messaging-widget/?queryID=f06fcc2e56bcf2b45177ce540cf66072) **(Support)**
- IBAM Enhanced messaging widget gives Zendesk admins a single place to configure and deploy a branded messaging widget. Change things like widget appearance controls (colors, labels, launcher position, and branding). A guided configuration keeps the setup consistent across teams. Embed token generation and regeneration for secure client-side deployment.
- [Kanban Pro](https://www.zendesk.com/marketplace/apps/support/1209062/kanban-pro/?queryID=532f9cfeccd2bd8c5bab5a2d675a0c95) **(Support)**
- Kanban Pro transforms your long ticket list views into a clean board with drag-and-drop ticket cards. Drag-and-drop tickets to update status instantly. Customizable boards and columns for any workflow.
- [Past Tickets AI Knowledge Base by Macha](https://www.zendesk.com/marketplace/apps/support/1209463/past-tickets-ai-knowledge-base-by-macha/?queryID=34d0fce257d06315dc20dcc203dcfd5a) **(Support)**
- Past Tickets AI compares AI Solutions against your existing Zendesk Help Center and highlights missing articles, partial coverage, and outdated information — with confidence scores to guide action. Every AI Solution becomes a reusable knowledge block that can be reviewed, refined, and reused across the team — instead of being lost in tickets. AI Solutions can be published directly to your Zendesk Help Center, helping you turn solved support tickets into official documentation with just a few clicks.
- [Ticket Classification](https://www.zendesk.com/marketplace/apps/support/1211599/ticket-classification/?queryID=908fef4ec94959aea942cc630b641e17) **(Support)**
- Ticket Classification automatically categorizes incoming tickets into your own custom intents and topics, adding tags and updating custom fields — all without manual effort. Define the categories that matter to your business, and watch as AI intelligently classifies every incoming ticket — saving your team hours of manual triage work.
- [Phrase for Support](https://www.zendesk.com/marketplace/apps/support/1141789/phrase-for-support/?queryID=dc0869b6cc8250d12b98de387396371a) **(Support)**
- Phrase for Support allows agents to translate end-user and internal ticket comments using Phrase Machine Translation directly inside Zendesk Support. Translations are triggered manually by agents, giving full control over when and what content is translated.
- [TicketSync Pro](https://www.zendesk.com/marketplace/apps/support/1195908/ticketsync-pro/?queryID=65e435047275fa807ccfa1e872438619) **(Support)**
- TicketSync Pro connects GitHub issues and pull requests to Zendesk tickets so support and engineering stay aligned. Link Zendesk tickets to existing GitHub issues. View real-time issue status. Receive internal notes in Zendesk when GitHub issues are closed or updated and when pull requests are opened against linked issues.
## Zendesk QA
**New:**
- Insight usage display in AI prompt list page
- Shorten prompt category description in conversation view hover description
## Products with no updates this week
- Support
- Copilot
- AI agents - Advanced
- Messaging and live chat
- Zendesk Workforce Management (WFM)
## Release notes through 2026-02-27
See the [What's New](https://support.zendesk.com/hc/en-us/articles/8566042707994) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- AI Agents and Knowledge
- App Marketplace
- Products with no updates this week
## Copilot
**New:**
- Auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist save time and be even more productive. See [About actions for auto assist and action flows](https://support.zendesk.com/hc/en-us/articles/9174548349978).
## AI Agents and Knowledge
**New:**
- **T**he Knowledge agent now runs on the latest version of Zendesk’s RAG engine, delivering improved response latency and increased answer accuracy.
- Added additional reasoning fields to voice procedure agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
- Additional improvements to how the procedure agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.
- Conversation logs now display the plan, reasoning, and knowledge sources behind each knowledge Agent response, providing greater visibility into how answers are generated.
- Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.
#### Agentic AI:
**New:**
- Added a new capability in procedure builder to link between procedures or from a procedure to a dialogue
**Fixed:**
- Resolved synonym list timeouts and intermittent response failures (hanging).
- Fixed an issue where the knowledge agent (RAGA) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.
## App Marketplace
**New:**
- [InDesk AI](https://www.zendesk.com/marketplace/apps/support/1207541/indesk-ai/) **(Support)**
- InDesk AI is an advanced automation platform dedicated to transforming customer service through state-of-the-art machine learning. Indesk AI integrates directly into your Zendesk sidebar to provide high-impact features, including predictive intelligence, automated workflows, knowledge integration, and helps ensure quality and consistency across your ticket replies.
- [ZenNotification](https://www.zendesk.com/marketplace/apps/support/1177863/zennotification/) **(Support) (paid)**
- ZenNotification delivers real time alerts for every important ticket activity. Get instant notifications when new comments, mentions, or status changes occur on tickets assigned to you. Easily enable or disable each of these alert types to match your preferences. Select which views are of interest, control the level of detail in each alert, and decide exactly what deserves your attention.
- [Fields Director FREE](https://www.zendesk.com/marketplace/apps/support/1203923/fields-director-free/) **(Support)**
- Fields Director FREE enables Zendesk administrators to manage ticket field behavior in a precise manner. List the required fields, hide/show/enable/disable pre-configured ticket fields, and ticket values. Display custom error text when ticket submissions are interrupted due to a missing required field, and more with this integration.
- [commercetools by neteleven](https://www.zendesk.com/marketplace/apps/support/1203685/commercetools-by-neteleven/) **(Support)**
- commercetools by neteleven seamlessly integrates your commercetools store with Zendesk, providing support agents with a comprehensive view of customer orders directly within the ticket sidebar. Access up-to-date order details, including status, shipping information, and billing data, without leaving Zendesk. Eliminate the need for agents to switch between multiple tabs or systems, significantly reducing response times.
## Products with no updates this week
- Admin Center
- Support
- Voice
- AI agents - Advanced
- Messaging and live chat
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA
## Release notes through 2026-02-20
See the [What's New](https://support.zendesk.com/hc/en-us/articles/8566042707994) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Voice
- Copilot
- AI Agents and Knowledge
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Admin Center
**New:**
Updated the login experience for agents and end users who have two-factor authentication (2FA) turned on. They'll now be guided through the process of resetting an expired password before being prompted for 2FA.
## Voice
**New:**
- The Zendesk Voice AI Agents EAP is now available for Zendesk Voice with the AI Agents Advanced add-on. It's now possible to automate end‑to‑end phone support with human‑like, real‑time conversations. From greeting and intent capture through triage, resolution, and wrap‑up while running generative procedures or API actions and preserving full context for seamless escalation to live agents. See [Creating an AI agent for the voice channel (EAP)](https://support.zendesk.com/hc/en-us/articles/10169333291290).
## Copilot
**New:**
- A set of capped Copilot capabilities is being introduced to Suite, Support, and Employee Services Professional plans and above at no additional cost. Beginning with the generative AI writing tools feature, each of your team members will receive five uses of the writing tools per month to help enhance the content of their ticket comments.
## AI Agents and Knowledge
**New:**
- We introduced the ability to navigate back to the Copilot procedure list page in Knowledge admin from an open procedure editor.
- You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.
- The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.
- Session variables can now be shared across agents to maintain conversational context.
- Enhanced stability when managing extended session context within the Voice verbalizer.
## App Marketplace
**New:**
- [Ticket Fields AI Assistant by Macha](https://www.zendesk.com/marketplace/apps/support/1191752/ticket-fields-ai-agent-by-macha/?) **(Support)**
- Ticket Fields AI Assistant by Macha helps you automate ticket field entry, resulting in less manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and instantly fills your defined fields. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop-downs, text fields, date fields, checkboxes, and number fields, ensuring your most important data points stay accurate.
- [Smart Amazon Connect Contact Centre](https://www.zendesk.com/marketplace/apps/support/1195052/smart-amazonconnect-contact-centre/) **(Support)**
- Smart Amazon Connect Contact Centre integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.
The integration automatically links call activity to Zendesk records, helping teams accurately track customer interactions and maintain a complete communication history.
- [Instatus](https://www.zendesk.com/marketplace/apps/support/1207809/instatus/) **(Support)**
- Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk, so your support team can see what's happening with your services right in the ticket sidebar. When you open a ticket, you'll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly determine whether a customer's problem is related to a known issue.
## Zendesk QA
**New:**
- We've added prompt anomaly Indication to AI insights. See [About AI insights in Zendesk QA](https://support.zendesk.com/hc/en-us/articles/9224552305946-About-AI-insights-in-Zendesk-QA).
## Products with no updates this week
- Support
- AI agents - Advanced
- Messaging and live chat
- Analytics
- Zendesk Workforce Management (WFM)
## Release notes through 2026-02-13
See the [What's New](https://support.zendesk.com/hc/en-us/articles/8566042707994) section for an overview of what was released last month.
This week's release notes include:
- Support
- Admin Center
- Copilot
- AI Agents and Knowledge
- Zendesk QA
- Zendesk Workforce Management (WFM)
- Products with no updates this week
## Support
**New:**
- Search now has more granular filters in the suggested filters in the search menu. Click the high-level filters to access more.
**Fixed:**
- Requests to GET /api/v2/users/me.json with invalid credentials now return **401 Unauthorized** (previously returned **200 OK**).
- Corrected an issue with follow-up tickets so that they inherit the support address value from the previous ticket, so that emails will be sent from the expected address.
- Corrected two issues with printing tickets. Uppercase characters were printing as lowercase, and large blank areas were being rendered.
## Admin Center
**New:**
Expanded the EAP for unified navigation to now include non-agent workspace accounts, and added analytics to the EAP so it now reflects the unified navigation experience.
**Fixed:**
**Support**
- Restored type-ahead search in the profile menu within unified navigation.
- Fixed icons that were disappearing in sidebar navigation.
- Fixed an issue where agents couldn’t drag and drop certain attachment types into a side conversation in the context panel when unified navigation was enabled.
**Admin Center**
- Improved Admin Center search by reducing fuzzy matches for section headers and subheaders.
- Fixed an issue that would cause banners to appear duplicated in Admin Center when the EAP was enabled.
**Knowledge**
- Fixed an issue in Knowledge admin where the save button and revision status could disappear when switching languages.
## Copilot
**New:**
- Admins and agents can now view certain [auto assist events](https://support.zendesk.com/hc/en-us/articles/7051314237466) in the ticket events log in the Agent Workspace.
**Fixed:**
- Intelligent triage: Improved visibility of Intents conflicts by analyzing intents by showing a loading in the intents list
## AI Agents and Knowledge
**New:**
- Subdomain Connection with AIAA and Email Integration is now based on the system user instead of the authorized user, as previously seen. Connection of accounts will be based on the main account ID/subdomain
- Starting February 10, 2026, customers who buy AI agents – Advanced will have their advanced messaging AI agents automatically connected to Zendesk Messaging. The integration is configured based on the account subdomain, a messaging group is automatically created, and new messaging AI agents are automatically added to that group. Any subsequent AI Agents can be added by manually creating an AI agent and assigning the required organization.
The Object type is not supported in the AI agents - Advanced integration builder.
- A [powerful no-code tool](https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_tjl_xqc_42c) for implementing generative search is now available. Knowledge admins can now leverage quick answers in their help center theme without writing or modifying code.
**Fixed:**
- Fixed a bug that prevented cloning within the same organization
## Zendesk QA
**New:**
- Added a new category to the calibration dashboard
**Fixed:**
- Fixed a time tracking error when dual write fails
## Zendesk Workforce Management (WFM)
**New**
- [Forecast Scenarios](https://support.zendesk.com/hc/en-us/articles/9940824842394): Customers can create customizable sets of forecast parameters to experiment with multiple configurations, compare their results, and select the most suitable one as the active scenario.
## Products with no updates this week
- AI agents - Advanced
- Messaging and live chat
- Voice
- Analytics
- App Marketplace
## Release notes through 2026-02-06
See the [What's New](https://support.zendesk.com/hc/en-us/articles/8566042707994) section for an overview of what was released last month.
This week's release notes include:
- Admin Center
- Copilot
- AI Agents and Knowledge
- Voice
- App Marketplace
- Zendesk QA
- Products with no updates this week
## Admin Center
**New:**
- We’re making some changes to the default behavior of new global OAuth clients so that access and refresh tokens automatically expire. Additionally, the current deadline for existing local (non-global) OAuth clients to adopt the refresh token flow has been extended to April 1, 2027. See [Working with OAuth refresh tokens](https://developer.zendesk.com/documentation/api-basics/authentication/refresh-token?_gl=1*1kx64ob*_ga*MjA2NjcxOTEuMTc2OTcwNzQzNw..*_ga_0G6FC9CS2V*czE3NzA2NTU0MjIkbzQxNSRnMSR0MTc3MDY1NTYzMyRqNTYkbDAkaDA.).
- As a result of the [removal of Password access for APIs](https://support.zendesk.com/hc/en-us/articles/8843683464346-Important-update-Password-access-for-APIs-will-soon-be-removed), customers who were previously ineligible will now be enrolled in two-step verification (2SV). Between February 23 and March 5, 2026, all newly eligible customers with Zendesk authentication turned on will be enrolled in 2SV.
- Zendesk is extending permissions for viewing access and audit logs beyond the admin role to include custom roles. Previously, only admin users could audit system activity by accessing these logs. See [Creating custom roles and assigning agents](https://support.zendesk.com/hc/en-us/articles/4408882153882).
### Updates to product navigation
**Support**
- Fixed an issue where top navigation apps displayed only the app name and an 'X' button.
- Fixed an issue related to Top‑bar navigation where several apps (Aircall, Five9, Amazon Connect, and other third‑party apps) failed or behaved incorrectly, restored full app popouts, foreground/focus/notification handling, and control‑panel loading.
- Fixed right‑click/context‑menu paste not working in search (search field losing focus or closing).
- Fixed a search-bar UI bug where the bar closed immediately when clicking or using paste.
**Admin Center**
- Fixed an issue preventing options from opening in a new browser tab (impacted workflows that require checking multiple triggers/automations in separate tabs).
- Fixed an issue in Unified Navigation that prevented opening admin options (e.g., triggers, automations) in new tabs/windows, and restored multi‑tab workflows for checking multiple settings simultaneously.
**Knowledge**
- Fixed an issue where the "Edit article" button was not visible to agents when viewing Knowledge Base articles.
- Fixed an issue where switching brands in Knowledge with the (new navigation) redirected to the Knowledge articles admin page instead of keeping the Help Center view.
- Fixed an issue in Knowledge admin where the Save button and revision status could disappear when switching languages, risking loss of unsaved changes and requiring a refresh.
## Copilot
**New:**
- You'll now have the ability to insert public help center articles and published procedures into an existing procedure. See [About help center content in procedures](https://support.zendesk.com/hc/en-us/articles/9945148867866#topic_rkr_344_xcc) and [Creating procedures for auto assist](https://support.zendesk.com/hc/en-us/articles/7924047699738).
- You can now access entity reporting directly within the Intelligent Triage dashboard in Analytics. See [Analyzing your intelligent triage activity](https://support.zendesk.com/hc/en-us/articles/7934147095066).
- Added support for the Facebook Message ticket channel.
## AI Agents and Knowledge
**New:**
- Improved request list experience in help center is GA: [Help center announcement](https://support.zendesk.com/hc/en-us/articles/10262442568218-Announcing-general-availability-of-the-new-request-list-experience)
**Fixed:**
- Sandbox Provisioning - A new capability to provision Sandbox orgs and AI agents is now available for all new customers of AI Agents Advanced
- Fixed a bug that caused system action in the AI agents - Advanced conversation log to appear as deleted actions.
- Fixed multiple visual and validation errors in the AI agents - Advanced segment configuration modal.
- Fixed a bug that resulted in saving errors for AI agents - Advanced dialogues, if they contained conditional blocks using segments.
## Voice
**New:**
- The Voice call bar, the call controls located at the top of the ticket during the call, has been updated. In addition to a sleeker design, we added a blinking icon to show when the call is being recorded.
## Analytics
**New:**
- We've added a new quick answers dataset and quick answers tab to the pre-canned Zendesk Knowledge dashboard.
- We've updated the functionality for reporting on tags. Moving forward, only the functions INCLUDES\_ALL and INCLUDES\_ANY are supported for use with tags in reports.
## App Marketplace
**New:**
- [Aisera Assist](https://www.zendesk.com/marketplace/apps/support/1195333/aisera-assist/) **(Support)**
- Aisera Assist works with existing solutions to deliver an end-to-end AI Service Experience for customers. AI Customer Service provides omni-channel integrations through Conversational AI, NLU Search, and unsupervised NLP to speed remediation of knowledge requests and automate the resolution of tasks and actions. Aisera's Assist product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. Assist empowers agents by recommending similar tickets, knowledge articles, and next-best actions.
- [Ascend](https://www.zendesk.com/marketplace/apps/support/1197536/ascend/) **(Support)**
- Ascend is a full-featured *UCaaS* solution that combines cloud PBX voice, chat, business SMS, video conferencing, file sharing, and contact center into a single platform. Seamlessly integrate key functionalities of Ascend into Zendesk to increase employee productivity and deliver a more personalized experience. Easily place calls using Ascend directly within Zendesk, pull up existing customer tickets on incoming calls, and quickly create support tickets for existing customers.
## Zendesk QA
**New:**
- For custom prompt testing, we now have session-based prompt test history available. This lets customers view versions of prompts during testing and select the best one to go live with.
When in a **Prompt Testing** session, you edit a prompt and click **Validate**, a new prompt version is recorded along with its evaluation results (match rate and any manual assessments)
You can view earlier versions and their evaluated results, then choose the most suitable prompt to create.
## Products with no updates this week
- Support
- AI agents - Advanced
- Messaging and live chat
- Zendesk Workforce Management (WFM)
## Release notes through 2026-01-30
See the [What's New](https://support.zendesk.com/hc/en-us/articles/9971473425434) section for an overview of what was released last month.
This week's release notes include:
- Support
- AI Agents and Knowledge
- Voice
- App Marketplace
- Products with no updates this week
## Support
**New:**
- We're adding three new abilities to the [print tickets](https://support.zendesk.com/hc/en-us/articles/4408836523930-Printing-tickets) feature:
- Include side conversations (Zendesk plans that include [side conversations](https://support.zendesk.com/hc/en-us/articles/4408844206746) only)
- Print without including internal comments
- Include the ticket’s priority
- The original recipient address is now included on follow-up tickets
- We've introduced a redesigned [notifications](https://support.zendesk.com/hc/en-us/articles/4408829025690) experience for messaging conversation updates. This notification center will serve as a centralized hub to keep agents up to date on new conversation assignments, new end-user replies, and @mentions from other agents.
## AI Agents and Knowledge
**New:**
- We've added new API integration observability improvements in the conversation logs for AI agents - Advanced.
**Fixed:**
- Fixed a bug that caused the segment labels to break in the dialogue builder if an AI agent had more than 100 segments.
- Entities presets functionality was fixed
- Entity detection on email was fixed
- Fixed navigation from procedure builder to use case details or use case overview page
- Fixed a bug within AI-generated procedures for Copilot auto assist that used "unavailable" actions
## Voice
**New**
- Enhancements to the [voicemail transcription model](https://support.zendesk.com/hc/en-us/articles/4408831899930) used by Zendesk Voice. This update makes voicemail transcriptions significantly faster and expands transcription language to 35 new languages. Additionally, voicemail transcripts can now be processed by Zendesk Copilot.
## App Marketplace
**New:**
- [Isara](https://www.zendesk.com/marketplace/apps/support/1190162/isara/) **(Support)**
- Isara connects seamlessly with Zendesk to automatically analyze every customer conversation in real time, turning support tickets into actionable intelligence for your entire organization. Monitor critical conversations as they happen. Pulse detects frustration signals, escalation risks, and urgent issues in real time. Insights automatically surfaces recurring issues, product gaps, and feature requests across your entire support history. Analyze conversation patterns and deliver specific recommendations for product fixes, agent coaching opportunities, help center improvements, and process optimizations.
- [Simplesat](https://www.zendesk.com/marketplace/apps/support/1206069/simplesat/) **(Support)**
- Simplesat adds one-click CSAT, CES, or NPS surveys to Zendesk email triggers in minutes. Simplesat works with Zendesk event-based triggers or time-based automations. By inserting your survey into existing notifications, you avoid sending extra emails to customers. You can even sync Zendesk ticket details with customer feedback, including thingsl ike private comments and tags.
- [EdgeTier Integration](https://www.zendesk.com/marketplace/apps/support/1187505/edgetier-integration/) **(Support)**
- EdgeTier is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analyzing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.
- [Thank You Autosolve GPT by Ino Studio](https://www.zendesk.com/marketplace/apps/support/1201744/thank-you-autosolve-gpt-by-ino-studio/) **(Support)**
- Thank You Autosolve GPT by Ino Studio uses advanced AI (GPT) to detect when customers send simple thank-you or acknowledgment messages that reopen solved tickets. When detected, the app automatically sets the ticket back to solved, keeping your queue clean and reducing agent workload for non-actionable ticket reopens.
## Products with no updates this week
- AI agents - Advanced
- Copilot
- Messaging and live chat
- Mobile
- Analytics
- Zendesk QA
## Release notes through 2026-01-23
See the [What's New](https://support.zendesk.com/hc/en-us/articles/9971473425434) section for an overview of what was released last month.
This week's release notes include:
- Support
- Copilot
- AI Agents and Knowledge
- Analytics
- App Marketplace
- Products with no updates this week
## Support
**New:**
- **Unified Navigation:** Zendesk got easier to navigate across all products. See [About unified navigation across Zendesk products (EAP)](https://support.zendesk.com/hc/en-us/articles/9562988564634).
- **Action builder:** Added more input data types for custom actions (date; date and time; array of date, date and time, number, decimal, text, or true/false values). These new input types are available when custom actions are used as a step in an action flow, and also when they are referenced by a procedure for Auto Assist. See [Creating custom actions for auto assist and action flows](https://support.zendesk.com/hc/en-us/articles/8013439366810).
- **Search Column Customization**: Added new capability to customize the search results page in Support with up to 10 columns.
**Fixed:**
- Today, when a ticket is unpaused, the SLA timer resets and starts a new instance. This can leave the previously paused instance in an incomplete state, resulting in incorrect data in Explore reports.
With this change, when a ticket is unpaused, the same SLA instance resumes, and the timer continues from where it left off before the pause. So the SLA was truly paused and then resumed, rather than restarted.
## Copilot
**New:**
- Finer control over access to AI features is one of our most requested Copilot enhancements. With group-level permissions, you can define precise access levels for different groups within your organization. See [Turning on the enhance writing generative AI feature](https://support.zendesk.com/hc/en-us/articles/6948495103002), [Turning on merging suggestions for tickets](https://support.zendesk.com/hc/en-us/articles/8044075423514), and [Turning on similar tickets](https://support.zendesk.com/hc/en-us/articles/8036381366426).
- Copilot admins can now benefit from enhanced procedure recommendations that may include up to three new AI-generated procedure drafts per week, ready to be reviewed and published. See [Reviewing and publishing AI-generated procedures for auto assist](https://support.zendesk.com/hc/en-us/articles/10140109521178) and [Understanding Copilot recommendations](https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_dr3_qqy_hgc).
- Intelligent Triage:
- Introduced [Quality recommendations for intents](https://support.zendesk.com/hc/en-us/articles/10198478867994-Announcing-intent-quality-recommendations-in-intelligent-triage).
- Include support for Follow-up (close Ticket) and Facebook Message channels.
## AI Agents and Knowledge
**New:**
- Knowledge: Editor - migrated / not migrated list for articles - [Filtering articles by migration status](https://support.zendesk.com/hc/en-us/articles/7595840358042-Transitioning-to-the-new-article-editor#:~:text=the%20legacy%20editor.-,Filtering%20articles%20by%20migration%20status,-During%20the%20new)
- Knowledge: Procedures - Announced [AI-generated procedures and enhanced recommendations](https://support.zendesk.com/hc/en-us/articles/10140127266330-Announcing-AI-generated-procedures-and-enhanced-recommendations) for Copilot customers using auto assist.
- AI Agents: Introduced "Others" as a filter option in the reports so customers can view conversations with small talk/default replies only
- AI Agents: Increased data retention on the dashboard to 35 months (where previously, we only surfaced 12 months' worth of data). This enables customers to compare AI agent performance year over year.
**Fixed:**
- Knowledge: Automation potential EAP - fixed non-agent brand help center creation and activation routing. Guiding newly created help centers to knowledge builder, and existing help centers to the appropriate admin page.
- AI Agents: Fixed a bug that caused the dialogue builder's viewport to reset to its default position when the zoom value was changed after navigating to search results.
- AI Agents: Fixed a bug with the dialogue builder's search function that ignored the environment dropdown of API integration blocks.
## Analytics
**New:**
- Introducing brand-based permissions and richer dashboard restriction capabilities to align analytics access with brands, safely scale dashboards to more users, and show each individual only the data they’re allowed to see. See [Dynamically adapting dashboard data based on viewer](https://support.zendesk.com/hc/en-us/articles/5282695803290).
## App Marketplace
**New:**
- [Trends & Topic Insights by Pluno](https://www.zendesk.com/marketplace/apps/support/1200293/trends--topic-insights-by-pluno/) **(Support)**
- Trends & Topic Insights by Pluno uses advanced language models to understand ticket content in context. Automatically groups tickets into hierarchical topics and subtopics based on content and context. Compare recent vs historical data to spot emerging issues and declining topics. Segment insights by brand for targeted analysis. Explore topic hierarchies with an intuitive interface designed for fast navigation. Every cluster links directly to the underlying tickets for full transparency.
- [Alloy](https://www.zendesk.com/marketplace/apps/support/1186193/alloy/) **(Support)**
- Alloy helps product teams build better software by turning customer feedback into actionable insights. Our platform connects support conversations to product development, enabling teams to validate ideas faster. Create feature request prototypes directly from Zendesk tickets, link customer conversations to product initiatives, track which customers requested specific features, and notify customers when their requested features ship
- [Gitlab by IntegrateCloud](https://www.zendesk.com/marketplace/apps/support/1161606/gitlab-by-integratecloud/) **(Support)**
- Gitlab by IntegrateCloud enables support and development teams to work seamlessly together. With this integration, agents can create new GitLab issues directly from Zendesk tickets and link and track existing GitLab issues inside Zendesk. Keep support and engineering aligned with automatic status updates from GitLab to Zendesk.Zendesk Workforce Management (WFM)
## Products with no updates this week
- AI agents - Advanced
- Voice
- Messaging and live chat
- Mobile
- Zendesk QA
## Release notes through 2026-01-16
See the [What's New](https://support.zendesk.com/hc/en-us/articles/9971473425434) section for an overview of what was released last month.
This week's release notes include:
- Copilot
- AI Agents Advanced
- App Marketplace
- Zendesk Workforce Management (WFM)
- Products with no updates this week
## Copilot
**New:**
- Intelligent triage: The list of intents shows the absolute and percentage number of tickets that were classified with the intent in the last 30 days
## AI Agents Advanced
**New:**
- Native Search is now available in the AI Agents Advanced dialogue builder for everyone.
**Fixed:**
- An issue has been fixed that resulted in dropdown menu items being cut off in the dialogue builder, making some of the content unreadable.
- Citations from CSV sources are now working again
## App Marketplace
**New:**
- [Eloquent AI](https://www.zendesk.com/marketplace/apps/support/1188840/eloquent-ai/?) **(Support)**
- Eloquent AI is a customer service automation platform that empowers support teams with intelligent AI assistants. Its technology helps businesses deliver faster, more accurate responses while reducing operational costs. The Eloquent AI integration for Zendesk adds an AI-powered chat assistant directly into your ticket sidebar. Support agents can ask natural language questions to quickly retrieve customer data, transactions, and account information, get instant AI-generated responses based on your connected business systems, access contextual information without switching between multiple tools, and speed up ticket resolution with intelligent data lookup.
- [NGB Billbee Orders](https://www.zendesk.com/marketplace/apps/support/1196652/ngb-billbee-orders/) **(Support)**
- NGB Billbee Orders is brought to you by Natural Goods Berlin, an e-commerce brand and tools builder focused on making operations and customer support more efficient. This app shows Billbee orders for the current ticket requester based on their email address and displays key order details, including order date, SKUs, and a direct link to the order in Billbee. Bilbee Orders helps agents answer order-related questions faster without switching between Zendesk and Billbee.
- [AI Quality Assurance by Pluno](https://www.zendesk.com/marketplace/apps/support/1195622/ai-quality-assurance-by-pluno/) **(Support)**
- AI Quality Assurance by Pluno replaces manual QA tasks with automated, criteria-based assessments directly tied to your expectations. The AI continuously reviews tickets, breaks down performance by each scoring criterion you set, shows exactly which standards were met, partially met, or not met at all, and enables you to see how performance trends are shifting over time. Support leaders get reliable coaching insights without spending hours in audits, and agents get fast, detailed feedback they can act on.
- [Assign to Group](https://www.zendesk.com/marketplace/apps/support/1196892/assign-to-group/) **(Support) (paid)**
- Assign to Group helps Zendesk administrators enforce structured ticket assignment rules and maintain data quality across support operations. The app gives you granular control over how tickets are assigned to groups by defining mandatory fields that must be completed before a ticket can be moved into a specific group.
## Zendesk Workforce Management (WFM)
**New:**
- Team schedule: released the team schedule feature. Agents with a WFM Role that have scopes and permissions for it can now see the schedules of other agents in their configured scope. This is accessed via a toggle in the WFM agent schedule app inside Zendesk Support. More details [here](https://support.zendesk.com/hc/en-us/articles/9823329749530) .
**Fixed:**
- Time off reasons: introduced a validation preventing all reasons of a type (planned/unplanned) from being deleted. Each account must now have at least one reason for each type.
- Time off reasons now have a field for Description to allow users to clarify the intended use of that reason. This is exposed to agents when they are requesting time off via Zendesk WFM. More details [here](https://support.zendesk.com/hc/en-us/articles/6443329403034).
## Products with no updates this week
- Support
- Knowledge
- Voice
- Messaging and live chat
- Mobile
- Zendesk QA