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What's new in Zendesk: June 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Accounts and billing
  • Admin Center
  • AI agents
  • Copilot
  • Agent Workspace
  • Objects and business rules
  • People
  • Knowledge
  • Analytics
  • Workforce management
  • Quality assurance
  • Apps and integrations

Also don't miss:

Support

  • The AI agent tickets feature will be enforced starting May 4, 2026, requiring all bot-handled conversations to create AI agent tickets for better visibility, compliance, and unified insights. Users must audit and update integrations to avoid duplicate tickets. See AI agent tickets.

  • IT asset management (ITAM) is now generally available, providing a unified platform to track, monitor, and manage technology assets within Zendesk Support. It includes device details integration into ticket workflows, with up to 500 asset records included. See Turn on IT asset management.

  • The Suspended tickets view in Support has been updated with an improved user interface and new filtering options, including filters for suspension cause, sender email addresses, and email subjects. These enhancements make it easier for admins and agents to manage suspended tickets. See Viewing, recovering, and deleting suspended tickets.

  • Support tickets include new standard ticket fields for automated ticket resolutions. These fields help you understand how tickets were resolved and enhance reporting for AI agents. Ticket fields for automated resolutions include Resolution type, Resolution tier, and Channel group. See About automated resolution tiers and About ticket fields.

  • You can hide the translation disclosure message when using AI translations for ticket comments. By default, a "Translated by AI" notification appears when you send AI translated messages. For customer replies on async channels (email, web form, and API), you can use a setting in Admin Center to hide the disclosure. This setting does not apply to translations on live chat and messaging channels. See Turning on conversation translation for agents.

Accounts and billing

  • Eligible self-service and sales-assisted customers can buy more IT assets for IT asset management (ITAM) directly from the Subscription page in Admin Center. IT assets are sold in packs. Each asset pack includes 500 additional asset records per month. See Buying more IT assets.

Admin Center

  • Admin copilot is now available at no additional cost for all Zendesk Suite Professional and above accounts. It provides AI-powered insights, recommendations, and conversational assistance to help admins optimize their Zendesk setup. See About admin copilot.

  • The Features page in Admin Center has moved to a new location in Account > Usage > Features. To make the page easier to use, the page includes expanders to show and hide each product area. See Viewing and managing features.

AI agents

  • AI agent capabilities are being expanded to all Zendesk customers, removing plan distinctions and unlocking advanced features such as agentic reasoning and API integrations. Onboarding is streamlined with guided self-service and unified cross-channel management. See Getting started with AI agents.

  • The action builder integration with AI agents enables AI agent builders to invoke custom actions and action flows directly within the AI agents workspace, enhancing workflow flexibility. A new Actions menu organizes configured actions, API integrations, action flows, and custom actions for easier access. See Understanding the action builder and action flows.

  • The Understood conversations metric in the AI agents reporting dashboard has been updated to include conversations directly escalated to human agents as understood, reflecting more accurate AI agent performance. See Analyzing advanced AI agent performance with the reporting dashboard.

  • The automatic integration between AI agents and email now automatically connects newly created email AI agents to the email channel for new customers starting May 11, 2026. This includes automatic email integration setup, creation of an email automation trigger, and channel management limited to the selected brand. Existing customers retain manual integration. See email automation trigger.

  • AI agent reporting has been updated to unify conversation statuses across all channels and introduce a distinction between contained and verified resolutions, providing a more accurate view of AI agent performance. Automated resolution rate calculation now includes both contained and verified resolutions. These changes enhance transparency and clarity in AI agent outcomes. See About automated resolution tiers.

Copilot

  • AI ticket summary is now available with capped usage for Suite and Support Professional plans and above at no extra cost. This AI-driven tool creates clear, actionable overviews from complex ticket histories, boosting agent productivity with zero setup required. A monthly allowance of 5 AI tool uses per agent is included, pooled across the team, with a maximum of 500 uses per month. This expands access to Copilot functionality alongside generative AI writing tools introduced earlier. See Turning on and configuring AI-generated ticket summaries.

  • Three AI-generated procedure drafts are now automatically provided for new Copilot add-on customers within 24 hours of purchase, based on common support issues, recent solved tickets, and knowledge base articles. See About AI-generated procedures.

Agent Workspace

  • PDF preview in the Agent Workspace allows agents to view PDF attachments directly within the ticket interface without downloading them. This native inline viewer improves security by reducing local file downloads.

Objects and business rules

People

  • Verification status icons in the Customer list have been updated for clearer, more consistent display across the Customer List and User Profile page. Separate icons now indicate unverified users and unverified primary emails, improving clarity and accuracy of verification status.

  • A new custom role permission for managing ticket settings allows agents in custom roles on Enterprise plans and above to access and modify ticket settings in Admin Center, a capability previously limited to admins. See Creating custom roles and assigning agents for details.

  • The 12-hour session duration limit is being enforced for all team members to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions starting in Phase 2. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.

Knowledge

  • Automatic link discovery for the web crawler allows it to automatically discover and index your content by following links throughout your website. This eliminates the need for a sitemap or for manually specifying every page you want to crawl. The crawler now also supports complex sitemap structures, automatically following nested sitemap files to discover all available content without any additional configuration. See Using a Web Crawler to Index External Content.

  • Guru is now available as a knowledge source. You can now connect Guru to your Zendesk account to make the content to be accessible for help center search, generative search, AI agents, and Agent Workspace. See Connecting Guru as an external knowledge source.

Analytics

  • The Automated resolution usage dashboard now includes each action that consumes a resolution. The Contributing resolutions table provides detailed insights into individual automated resolutions, including ticket IDs, automation types, and usage timestamps. This update enhances transparency and helps analyze trends with data available from March 4, 2026. See Monitoring automated resolution usage.

  • Real-time monitoring is now the default live reporting solution for new Zendesk customers, replacing the prebuilt Explore live dashboard, which remains available only to users who accessed it before May 5, 2026. Real-time monitoring offers more powerful insights, consistent data, modern visualizations, and a foundation for future enhancements. See Real-time monitoring.

Workforce management

  • The agent adherence real-time dashboard has been added to the real-time monitoring dashboards, enabling workforce managers and supervisors to track agents' adherence to planned schedules with detailed reports and visualizations. This dashboard is accessible as a tab in the agent productivity real-time monitoring dashboard. See Using the agent productivity real-time dashboard.

Quality assurance

  • Group sync between Zendesk and Zendesk QA launches automatic synchronization of groups from Zendesk to Zendesk QA, excluding private groups. This eliminates manual updates by syncing groups automatically, with edits managed in Zendesk Admin Center. See Managing groups in Zendesk QA.

Apps and integrations

  • Zendesk Support Assistant for Microsoft Agent 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more—all without leaving Teams. See Getting Started with the Zendesk Support Assistant for Microsoft Agent 365.
  • The Voice of Customer (VOC) Patterns app from Zendesk Labs uses Zendesk AI to identify and explain patterns in your solved and closed support tickets, helping you uncover customer trends, common issues, and improvement opportunities without needing complex analytics or custom reporting. See Installing and using the VOC Patterns app.
  • Approval requests in Slack allows admins to send approval request notifications and receive responses directly in Slack, enabling approvers to approve or deny requests without leaving Slack. This integration reflects real-time status updates and reduces delays by moving approvals into a commonly used communication tool. See Understanding approvals and how they work.
  • Action flows enhancements introduce a daily schedule trigger, execution counts visibility, dynamic drop-down variables, new user management actions, expanded support for structured data, and increased action flow limits for better automation flexibility and scale. See Understanding the action builder and action flows and Creating action flows to automate processes.
  • Improved error and warning handling for configuration management enhances the display of errors and warnings during configuration deployments, making it easier for admins to identify and resolve issues with clearer guidance and a smoother workflow. This update is automatically rolled out to accounts with sandbox environment access.

What's new in Zendesk: May 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Copilot
  • Accounts and billing
  • Agent Workspace
  • Objects and business rules
  • Security
  • People
  • Knowledge
  • Messaging
  • Contact Center
  • Analytics
  • Quality assurance
  • New and noteworthy

Also, don't miss:

Support

  • Launchpad in Support provides a lightweight way for customers to engage with setup experiences. Key feature setup journeys are broken down into quickly accessible setup tasks, improving discoverability and keeping setup momentum going. See Using Launchpad in Support.

  • Views conditions now support filtering by custom ticket text fields with new text-based operators and expanded ticket sharing conditions, enabling more precise and flexible ticket filtering within views. See Using custom ticket fields in business rules and views.

  • Customizable filters for advanced search allow you to add and manage filters in a side panel to better refine Support search results. Customizations persist until sign-out or browser reset. See Searching Zendesk Support data.

  • Customers can now delete system support email addresses such as support@company.zendesk.com. This enhances control over email domains and improves security by reducing spam risks. See Managing your support addresses.

AI agents

  • A new automation potential report analyzes your customer conversations and identifies requests that can be automated with AI agents. This report provides brand-specific insights and sample ticket data, showing you exactly how an AI agent would respond to customer inquiries. See Viewing and using the automation potential report to create or enhance AI agents.

  • (Advanced) Agentic AI for advanced email AI agents is now generally available. This enables AI agents to understand emails, answer questions, automate procedures, and escalate when needed, reducing back-and-forth with customers. See About AI agents with agentic AI.

  • (Advanced) You can no longer change the subdomain in advanced messaging AI agents. The integration with messaging is now automatic based on the Zendesk account ID. To connect to a different subdomain, clone the AI agent and select the desired organization. See Cloning an advanced AI agent.

Copilot

  • Copilot now includes macro content suggestions and trust and safety recommendations. These new recommendation types help you improve agent productivity and account security without spending time going through complex settings. See Understanding Copilot recommendations.

Accounts and billing

  • Unified navigation provides a consistent, unified interface for navigating across Zendesk products and features. This interface significantly reduces the learning curve required for admins and agents to use Zendesk products. It also helps agents and admins with their day-to-day work by providing a consistent, simplified approach to navigation. See About unified navigation across Zendesk products.

  • Zendesk Advanced Compliance includes Health Data Hosting (HDS) certification in France. This certification is designed to strengthen the protection of PHI and build a trusted environment around eHealth and patient monitoring. See French Health Data Hosting (HDS).

Agent Workspace

  • Audio playback for agents in messaging conversations introduces an embedded audio player in Agent Workspace, allowing agents to play audio messages directly without downloading files, enhancing support efficiency and accessibility. See Playing back audio comments in messaging conversations).

Objects and business rules

Security

  • Agents in roles with data masking enabled can manage end users and merge tickets if their role includes these permissions. This update improves operational flexibility while maintaining privacy controls. See Turning on and configuring data masking.

  • The access log has been enhanced with detailed event information, including Access Log Event ID, Browser URL, and a new optional GraphQL log filter to reduce noise. These updates improve investigation speed, compliance, and usability for admins with the Advanced Data Privacy and Protection add-on. See Using the access log to monitor agent activity.

  • PII detection in attachments has been expanded to include detection of personally identifiable information in PDF attachments for customers with the Advanced Data Privacy and Protection (ADPP) add-on. PDFs containing detected PII will be highlighted and suggested for redaction to help reduce the risk of sensitive data exposure. See Turning on and configuring redaction suggestions.

People

  • Agents in custom roles can now be granted permission to manage capacity rules. Agents can be given varying levels of access to manage omnichannel routing capacity rules, including view, assign, or full admin-level control. This change also relocates related permissions into a new Omnichannel routing section for better organization. See Creating custom roles and assigning agents.

  • A new permission to restrict agents from editing their own profile allows admins on Enterprise plans to control which profile and contact fields agents can edit for themselves. Admins can manage these settings when adding or editing custom roles. See Permissions that agents with custom roles can have.

Knowledge

Messaging

  • A voluntary chat-to-messaging migration wizard streamlines the transition from live chat to messaging by automating feature configuration mapping and providing a clear checklist. It adapts to different migration histories, reducing manual effort and ensuring data integrity. See Migrating your live chat widget to the messaging Web Widget.
  • The article viewer for Web Widget opens help center articles inside the widget instead of a new browser tab, improving user experience by maintaining conversation context and session tracking. External and restricted articles still open in new tabs. This change is not yet available in Web Widget embedded mode.
  • Zendesk now supports encrypted direct messages for customers using the X channel for direct messages. Admins must turn on XChat in Zendesk to continue receiving DMs from users who have migrated to encrypted chat. See Supporting XChat (encrypted direct messages).
  • Automatic malware detection for messaging channels scans all attachments shared by end users and agents through messaging Web Widget and social messaging channels for malware, blocking suspicious files until reviewed. This enhances security and protects users from malicious content. See Managing malicious attachments.
  • You can now suspend users from messaging channels only, while keeping other support channels open. This provides flexibility to manage disruptive users without blocking all communication channels. See Suspending and unsuspending end users and Understanding and allowing user suspension.

Contact Center

  • The Zendesk Identity Provider (IdP) for Contact Center is now generally available, enabling a Zendesk-managed federation flow for AWS services such as Amazon Connect and Cognito. After users authenticate with their corporate IdP, Zendesk helps broker access into the Contact Center environment, reducing login friction and simplifying access across tools. Configuration is available upon request through Zendesk Customer Support. See AnnouncingAnnouncing Zendesk Identity Provider (IdP) for Contact Center.

Analytics

  • The real-time monitoring dashboards have new features, including a "Show empty rows" toggle to display inactive brands, groups, and queues, a 30-day data extension for recent-history metrics, and brand-level permissions for restricted data access. See About real-time monitoring dashboards.

Quality assurance

  • Group sync between Zendesk and Zendesk QA. Until now, groups in Zendesk and Zendesk QA have existed independently, which required manual updates in both places. With this update, groups in Zendesk automatically sync to Zendesk QA and are available there. See Managing groups in Zendesk QA.

New and noteworthy

What's new in Zendesk: April 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Copilot
  • Agent Workspace
  • Objects and business rules
  • People
  • Knowledge
  • Messaging
  • Security
  • Analytics
  • Employee services
  • Workforce management
  • Developers
  • Notable content

Also don't miss:

Support

  • Omnichannel routing can now route ended calls as email tickets. You can use the Set routing channel ticket trigger action to change the routing channel for completed calls to email. Additionally, a Routing channel ticket trigger condition makes it possible to act on tickets based on their routing channel rather than just the channel it is originally received through. See Ticket trigger conditions and actions reference.
  • AI translation support for outgoing messages on all async ticket channels, including email, web form, and API. A consolidated translation engine is used for both incoming and outgoing messages on async ticket conversation channels. See Understanding conversation translation.

AI agents

Copilot

  • Copilot offers AI-based recommendations for omnichannel routing configurations. There are 21 routing recommendation types in Admin Center, covering all aspects of omnichannel routing setup and advanced optimizations. Admins can filter recommendations by type for easier access. See Optimizing workflows, tasks, and routing with AI recommendations.
  • Group-level permissions are available for the Copilot ticket summarization feature. This lets you assign permission to this feature by group, ensuring that the right people have the right tools at the right time. See Turning on and configuring AI-generated ticket summaries.

Objects and business rules

People

Knowledge

  • Select knowledge features that were previously restricted to either the Copilot add-on or Enterprise plans are now available to all Suite and Knowledge plans.
    Specifically, generative AI writing tools and AI translation for articles no longer require the Copilot add-on. Help center federated search, subsections in help center, and article multiplacement are no longer restricted to Enterprise plans
  • Generative search and quick answers have been updated to use the same retrieval-augmented generation (RAG) system as AI agents. This change improves the accuracy, consistency, and relevance of AI-generated responses across help center and Agent Workspace.

Messaging

Security

  • All accounts can optionally enforce a maximum session duration for team members, which means that, regardless of activity, users will be forced to sign out after a specified period of time. See Setting session timeout for users.

Analytics

Employee Services

  • Task lists are generally available. Defined by admins for common types of tickets, agents can add task lists to their tickets to help ensure they take all of the necessary actions to solve the request. See Creating task lists to help agents solve tickets.
  • Organizing your services into categories in your service catalog makes it easier for employees to find and request the services they need, while also simplifying the admin experience of managing the services in the service catalog. See Creating and managing categories for your service catalog.
  • The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.
  • Admins can decide whether to allow end users to approve approval requests. This provides more control over approval workflows by limiting approvers to agents or groups if desired. See Turning on and configuring approval requests.
  • The Okta and Microsoft Entra connectors for action builder are designed to automate critical identity and access management tasks across the employee lifecycle and streamline employee service and IT service management workflows. See Using Okta actions in action flows and Using Microsoft Entra ID actions in action flows.

Workforce management

Developers

  • The Custom Queues API provides detailed, channel-specific queue metrics across email, messaging, and voice channels, enabling rich, customized reporting and operational optimization. It offers metrics like acceptance rate, queue size, traffic counts, and wait times, with flexible filtering and 90-day historical data access. See Queue Events API documentation.
  • The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.

Notable content

  • Use the Agent Home Solutions Guide to get the most out of Agent Home. When configured properly, Agent Home enables you to leverage your agents' visibility into their own work assignments. With your agents and AI managing the front-line assignments, it frees you up to have a broader, high-level overview of how Zendesk is working for you. See Agent Home Solutions Guide to optimize ticket workflow.

What's new in Zendesk: March 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Copilot
  • AI agents
  • Objects and business rules
  • Accounts and billing
  • Security
  • People
  • Employee services
  • Analytics
  • Knowledge
  • Messaging
  • Voice
  • Contact Center
  • Workforce management

Also don't miss:

Support

Copilot

AI agents

Security

Objects and business rules

Accounts and billing

  • Billing admins can instantly buy the Copilot add-on. Accounts that have limited access to Copilot writing tools can purchase the full Copilot add-on directly from the product interface. See Instantly buying the Copilot add-on.

  • Launchpad includes categories that organize setup tasks by theme or purpose. A new Account basics category will highlight the essential steps new customers should complete after purchasing Zendesk. Launchpad is available on all Zendesk Suite and Support products, including Zendesk Customer Support Suite and Zendesk Employee Services Suite. See Using Launchpad to unlock the full potential of Zendesk.

  • The Premier plan been redesigned and renamed to offer enhanced technical expertise, consulting, 24/7 global coverage (English only), priority routing, and SLA-backed guaranteed response times. Key updates include the introduction of the Expert Access Catalog, unlimited Expert Access assessments, interactive workshops, and added technical strategy with a Technical Account Manager. These changes aim to help customers realize value faster, increase product adoption, and reduce downtime.

People

Employee services

Analytics

Knowledge

Messaging

Voice

Contact Center

Workforce management

https://support.zendesk.com/hc/en-us/articles/10303445164954-Announcing-Jira-Server-support-transition-to-maintenance-mode

https://support.zendesk.com/hc/en-us/articles/10306014823194-Announcing-enhancements-to-approval-requests

What's new in Zendesk: February 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Copilot
  • Objects and business rules
  • Accounts and billing
  • People
  • Messaging
  • Voice
  • Contact Center
  • Analytics
  • Security
  • Workforce management
  • Developers
  • Notable content

Also don't miss:

Support

AI agents

Copilot

Objects and business rules

Accounts and billing

People

Messaging

Voice

Contact Center

Analytics

  • Explore light agent permissions have been expanded for Enterprise plans. Light agents can now be granted permissions to manage reports and dashboards or have their Explore access removed entirely, providing admins greater control and flexibility. See Giving users access to Explore.https://support.zendesk.com/hc/en-us/articles/10167720528282-Announcing-expanded-Explore-permissions-for-light-agents
  • Brand-based permissions and expanded dashboard restrictions allow admins to control analytics data access by brand, enabling agents to see only their brand's data. Dashboard restrictions now support more dynamic attributes and increased limits, enhancing data governance and scaling dashboard access safely. See Giving users access to Explore.
  • Full edit access to legacy custom dashboards has been extended through December 31, 2026, and legacy prebuilt dashboards will be retired on February 18, 2026, as we continue the transition to the new analytics dashboard builder.

Security

  • Admins can require authentication specifically for files uploaded by end users. The private end-user attachments setting helps prevent unauthorized access to customer-provided files, while still allowing customers to easily access files sent by your agents. See Allowing end users to attach files to tickets.

Workforce management

Developers

  • The Bookmarks API now excludes archived tickets to improve performance and ensure consistency across the platform. This change speeds up view loading times and aligns the API with Zendesk's ticket archiving practices. No action is needed unless your application expects archived tickets from this API. See Archived tickets.

Notable content

2025 recap: What's new in Zendesk

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

In case you missed it, here's a recap of what was new in Zendesk in 2025:

  • Support
  • Copilot
  • AI agents - Essential
  • AI agents - Advanced
  • Admin Center
  • Accounts and billing
  • Security
  • Objects and business rules
  • Messaging
  • Knowledge
  • Voice
  • Analytics
  • Quality assurance
  • Workforce management
  • Apps and integrations

Support

Key updates

  • Agents can pick between dark mode or light mode in the Support ticketing system. When activated in Admin Center, dark mode in Support provides agents with the flexibility to choose the interface that best suits their needs. See Using dark mode.

  • Approval requests for tickets is now available. With approvals, your team can send approval requests to other team members or registered end users directly from the Agent Workspace. Approvals is designed to work well for customer service and employee service scenarios. See Understanding approvals and how they work.

  • Agents can identify when outbound email delivery failures have occurred. Warning messages provide information about which recipient didn't receive the email and why, including SMTP error codes to help troubleshoot the problem. See Understanding email delivery failures in the Zendesk Agent Workspace.

  • Side conversations are now available in the Support mobile app. Agents can view and reply to email-based side conversations on a ticket in the iOS and Android mobile apps, helping your team collaborate with anyone - teammates, other departments or external partners - without ever leaving the ticket. See Working with tickets in the Support mobile app.

Additional enhancements
  • Zendesk generates ticket events when ticket CCs are modified during a user merge. This change provides greater visibility into user merge-related activity. See Viewing all events for ticket updates.
  • The Advanced Data Privacy and Protection add-on can now detect PII in 20 additional languages. See Zendesk language support by product.
  • New configuration settings for side conversations give admins greater control over ticket conversation performance. New settings include: Only show agent email addresses, Allow dynamic subdomain detection, and Use signature in side conversations. Previously, these options were available only with assistance from Zendesk Customer Support. See Activating and configuring side conversations.
  • A new granular permission allows agents in custom roles to create and edit end users without the ability to delete them, enhancing security and operational control by decoupling these actions. See Creating custom roles and assigning agents.
  • Enhanced dynamic filtering for lookup relationship fields makes it possible to build filter data availability in all lookup relationship fields, across all objects. Additionally, filtering lookup relationship fields now supports the operators matches and does not match, making it easier to include and exclude data. See Using lookup relationship fields.
  • You can import up to 300 recent emails when adding support addresses using the Microsoft Exchange connector or Gmail connector, simplifying the onboarding process. Previously, import was not available on the Exchange connector.
  • Sender authentication has been enhanced, allowing you to select the level of protection you need for different inbound email pathways. See Turning on sender authentication.
  • Rich text formatting (RTF) options are available for web and mobile messaging channels. Previously, RTF options were limited to email channels and internal notes. See Rich text formatting options reference.
  • Agent and end-user approvers can now add and view comments on approval requests assigned to them. Approval request comments allow the approval requests to be a single-source of information related to the request, preventing the need to fracture conversations about pending approval requests across other channels. See Responding to approval requests as an agent and Responding to approval requests as an end user.
  • Approval requests can be assigned to a group of agents instead of a single individual, enabling any agent in the group to respond and complete the request. See Creating approval requests.
  • Admins can control the visibility of requests across brands. See Configuring the visibility of user requests across brands in the help center Customer Portal.
  • AI-powered conditions are available in contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields, along with custom ticket fields. See Setting up contextual workspaces.
  • Admins can deactivate Agent Home if desired. Previously, accounts that were automatically upgraded to Agent Home as the default could not deactivate it. See Using Agent Home to manage your work efficiently.
  • You can now print a printer-friendly version of any side conversation from any channel, including email, Microsoft Teams, Slack, and child tickets. See Printing tickets.
  • Channel switching logic for inactive messages has been improved. Default privacy settings now apply to inactive messages and email replies. See About channel switching logic in the ticket composer.
  • Improvements to the Custom object records page make it easier for agents and admins to use the record lists and see more information about the records with fewer clicks. See About the Custom object records page.
  • You can now search dynamic content by title and placeholder. Previously, admins could only search by the content in variants. Providing multiple language support with dynamic content.
  • Side conversations are available exclusively in the context panel. See Using the context panel.
  • A new setting is available to turn on draft mode for comments by default. Instead of requiring each agent to turn on draft mode for themselves, admins can set draft mode to be on by default for all agents in all tickets. See Automatically activating and deactivating draft mode.
  • If Agent as requester settings hide internal notes, agents lose access to their tickets if they don’t belong to the ticket's group or brand. This allows agents to submit tickets on behalf of others while controlling ticket access and visibility. See Restricting agent access on tickets where they're the requester.
  • Slovak and Ukrainian language support has been officially added across Zendesk products. See Zendesk language support by product. See Zendesk product language support by product.
  • Department spaces now works seamlessly with omnichannel routing. Previously, using these features together required special configuration to avoid routing issues. Now, tickets are only assigned to agents who are members of the ticket's brand. See Restricting agent ticket access by brand (department spaces).
  • Brand memberships can now be managed directly from the agent's profile. See Restricting agent ticket access by brand.
  • Assigning brands to new team members has been streamlined. Instead of manually assigning brands every time you add a team member, you can now assign team members to all brands by default. See Configuring brand membership settings for new team members.
  • A No brand filter has been added to the Team members page, allowing you to quickly identify agents who are missing a brand assignment. See Filtering team members by brand.
  • Admins can manage team members' group membership in bulk, instead of managing each individually on the Team members page, and admins can view and filter team members by their group membership. See Viewing and managing team member group membership.

Copilot AI

Key updates

  • For auto assist procedures, you can view how each published version of the procedure performed and restore past versions as needed. Every time you update and publish an auto assist procedure, a new version is saved along with detailed revision tracking and performance metrics. See Viewing published procedure revisions and restoring a previous version.

  • There is a new Overview: Copilot page and a new Recommendations page in Admin Center.

  • Auto assist can now provide direct instructions for agents in the Agent Workspace. With this enhancement, you can define auto assist procedures with direct instructions that will be presented to agents at a specific point of the ticket lifecycle. See Creating instructions for agents in auto assist procedures.

  • You can now create custom intents for intelligent triage and add intent categories and sub-categories. Creating custom intents gives you greater flexibility over your available intents and allows you to address specific business needs. Adding intent categories and sub-categories allows you to group and organize custom intents, making it easier to reflect your business structure, improve visibility, and manage intents at scale. See Personalizing intelligent triage by creating custom intents.

  • Three new generative AI writing tools - Tone of voice, Simplify, and Custom prompt - are now included as part of agent copilot. Agents can use these new writing tools to improve the content of their ticket comments in different ways. See Enhancing ticket comments using generative AI.

Additional enhancements

AI agents - Essential

Key updates

  • AI agents can now create AI-generated answers based on external content sources. This lets you leverage the content you've already created outside your Zendesk help center to deliver consistent, high-quality responses to customers in AI agent conversations. See Connecting external content sources to an AI agent to power AI-generated answers.
    These external content sources include:

    • Confluence sites and spaces

    • Web-crawled content from public or authenticated websites

    • Other external records ingested through the Federated Search API

  • AI agents are now available on email and web form channels. These AI agents send generative replies to customer questions based on relevant help center content, including direct links to the articles for more context. This means fewer follow-ups, more automated resolutions, and less work on your teams. See Creating an AI agent to automatically resolve customer issues.

Additional enhancements
  • Settings for AI agents and proactive messages in Admin Center have moved. AI agent settings are under AI > AI agents. Proactive messages settings are under Channels > Messaging and social. See Admin Center settings.
  • Instructions are now available for email AI agents - Essential. Instructions let you control AI agent responses in ways beyond customizing their default persona options. See Using instructions to influence AI agent responses.
  • You can now use instructions to tailor your AI agent’s generative responses in AI agents - Essential. This feature was previously available only in AI agents - Advanced. See Using instructions to influence AI agent responses.
  • Generative AI features are now available to existing customers. Existing AI agent customers (defined as those who had any drafted or published AI agents as of February 2, 2025) now have access to the generative AI features included in AI agents - Essential. See About AI agents.

AI agents - Advanced

Key updates
  • Conversations between your AI agents and end users can be viewed as tickets in Support and Agent Workspace. These AI agent tickets are read-only and don’t execute triggers or other automated workflows, which means there’s no impact to your existing setup. Once these conversations are escalated to a human agent, your existing workflows for handling tickets come into effect as they do today. See Using the dashboard to monitor and manage advanced AI agents.
  • A new default landing page provides quick access to overall performance metrics, relevant actions, and resources. This page makes it easier to build, launch, and monitor advanced AI agents. See Using the dashboard to monitor and manage advanced AI agents.
  • A new analytics dashboard provides a comprehensive, at-a-glance view of your organization’s advanced AI agent performance. This dashboard simplifies reporting for AI agents - Advanced so you can focus on the metrics that matter most. See Analyzing advanced AI agent performance with the reporting dashboard.
Additional enhancements

Admin Center

Key updates

  • A simple setup wizard for AI agents is available to help Zendesk Suite trial customers learn how AI agents work. The wizard provides admins with the opportunity to create and customize a sample AI agent that can automatically resolve customer questions. See Add AI agents to automatically resolve questions.

  • The Features page in Admin Center gives Zendesk Suite customers greater transparency and control over their accounts. You can now easily view your current plan capabilities, active trials, and key add-ons — all in one place. See Viewing and managing features.

  • Zendesk Launchpad provides you with step-by-step instructions to set up your Zendesk account. Use Launchpad to set up Zendesk basics and to discover new features to try out. Use it as your one-stop location for getting the most out of your Zendesk account. See Using Launchpad to unlock the full potential of Zendesk.

Additional enhancements
  • The Email, Views, and Ticket settings pages in Admin Center have been modernized.
    • The Email page layout groups related email settings together.
    • The Views page has unified filters, drag-and-drop reordering, a higher column limit, and configurable Status column.
    • The Ticket settings page update separates key ticket settings into clearer, expandable sections, and provides new features and controls.
  • Navigation for AI-related pages in Admin Center has been consolidated into a single section, making it easier to access. See Admin Center settings.
  • Zendesk Suite trials include a Microsoft Exchange connector to connect your non-Zendesk email servers that are based on Microsoft Exchange directly to your Zendesk Support instance. See Connect with Microsoft Exchange.
  • In Zendesk Suite trials, admins can use Agent Home to track their progress on completing trial tasks. When you set up a new trial account, Agent Home provides links to the basic setup tasks. See About the Zendesk trial tasks.
  • Zendesk Suite trials have a streamlined adoption wizard to get new customers up and running as soon as possible. The wizard guides you quickly through basic setup tasks. See Welcome to your Zendesk Suite trial.
  • You can customize ticket information as part of a Zendesk Suite trial. Zendesk provides a setup wizard that shows you how to add custom fields to your ticket. With custom ticket fields your agents can capture the exact information they need to quickly solve tickets. See Zendesk Suite trial: Customizing your ticket information.
  • A simple setup wizard for views is available to help Zendesk customers learn how to create custom views. See Zendesk Suite trial: Creating ticket views.
  • A simple setup wizard for triggers and automations is available to help Zendesk trial customers get started with workflow automation. The wizard provides customers with some example tasks and automations they can activate in their account. See Zendesk Suite trial: Streamlining your workflows.
  • A simple setup wizard for macros is available to help Zendesk Suite trial customers get started creating macros. The wizard provides admins with some example macros they can activate. See Saving time with macros.

Accounts and billing

Key updates
  • With account configuration management, you can inspect your production and sandbox environment's configuration, save snapshots of environment configurations, compare configurations between snapshots, and deploy configuration items from one environment to another. See Deploying account configurations from one environment to another.
  • Customers who want to exclusively use Zendesk products for internal employee services, such as Human Resources (HR), Finance, Legal, and Information Technology (IT), can trial and purchase Zendesk Employee Service Suite plans designed specifically for that purpose. See Buying Zendesk Employee Service Suite (ES).
  • Sandboxes have been simplified and made available to more plans. On Support Enterprise plans, one sandbox is included. On Suite Enterprise plans and above, two sandboxes are included. Additionally, Support Professional plans and above and Suite Growth plans and above can purchase sandboxes as an add-on. See About Zendesk sandbox environments.
Additional enhancements
  • Try out products and add-ons in a temporary sandbox environment that reflects your production account's configuration and data. Trial sandbox environments can be requested through Zendesk Customer Support or Zendesk Sales. See About Zendesk sandbox environments.
  • Direct debit payment accounts (via ACH) are available as a payment method for self-service customers in the USA. Previously, only eligible sales-assisted accounts could use this payment method. See Managing payments.
  • You can increase the number of generative searches per month with an add-on, if you exceed the default of 100,000 generative searches per month. See About Zendesk add-ons.
  • Zendesk has updated the product tray to improve usability and make products easier to access. See Switching among products.
  • The name of the Advanced AI add-on changed to Copilot to help clarify its usage. This is a name-change only. See About Zendesk add-ons.

Security

Key updates

  • Admins can create end-user deletion schedules and attachment deletion schedules. User deletion schedules delete end users who haven't been active for a period of time. See Creating end-user deletion schedules. With attachment deletion schedules, you can automatically delete attachments in bulk. See Creating attachment deletion schedules. Both features help you manage data storage and comply with global privacy legislation.

  • A new security dashboard helps you assess and enhance your account's security posture. The dashboard provides context about potential risks and offers clear recommendations. See Analyzing and improving the security posture of your Zendesk account.

  • Admins can set permission restrictions on custom object records to control which records are accessible to end users and agents in custom roles to view, add, update, and delete. Admins can define access rules and apply them individually to each permission for each end user and custom role. See Refining custom object record permissions with access rules.

  • Data masking is available for customers with the Advanced Data Privacy and Protection add-on. Data masking allows you to hide end-user names, phone numbers, and email addresses for agents and light agents in custom roles. See About data masking.

  • Advanced encryption has been added to the Advanced Data Privacy and Protection add-on (ADPP). Advanced encryption is an enhancement to Zendesk's standard encryption and provides an additional layer of security for personally identifiable information (PII) within Zendesk by giving you control over your encryption keys. Specifically, with advanced encryption, you can encrypt user fields, such as name, alias, and signature with keys stored in your key management system. See Setting up advanced encryption (ADPP add-on).

  • The enhanced access log provides clearer, more actionable insights to the Advanced Data Privacy and Protection (ADPP) add-on. This update adds detailed business context, accurate product categories, and concise summaries to each log entry. See Using the access log to monitor agent activity.

Additional enhancements

Objects and business rules

Key updates

  • The action builder and action flows are now generally available. The action builder is Zendesk's new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. Non-technical admins can create custom action flows, integrations, and automations for human and AI agents using the library of prebuilt connectors and actions. See Understanding the action builder and action flows.

  • Customers with the Advanced Data Privacy and Protection (ADPP) add-on can use ticket triggers to automatically redact PII in ticket comments. This feature provides full control over when and how PII is protected in Zendesk, eliminating the need for manual redaction. See Automatically redacting sensitive information in tickets using triggers.

  • Omnichannel routing updates provide more flexibility for calculating capacity, routing based on percentages, prioritizing skills, and more. Updates include the ability to:

Additional enhancements

Messaging

Key updates

  • Share estimated wait time and queue position once your customer’s messaging ticket is added to the queue. The wait time and queue position will be updated as the ticket progresses in the queue. See Displaying wait time estimates in messaging conversations.

  • You can restrict end-user access to your Zendesk messaging channels by banning their IP address. When an IP address is banned from your messaging channels, all end users from the banned address are blocked from conducting conversations with your AI or human agents. See About banning IP addresses from messaging channels.

  • Send automatic reminders to end users when their messaging conversations become inactive. Admins can configure and customize up to three reminders as part of the Capacity release settings in Admin Center. These inactivity reminders are turned on by default for most customers. See Automatically releasing agent capacity for inactive messaging conversations.

  • Messaging goals let you track specific customer actions. Goals can be assigned to agent groups, allowing you to track which conversations lead to a completed goal, and see how often each agent is responsible for driving the action. See Tracking customer actions with messaging goals.

Additional enhancements
  • Web Widgets can now be configured to use help center authentication for end users. When help center authentication is turned on for the Web Widget, interactions with the Web Widget by end users who are signed into the help center automatically adopt the user's signed-in identity. See Turning help center authentication for messaging on and off.
  • You can now end messaging sessions with a ticket trigger, using the Ticket > Messaging session | End Session action. This can be used to manage ticket surges, ticket submissions out of business hours, and reporting when a session is ended. See Ticket trigger conditions and actions reference.
  • Expanded list of messaging trigger conditions includes Customer Page URL, Customer Country, Customer IP, and Customer email. These new conditions allow you to incorporate customer location data and browsing context as part of your trigger. See Messaging triggers conditions and actions reference.
  • New messaging trigger actions and placeholders allow you to suspend users, use dynamic content to display an AI agent name and avatar, and include Support placeholders in your trigger actions. See Messaging triggers conditions and actions reference.
  • Updated omnichannel routing logic for agent-ended messaging sessions means only tickets whose routing channel changes from messaging to email after the session ends are eligible for routing. See Understanding ticket routing for tickets with agent-ended messaging sessions.
  • Rich text formatting options for web and mobile messaging channels are now supported in ticket comments. See Rich text formatting options reference.
  • Multiple conversations are available for the Unity SDK channel. Multi-conversations let your end users conduct multiple messaging conversations simultaneously. Allowing multiple conversations for your end users.
  • Assign a separate AI agent, third-party bot, or custom responder as the default responder for each messaging channel, using Admin Center settings or SunCo switchboard APIs. This means admins can gradually roll out a new responder, set up a VIP channel, and more. See Managing third-party bots in Admin Center.
  • Use dynamically-updated placeholders in messaging triggers to update the messaging agent's name, and to localize automatic responses based on the end user's preferred language. See Using dynamic content in messaging triggers.
  • Automatically apply rich-text formatting to AI agent-generated responses in messaging conversations. This adds structure to messages displayed to end users and to agents. See About rich text formatting in messaging conversations.
  • Threaded comments on a public Facebook channel automatically create a new ticket if the setting is turned on. Additionally, any comment on an existing post automatically creates a ticket, if one does not already exist. See Setting up your public Facebook channel
  • Apple Messages for Business is back. Adding it to your Zendesk configuration lets your end users connect with both live agents and advanced AI agents through the Messages app on their Apple devices. See Adding and configuring the Apple Messages for Business channel.

Knowledge

Key updates

  • You can now create one article and place it in up to 10 different sections across all brands in your help center. Updates to the article’s content are automatically reflected across all placements, so you only need to create and maintain content once. See Placing articles in multiple sections.

  • AI translations for articles can quickly generate translations for articles directly within the new article editor for help centers configured to support multiple languages. For example, you can create an article in your default language, then use the AI translation feature to automatically translate the article into any language supported by your help center. See Translating articles in your help center using AI.

  • Generative search is now available in the help center. With generative search, users can enter a question or phrase in the search bar of the help center and within seconds receive a concise answer without having the click through multiple search results or scan related articles for an answer. See Using generative search to provide AI-powered answers to search queries.

  • You can now use your ticket data and generative AI to create a help center. If you don’t yet have a help center or if your help center is incomplete or out of date, you can quickly create a new one based on your ticket ticket data from the last 30 days, your most common customer issues, and your key business data. See Creating help center content using ticket data and generative AI.

  • The knowledge connector to Confluence is now available. Connect to Confluence sites and spaces to ingest the external content and make it discoverable in the Agent Workspace search, help center search, and generative search. See Connecting Confluence to your Zendesk account as an external knowledge source.

Additional enhancements

Voice

Key update

  • Real-time AI suggestions for voice calls gives your call center agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your help center, including any support articles, policies, troubleshooting guides, and internal FAQs you might have. See Using real-time AI suggestions for voice calls.

Additional enhancements
  • The maximum queue size that admins can configure has been increased from 60 to 1,500. See Configuring voice channel settings.
  • Agents can now select the device on which their ringtone plays for incoming calls. This ensures that agents can step away from their computers without missing a call, as the ringtone can be heard through an external device such as a speaker or Bluetooth headset. See Receiving incoming calls.
  • The Talk transcription service now includes the following new features:
    • Automatic speaker labeling: Transcripts now identify who is speaking (agent or customer) during phone conversations.
    • Keyword boosting: Highlight specific words, such as product names or industry terms.
    • Automatic redaction: Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions.
      See Zendesk Talk call transcription and summarization FAQ.
  • Talk SIP-IN lines support IVR. SIP-IN lines can now use phone trees (IVR), enhancing call management beyond group routing. See Routing incoming calls with IVR.
  • Secure media (TLS/SRTP) support for SIP-IN lines encrypts SIP signaling with TLS and media with SRTP, enhancing call security by rejecting non-encrypted calls. See Adding a SIP-IN line.

Analytics

Key updates

  • Real time monitoring dashboards combine data from various channels to provide visibility into your business. These new reports combine both real-time and historical views of your data to give you a clearer picture of your business. Real-time monitoring is a new space within Zendesk Analytics. See Working with real time monitoring dashboards.

  • The user sessions and page efficiency reporting dataset, along with the prebuilt dashboard, help identify content that effectively addresses user questions and pinpoint the content responsible for users creating new tickets. The user sessions dataset helps admins to see user session outcomes for specific users and look at trends across different roles. The page efficiency dataset is focused on content performance, which content is most helpful, and which may be responsible for the most tickets submitted. See Analyzing your user session and page efficiency activity.

  • Zendesk Copilot: Agent productivity dashboard is now available. This dashboard allows you to track how agents interact with Copilot AI in Zendesk by providing a clear view of how they adopt and engage with Copilot AI tools. This information helps you track usage, optimize workflows, and boost productivity. See Analyzing your Copilot activity.

Additional enhancements

  • Real-time monitoring dashboards have been enhanced with recent-history metrics for incoming tickets and agent productivity, including a new leaderboard. SLA live reporting now shows ticket-level SLA statuses, new visualizations, and filters by SLA status and policy. Skills and tags filters are added to incoming tickets and ticket progress dashboards. See About real-time monitoring dashboards.https://support.zendesk.com/hc/en-us/articles/10073405631514-Announcing-new-functionality-for-real-time-monitoring-dashboards

  • Quick reports harness the power of AI to empower you to write simple prompts that generate the reports you need in seconds. See Creating AI-powered quick reports.

  • The Zendesk Messaging prebuilt dashboard has been updated with new metrics and reports to better evaluate how your team is handling messaging tickets. See Analyzing your messaging tickets.

  • A new tab with auto assist usage data is available on the Zendesk Copilot: Agent productivity analytics dashboard. See Analyzing Copilot activity.

  • Enhanced reporting for custom objects provides reporting on standard objects and custom object fields that relate to them. If a custom object has a lookup field that points to the Tickets object, for example, you’ll be able to find its fields in datasets such as Support: Tickets and Support: Updates history. See Building reports.

  • The omnichannel routing queues dashboard helps you monitor how well omnichannel routing queues distribute work to agents. Use this dashboard to understand the inbound and outbound volume of queues, as well as the average and longest wait times for any given queue, and drill down to tickets within the queue to understand why the ticket entered or exited the queue.
    Additionally, you can access metrics and attributes that enable you to create your own reports. See Analyzing omnichannel routing queues.

  • Explore group-based permissions allow you to define data access in Explore based on the groups agents belong to. Previously, group permissions were only available for the Support: Tickets and Support: Updates history datasets. See Giving users access to Explore.

  • The change attribute component is now available in the new Explore dashboard builder. Use this tool to "slice" your dashboard data using different attributes without needing to duplicate reports. See Adding interactive dashboard components.

  • All new custom Explore dashboards must be created using the new dashboard builder. You can continue opening and editing dashboards created using the legacy dashboard builder during this period. In July 2025, legacy dashboards will become view-only. See Creating Explore dashboards.

  • There is a 90-day data retention limit for the Omnichannel: Agent daily state dataset in Explore starting April 21, 2025. This will improve report loading speeds and ensure the dataset's correct functioning. See Metrics and attributes for agent state and activity.

  • There is a 37-month data retention limit for Explore starting July 7, 2025. This is designed to provide a significant performance boost to reports with minimal negative impact on the overall reporting experience.

Workforce management

Key updates

  • Weekly schedule duplication in WFM. Admins can now duplicate an entire week of shifts for a team, group, location, or even all agents at once. Additionally, they can copy an agent's schedule for future weeks or paste it for another agent to use. See Duplicating agent schedules.

  • WFM has two new run events for early and late to start and end day automations. These events dynamically identify deviations from planned schedules, allowing users to receive notifications and perform automated actions, such as clocking out users and deleting their timesheets. See Creating WFM automations to manage agent activity.

  • Automatic shifts in WFM now include an option to define a rotation period. Defining a number of days or weeks for a rotation period will make the scheduling algorithm rotate users between different starting times, both flexible and specific. See Rotating automatic shifts.

  • Zendesk WFM performance boards are now available. Performance boards allow you to create sets of reporting metrics, define goals, and share them with your teams. If you'd like to foster some friendly competition, there’s also an option to turn on leaderboards for your performance boards. See Understanding WFM performance and leaderboards.

Additional enhancements
  • Audit logs in WFM now include events for account settings, user management, general tasks, schedule editing, workstream, and location. Zendesk Workforce Management (WFM) enhanced WFM audit logs by adding the most relevant events related to account settings, user management, general task, and schedule editing. Workstream actions include creating and editing, adjustments to workstream prioritization, agent assignment and more. Location events include actions, such as creation, updates, and deletions of locations, shifts, and folders. See Viewing the WFM audit log for changes.
  • Visibility of agent time off requests has been expanded. The sidebar displays time off requests for a full year ahead, while maintaining the 30-day view for past requests. See Requesting time off.
  • The staffing forecast calculation for WFM has been improved. Staffing forecast calculations and results are now rounded to one decimal place. See Understanding required staffing.
  • Admins can now bulk replace tasks in the WFM schedule. Easily switch agents’ tasks to different ones in bulk. This can be handy when re-prioritizing workstreams for the day, switching a team’s focus to another channel, or simply replacing a cancelled meeting or event. See replacing tasks in bulk.
  • Bulk management for teams, users, and workstreams in WFM. Admins can add and remove users from multiple teams at once. Admins can manage auto tracking and task lock settings for team members in bulk. Additionally, admins can add and remove users from multiple workstreams at once. See Adding and removing users from teams in bulk, Viewing team member profiles and editing tracking settings and Adding and removing users from multiple workstreams in bulk.
  • Move of the Google Calendar integration for WFM to Admin Center. Activating and deactivating the Google Calendar for Zendesk WFM integration has moved from the Integrations section of Zendesk WFM into Admin Center. See Activating and deactivating the Google Calendar for Zendesk WFM integration.
  • WFM now supports CSV exports of the Agent activity timeline. This functionality allows teams to access, analyze, and report on agent activities outside the WFM interface. See About the Agent activity page.
  • Grouping and filtering historical reports by organization. WFM now supports grouping and filtering historical reports by organization. See About custom WFM report templates.
  • Manually adding activities in the agent activity timeline in WFM. Admins can now manually add activities, such as general tasks or untracked time, directly into the agent’s activity timeline. See Managing agent activity.
  • Revert schedule changes to the last published state in WFM. Admins can now revert a schedule to the last published state and reset all changes made to shifts. See Reverting published changes.
  • Agent time tracking outside of Zendesk. Extension tracking allows WFM general tasks to be mapped to specified URLs so that agent activity is tracked when they visit any URLs you specify. See Tracking agent time spent outside of Zendesk.
  • Control whether to automatically add new team members when new users are created in Zendesk. See Managing user access in your WFM account.
  • Add notes to scheduled tasks in WFM. Leave notes on tasks to describe the meeting agenda, highlight specific chats to focus on, or to indicate which view or queue to monitor. See Creating automatic shifts.
  • Agents can now resync their Google calendars with their WFM agent schedule in the Agent Workspace. See Syncing your Zendesk WFM schedule with Google Calendar.
  • New auto-tracking setting allows admins to turn automatic tracking on or off. With this update, managers can decide which users can track their activity manually. See Activating and deactivating auto-tracking and task lock.
  • Sort by shift start time. By default, your schedule page displays agents sorted by name. You can now also reorder them by their shift start time. See Navigating the schedule.

Quality assurance

Key updates

  • Zendesk QA prompt-based AI insights is now available. By using or modifying our ready-to-use AI prompts or crafting new ones, you can ask targeted questions about conversations using natural language and automatically score or flag them based on your criteria. See About AI insights in Zendesk QA.

  • Zendesk QA Advanced Scorecards updates. Scorecard, category, and root cause creation and management now occur at the account level rather than within a workspace. Here, admins and account managers can seamlessly copy and transfer scorecards and categories, mark them as active or inactive, and use them across multiple workspaces without duplication. See Viewing and managing scorecards and Creating scorecards.

  • Zendesk AutoQA for Voice. In addition to your current text-based interactions (chats and emails), AutoQA now reviews calls. Zendesk QA auto scoring is available for voice calls in five predefined categories: Greeting, Closing, Empathy, Comprehension, and Solution offered. See Using the context panel.

  • Zendesk QA user and license management has moved to Admin Center. See Understanding roles and permissions in Zendesk QA.

  • Voice for Zendesk TPE. If you’re using a call center solution other than Zendesk Talk, you can now also connect it to Voice QA with Zendesk Talk Partner Edition (TPE).

Additional enhancements

Apps and integrations

Key updates
  • The new Microsoft Exchange connector lets you connect your Microsoft Exchange servers directly to your Zendesk Support instance. This feature is ideal for customers looking to send and receive email traffic using their own domain’s email services while ensuring encrypted and secure relays to and from Zendesk. See About the Microsoft Exchange connector.
  • A new version of the Jira integration for Zendesk Support is available for all Jira Cloud accounts that are not already connected to Zendesk. This integration brings a new level of flexibility, performance, user experience, and collaboration for Zendesk and Jira users. See Connecting your Jira instance to Zendesk. Information will be available soon for customers who have already installed and configured the legacy integration, including details on migrating to the new integration.
  • Admin configuration capabilities are available for the Workday integration in Zendesk Support, allowing admins to customize the Workday data displayed to agents and HR personnel. See Configuring the Workday app for Zendesk Support.
  • A new external OAuth clients page displays a list of apps and integrations that use external OAuth (also known as global OAuth) to authenticate and connect to your account. You can now view and manage all authorized third-party integrations that use external OAuth, regardless of which team member set them up. See Managing external OAuth clients.
Additional enhancements
  • Zendesk for Contact Center is a product of the Zendesk partnership with Local Measure. This integration brings an advanced Contact Center as a Service (CCaaS) and CX platform powered by Amazon Connect into your workflow. Use this integration to help you deliver an enterprise-grade contact center experience. See Zendesk for Contact Center in the Marketplace.
  • The Shopify app for Zendesk Support is compatible with dark mode. Users who prefer the dark mode interface in Zendesk Support will enjoy the same visual experience and reduced eye strain when using the app.
  • The Salesforce and Workday apps integrated with Zendesk Support support dark mode. See Using dark mode to increase agent display options for more information on activating dark mode.
  • Ticket view in Salesforce displays tickets from all your Zendesk accounts connected to the Salesforce organization. Sales representatives use a drop-down field to switch between Zendesk accounts. To connect additional Zendesk accounts or Salesforce organizations, see Connecting your Salesforce organization to Zendesk.
  • A preview feature is available when configuring the Salesforce app for Zendesk Support, making it easier for admins to visualize the agent experience and tailor the app layout to fit their workflow. See Installing and configuring the Salesforce app for Zendesk Support.
  • You can connect multiple Salesforce organizations and Zendesk accounts, removing the previous restriction that limited one Salesforce organization to one Zendesk subdomain. This capability allows agents to see Salesforce data for all your organizations in the sidebar of a ticket when using the Salesforce app for Zendesk Support. See Connecting your Salesforce organization to Zendesk.
  • An updated API section in Admin Center > Apps & Integrations moves the settings tabs on the API page into separate pages. This change provides new features for managing API access and gives customers better control over their API and OAuth access tokens. See Managing API token access.
  • The LMS Conversation Simulator app uses existing tickets and keywords you specify to generate sample tickets that can be used to train your agents. See Installing and using the LMS Conversation Simulator app.
    https://support.zendesk.com/hc/en-us/articles/4408843026714-What-is-being-removed-updated-December-2025

What's new in Zendesk: January 2026

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Objects and business rules
  • Security
  • Voice
  • Analytics
  • Workforce management
  • Quality assurance
  • Developers

Also don't miss:

Support

AI agents

Objects and business rules

Security

Voice

  • The secure media (TLS/SRTP) support for SIP-IN setting encrypts SIP signaling with TLS and media with SRTP, enhancing call security by rejecting non-encrypted calls. This per-line setting can be enabled in Admin Center. See Adding a SIP-IN line.

Analytics

Workforce management

Quality assurance

Developers

What's new in Zendesk: December 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Copilot
  • Objects and rules
  • Accounts and billing
  • Knowledge
  • Security and data privacy
  • Workforce management
  • Messaging

Also don't miss:

Support

  • Agents can now respond to approval requests with comments prior to approving or denying the request. Approval comments ensure all of the context necessary to reach a decision on an approval request is kept together and recorded, making the approval request process more efficient and transparent. See Responding to approval requests as an agent.

  • A simple setup wizard for views is available to help Zendesk customers learn how to create custom views. The wizards shows admins how to create three simple views they can use to improve team priorities and workflows. See Zendesk Suite trial: Creating ticket views.

  • The Views admin page in Admin Center has been modernized with unified filters, drag-and-drop reordering, a higher column limit, a configurable Status column, and CSV exports that show readable custom statuses. One of the key benefits is that you now order your list of views on a single page; you no longer have to deal with pagination with long lists. See Accessing and using the Views admin page.

AI agents

  • (Essential) AI agents can now create AI-generated answers based on external content sources. This lets you leverage the content you've already created outside your Zendesk help center to deliver consistent, high-quality responses to customers in AI agent conversations. These external content sources include:

  • (Advanced) The navigation experience has been streamlined across all advanced AI agent types (expression-based, zero-training, and agentic AI). This makes it easier for admins to manage different types of AI agents. The following settings pages have moved in the sidebar:

    • Knowledge and Search rules are now available under Content > Knowledge.

    • Instructions and Persona are now available under Content > Personalization.
      Also note that the Persona page has been split into separate pages for Identity, Tone of voice, and Pronoun formality, representing the tabs that were previously present on the Persona page.

    • Entities are now available under Content.

      See Navigating the AI agents - Advanced add-on.

Copilot

  • When creating a custom intent, you can now add intent categories and sub-categories directly in your account to group and organize custom intents. This makes it easier to reflect your business structure, improve visibility, and manage intents at scale. See Personalizing intelligent triage by creating custom intents.

  • For auto assist procedures, you can view how each published version of the procedure performed and restore past versions as needed. Every time you update and publish an auto assist procedure, a new version is saved along with detailed revision tracking and performance metrics. See Viewing published procedure revisions and restoring a previous version.

  • The procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.

  • AI-powered recommendations are now available on a new Recommendations page in Admin Center and in Admin Center Home. You can also filter recommendations by type. See Reviewing and implementing AI recommendations to automate tasks.

  • AI Expert coverage is now available for the Copilot add-on. The AI Expert recurring subscription service can help you with ongoing access to expertise, which includes onboarding, AI success planning, and AI expertise via consulting hours. See Announcing AI Expert coverage for the Copilot add-on.

Objects and rules

  • Omnichannel routing now recognizes skill priorities for agents. When an agent has a high-priority skill, omnichannel routing searches all queues they receive work from and assigns tickets with the high-priority skill before assigning the agent any other tickets. See Creating agent skills to use for routing.

  • You can now create deletion schedules for custom object records, which makes it possible to automatically manage your account storage devoted to the data stored in custom object records. Temporary and outdated records can be deleted automatically after a specified time has elapsed and other user-defined conditions are met. See Creating deletion schedules for custom object records.

Accounts and billing

  • Zendesk Launchpad provides you with step-by-step instructions to set up your Zendesk account. Use Launchpad to set up Zendesk basics and to discover new features to try out. Use it as your one-stop location for getting the most out of your Zendesk account. See Using Launchpad to unlock the full potential of Zendesk.
  • The account configuration management functionality is now available. You can inspect your production and sandbox environment's configuration, save snapshots of environment configurations, compare configurations between snapshots, and deploy configuration items from one environment to another. See Deploying account configurations from one environment to another.

Knowledge

  • You can now use your ticket data and generative AI to create a help center. If you don’t yet have a help center or if your help center is incomplete or out of date, you can quickly create a new one based on your ticket ticket data from the last 30 days, your most common customer issues, and your key business data. See Creating help center content using ticket data and generative AI.

Security and data privacy

Workforce management

  • Admins can now bulk replace tasks in the WFM schedule. Easily switch agents’ tasks to different ones in bulk. This can be handy when re-prioritizing workstreams for the day, switching a team’s focus to another channel, or simply replacing a cancelled meeting or event. See replacing tasks in bulk.

  • The visibility of agent time off requests has been expanded. The sidebar now displays time off requests for a full year ahead, while maintaining the 30-day view for past requests. See Requesting time off.

  • Audit logs in WFM now include workstream events. Workstream actions include creating and editing, adjustments to workstream prioritization, agent assignment and more. See Viewing the WFM audit log for changes.

  • The staffing forecast calculation for WFM has been improved. Staffing forecast calculations and results are now rounded to one decimal place. See Understanding required staffing.

Messaging

  • You can now add tags to messaging reminders. This update makes it easier to identify and track tickets where reminders were sent, and to build downstream processes that connect messaging reminders with other business workflows. See Sending conversation inactivity reminders to end users.

What's new in Zendesk: November 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Analytics
  • Knowledge
  • AI agents
  • Security
  • Integrations
  • Zendesk Suite
  • Admin Center
  • Voice
  • Quality assurance
  • Workforce management
  • New and notable content

Also don't miss:

Support

  • Zendesk generates ticket events when ticket CCs are modified during a user merge. This change provides greater visibility into user merge-related activity. See Viewing all events for ticket updates.
  • The Advanced Data Privacy and Protection add-on can now detect personally identifiable information (PII) in 20 additional languages. See Zendesk language support by product.
  • The ticket summarization feature has been enhanced to have an expanded word limit and capture more context. Additionally, you can now configure this feature to capture a ticket's internal comments. See Turning on AI-generated ticket summaries.
  • You can now reuse your existing custom ticket fields with entity detection, a part of intelligent triage. This means that you can capture and extract key details from tickets without creating new fields or rebuilding workflows. See Detecting unique information in tickets with entities.
  • The auto assist experience has been improved to help agents manage suggested replies. When an agent is editing an auto assist suggestion and a new suggestion is available, the agent is notified and can review and approve the updated suggestion. See Using auto assist to solve tickets.
  • The writing tools menu is available for both shared and personal macros when the enhance writing generative AI feature is turned on. Writing tools leverage generative AI to help you write and edit macros. See Enhancing macro content using generative AI.
  • Agents and admins can now provide direct feedback on each auto assist suggestion by using the “Leave feedback” feature in the auto assist composer. See Using auto assist to solve tickets.

Analytics

  • Real-time monitoring is a new space within Zendesk Analytics that combines data across various channels to help customers make faster, smarter decisions. As part of this release, there are three real-time dashboards, built around key use cases, that aim to provide supervisors with more granular visibility over their contact center's performance. See About real-time monitoring dashboards.

  • Quick reports harness the power of AI to empower you to write simple prompts that generate the reports you need in seconds. For example, if you want to know which of your agents created the most tickets last week, ask the question, “In the past week, which group solved the most tickets?” Quick reports immediately generates the report for you. See Creating AI-powered quick reports.

  • The Zendesk Messaging prebuilt dashboard has been updated with new metrics and reports to better evaluate how your team is handling messaging tickets. See Analyzing your messaging tickets.

Knowledge

AI agents

  • Conversations between your AI agents and end users can be viewed as tickets in Support and Agent Workspace. These AI agent tickets are read-only and don’t execute triggers or other automated workflows, which means there’s no impact to your existing setup. Once these conversations are escalated to a human agent, your existing workflows for handling tickets come into effect as they do today. See Using the dashboard to monitor and manage advanced AI agents.

  • Confluence is available as a knowledge source for advanced AI agents. Admins can use this feature to leverage your existing information in Confluence sites and spaces to power generative answers in advanced AI agents. See Importing a Confluence site or space.

Security

Integrations

  • A new version of the Jira integration for Zendesk Support is available for all Jira Cloud accounts that are not already connected to Zendesk. This integration brings a new level of flexibility, performance, user experience, and collaboration for Zendesk and Jira users. See Connecting your Jira instance to Zendesk.

    Information will be available soon for customers who have already installed and configured the legacy integration, including details on migrating to the new integration.

Custom data and logic

  • Attachments are now supported for custom object records. With attachments, you can store more types of custom data, such as receipts or contracts, directly in your custom object record. Keeping the custom data and supporting documentation together streamlines the agent workflows. See Adding custom object records to capture custom data.

  • The action builder and action flows are now generally available. The action builder is Zendesk's new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. Non-technical admins can create custom action flows, integrations, and automations for human and AI agents using the library of prebuilt connectors and actions. See Understanding the action builder and action flows.

  • Custom objects now support relationships to help center articles. Admins can now create lookup relationship fields that surface an article related to the custom object record. See Using lookup relationship fields.

Zendesk Suite

  • A simple setup wizard for AI agents is available to help Zendesk Suite trial customers learn how AI agents work. The wizard provides admins with the opportunity to create and customize a sample AI agent that can automatically resolve customer questions. See Add AI agents to automatically resolve questions.

Admin Center

  • Sandboxes have been simplified and made available to more plans. On Support Enterprise plans, one sandbox is included. On Suite Enterprise plans and above, two sandboxes are included. Additionally, Support Professional plans and above and Suite Growth plans and above can purchase sandboxes as an add-on. See About Zendesk sandbox environments.

Voice

  • Real-time AI suggestions for voice calls gives your call center agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your help center, including any support articles, policies, troubleshooting guides, and internal FAQs you might have. See Using real-time AI suggestions for voice calls.

Quality assurance

Workforce management

New and notable content

What's new in Zendesk: October 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Zendesk Suite
  • AI agents
  • Objects and rules
  • Accounts and billing
  • Security
  • Help center
  • Quality assurance
  • Workforce management
  • Developer

Also, don't miss:

Support

  • The Ticket settings page in Admin Center has been modernized. This update streamlines the layout, separates key ticket settings into clearer, expandable sections, and provides new features and controls for managing your ticketing configurations.

  • Auto assist performance metrics display on the Procedures page in Knowledge admin. This helps you understand how frequently auto assist follows your procedures and how agents benefit from them. See Viewing and managing procedures for auto assist.

  • New configuration settings for side conversations in Admin Center give admins greater control over ticket conversation performance. New settings include:

    • Only show agent email addresses, which allows admins to restrict which addresses are autocompleted when adding a user to a side conversation. This setting is off by default.
    • Allow dynamic subdomain detection, which lets admins loosen certain requirements on how their Teams tenants are set up. This setting is recommended only when standard troubleshooting can’t resolve an intractable problem, and is off by default.
    • Use signatures in side conversations, which lets admins to control whether signatures are included in side conversations, and whether agent or brand signatures are used. This setting is on by default.

    Previously, these configuration options were available only with assistance from the Zendesk Customer Support team. See Activating and configuring side conversations.

  • Intelligent triage is now available for voice calls. This helps you get structured insights on intent, entity, sentiment, and language that power smarter post-call automations, richer reporting, and continuous workflow improvements. See Automatically detecting customer intent, sentiment, and language.

  • Ticket summaries generated by Zendesk Copilot AI are now stored in a new ticket field. This means that you can use ticket summary fields in your reports, views, as placeholders, and via the API. See About ticket summarization.

  • Brand memberships can now be managed directly from the agent's profile. See Restricting agent ticket access by brand.

  • Assigning brands to new team members has been streamlined. Instead of manually assigning brands every time you add a team member, you can now assign team members to all brands by default, drastically reducing admin overhead. See Configuring brand membership settings for new team members.

  • If Agent as requester settings hide internal notes, agents lose access to their tickets if they don’t belong to the ticket's group or brand. This allows agents to submit tickets on behalf of others while controlling ticket access and visibility. See Restricting agent access on tickets where they're the requester.

  • A new granular permission is available that allows agents in custom roles to create and edit end users without the ability to delete them, enhancing security and operational control by decoupling these actions. See Creating custom roles and assigning agents.

Zendesk Suite

  • A simple setup wizard for macros is available to help Zendesk Suite trial customers get started creating macros. The wizard provides admins with some example macros they can activate to help their agents solve tickets quickly and avoid repetitive tasks. See Saving time with macros.

AI agents

  • (Essential) Instructions are now available for email AI agents. Instructions let you control AI agent responses in ways beyond customizing their default persona options. When you create an instruction, you can specify which channel type (messaging or email) it should apply to. See Using instructions to influence AI agent responses.

  • (Advanced) Accessing and managing user permissions for the AI agents - Advanced add-on is now easier. You can now access AI agents - Advanced directly from the Zendesk product tray from anywhere in the suite. Additionally, you now manage user access to the add-on through Admin Center, rather than within the add-on itself. See Accessing the AI agents - Advanced add-on and Managing user access to advanced AI agents.

  • (Advanced) A new default landing page in AI agents - Advanced provides quick access to overall performance metrics, relevant actions, and helpful resources. This page makes it easier to build, launch, and monitor advanced AI agents. See Using the dashboard to monitor and manage advanced AI agents.

  • (Advanced) A new Analytics dashboard provides a comprehensive, at-a-glance view of your organization’s overall advanced AI agent performance. This dashboard simplifies reporting for AI agents - Advanced so you can focus on the metrics that matter most. See Analyzing advanced AI agent performance with the Analytics dashboard.

  • (Advanced) You can choose which messaging channels an advanced AI agent should be the default responder for. When you assign the default responder role to an advanced AI agent, it becomes the first responder in a customer conversation. This means when a customer contacts support through one of your messaging channels, the AI agent manages the interaction. See Setting an advanced AI agent as the default responder for a messaging channel.

  • (Advanced) For AI agents with agentic AI, a version history is maintained for each generative procedure. This means you can quickly restore a previous version of a procedure if a newer version includes changes you don’t want to keep. See Viewing and restoring previous versions of generative procedures.

  • (Advanced) A new setting gives you greater flexibility in handling customer-spoken languages in AI agent conversations. If you officially support a limited number of languages but still want to allow customers to communicate in any language, you can prevent the system reply from triggering when the active_language parameter is already set. See Preventing the unsupported language reply from triggering.

Objects and rules

  • Admins can now set permission restrictions on custom object records to control which records are accessible to end users and agents in custom roles to view, add, update, and delete. Admins can define access rules and apply them individually to each permission for each end user and custom role. If a permission to view, add, update, or delete is selected and no access rule is applied, that role has access to all of the object's records for that function. See Refining custom object record permissions with access rules.

Accounts and billing

  • Self-service customers can trial and purchase Zendesk Employee Service Suite plans. Previously, they had to contact Zendesk Sales to start a trail and purchase these plans. See Buying Zendesk Suite with a trial.

Security

  • Admins can turn on an expiration period for public attachments sent to end users or recipients. Attachment expiration allows attachments to remain publicly accessible for a designated period, after which they become private and require user authentication to access. See Setting an expiration period for public attachments.

Help Center

Quality assurance

  • Zendesk QA user and license management has moved to Admin Center. See Understanding roles and permissions in Zendesk QA.

  • Zendesk QA prompt-based AI insights is now available. By using or modifying our ready-to-use AI prompts or crafting new ones, you can ask targeted questions about conversations using natural language and automatically score or flag them based on your criteria. See About AI insights in Zendesk QA.,

Workforce management

  • Zendesk Workforce Management (WFM) has two new run events for early and late to start and end day automations. These events dynamically identify deviations from planned schedules, allowing users to receive notifications and perform automated actions, such as clocking out users and deleting their timesheets. See Creating WFM automations to manage agent activity.

  • WFM now supports CSV exports of the Agent activity timeline. This functionality allows teams to access, analyze, and report on agent activities outside the WFM interface, unlocking more powerful insights across planning, compliance, and performance use cases. See About the Agent activity page.

Developer

What's new in Zendesk: September 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Zendesk Suite
  • Explore
  • Knowledge
  • Messaging
  • Apps and integrations

Also don't miss:

Support

  • Enhanced dynamic filtering for lookup relationship fields makes it possible to build filter data availability in all lookup relationship fields, across all objects. Additionally, filtering lookup relationship fields now supports the operators matches and does not match, making it easier to include and exclude data. See Using lookup relationship fields.
  • Updated user interface for omnichannel routing enablement and set up makes it easier than ever before to get started with omnichannel routing. See Turning on and setting up omnichannel routing.
  • Department spaces now works seamlessly with omnichannel routing. Previously, using these features together required special configuration to avoid routing issues. Now, tickets are only assigned to agents who are members of the ticket's brand. See Restricting agent ticket access by brand (department spaces).
  • You can import up to 300 recent emails when adding support addresses using the Microsoft Exchange connector or Gmail connector, simplifying the onboarding process. Previously, import was not available on the Exchange connector, and the Gmail connector limited import to 50 emails.
  • Sender authentication has been enhanced, allowing you to select the level of protection you need for different inbound email pathways. You can turn on sender authentication for native traffic only, native and forwarded traffic, or turn on basic protection across your Zendesk account. See Turning on sender authentication.
  • Rich text formatting (RTF) options are available for web and mobile messaging channels in Agent Workspace. Previously, RTF options were limited to email channels and internal notes. See Rich text formatting options reference.
  • You can now insert existing macros into auto assist procedures. After publishing your procedure, auto assist follows the procedure and suggests the macro to the agent whenever appropriate during the ticket conversation. See Creating procedures for auto assist.
  • Agents can now edit auto assist suggestions by uploading images and attachments. See Using auto assist to solve tickets.
  • There are new recommendations based on intelligent triage entities, sentiment, and language. Previously, only intent-based recommendations were available. See Reviewing and implementing AI recommendations to automate tasks.

Zendesk Suite

  • A simple setup wizard for triggers and automations is available to help Zendesk trial customers get started with workflow automation. The wizard provides customers with some example tasks and automations they can activate in their account to improve response time and reduce manual assignments. See Zendesk Suite trial: Streamlining your workflows.

  • You can customize ticket information as part of a Zendesk Suite trial. Zendesk provides a setup wizard that shows you how to add custom fields to your ticket. With custom ticket fields your agents can capture the exact information they need to quickly solve tickets. See Zendesk Suite trial: Customizing your ticket information.

Explore

Knowledge

  • Quick answers will be turned on by default for all Suite and Knowledge customers beginning September 25, 2025**.** However, if you don't want to use this feature, you can use the one-month grace period that extends from August 26-September 25 to turn it off. The following image shows what the Knowledge section in the Context panel looks like when quick answers is turned on and a quick answer is available. See Using quick answers for generative search in tickets.
  • You can now define case-sensitive terms and phrases that you want to exclude from AI-generated translations. This lets you keep important terms (for example, brand and product names) consistent in their original language across all translations. See Excluding terms from AI-generated translations.

Messaging

  • We’ve expanded the list of available messaging trigger conditions to include Customer Page URL, Customer Country, and Customer IP. These new conditions allow you to incorporate customer location data and browsing context as part of your trigger, enabling more targeted actions on conversations. See Messaging triggers conditions and actions reference.

Apps and integrations

  • A new external OAuth clients page displays a list of apps and integrations that use external OAuth (also known as global OAuth) to authenticate and connect to your account. You can now view and manage all authorized third-party integrations that use external OAuth, regardless of which team member set them up. See Managing external OAuth clients.

What's new in Zendesk: August 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Admin Center
  • Support
  • Messaging
  • AI agents
  • Voice
  • Knowledge
  • Quality assurance
  • Workforce management
  • Analytics
  • Integrations
  • Security

Also don't miss:

Admin Center

  • A new setting is available to turn on draft mode for comments by default. Instead of requiring each agent to turn on draft mode for themselves, admins can set draft mode to be on by default for all agents in all tickets. See Automatically activating and deactivating draft mode.

  • The Features page in Admin Center gives Zendesk Suite customers greater transparency and control over their accounts. You can now easily view your current plan capabilities, active trials, and key add-ons — all in one place. See Viewing and managing features.

Support

  • Approval requests for tickets is now available. With approvals, your team can send approval requests to other team members or registered end users directly from the Agent Workspace. Approvals is designed to work well for customer service and employee service scenarios. See Understanding approvals and how they work.

  • Side conversations are now available in the Support mobile app. Agents can view and reply to email-based side conversations on a ticket in the iOS and Android mobile apps, helping your team collaborate with anyone - teammates, other departments or external partners - without ever leaving the ticket. See Working with tickets in the Support mobile app.

  • With communication guidelines, you can define brand-specific guidelines that tell auto assist and the rewrite in your tone tool how to write. When these Copilot AI tools make suggestions to your agents, the suggestions match the guidelines you defined. See Using communication guidelines to improve AI assistance for agent comments.

  • The Copilot Overview page has been enhanced with new recommendation types, additional languages, actionable recommendations, and the option to add feedback to dismissed recommendations. These enhancements make it simpler for you to act on recommendations and streamline triage workflows. See Monitoring and optimizing effective AI setup in your account.

  • As part of intelligent triage, admins can now define synonyms for entity values. This enhances the accuracy of entity detection, allowing you to build more reliable, entity-based workflows. See Editing and managing entities.

  • Intelligent triage now suggests new intents weekly. Intent suggestions appear directly in the Intent page in Admin Center, making it easier to maintain and improve your setup over time. See Reviewing personalized intelligent triage intent suggestions.

  • You can now link standard actions and action flows directly in your procedures for auto assist. By linking actions or action flows in procedures, you can ensure that auto assist performs the correct action or orchestrates multiple automated steps seamlessly. See About actions for auto assist and action flows.

  • Auto assist can now provide direct instructions for agents in the knowledge section in the context panel. With this enhancement, you can define auto assist procedures with direct instructions that will be presented to agents at a specific point of the ticket lifecycle. See Creating instructions for agents in auto assist procedures.

Messaging

  • You can restrict end-user access to your Zendesk messaging channels by banning their IP address. When an IP address is banned from your messaging channels, all end users from the banned address are blocked from conducting conversations with your AI or human agents. See About banning IP addresses from messaging channels.

  • Web Widgets can now be configured to use help center authentication for end users. When help center authentication is turned on for the Web Widget, interactions with the Web Widget by end users who are signed into the help center automatically adopt the user's signed-in identity. The user's name and email address can be shared with the bots and agents engaging with them. See Turning help center authentication for messaging on and off.

  • Updated omnichannel routing logic for agent-ended messaging sessions means only tickets whose routing channel changes from messaging to email after the session ends are eligible for routing. See Understanding ticket routing for tickets with agent-ended messaging sessions.

  • Send reminders to end users when their messaging conversation becomes inactive. Configuration options for inactivity reminders are part of the capacity release settings in Admin Center. See Sending conversation inactivity reminders to end users.

  • New messaging goals let you track specific customer actions. Goals can be assigned to agent groups, allowing you to track which conversations lead to a completed goal, and see how often each agent is responsible for driving the action. See Tracking customer actions with messaging goals.

  • Rich text formatting options for web and mobile messaging channels are now supported in ticket comments. See Rich text formatting options reference.

AI agents

  • In AI agents - Essential, AI agents are now available on email and web form channels. These AI agents send generative replies to customer questions based on relevant help center content, including direct links to the articles for more context. This means fewer follow-ups, more automated resolutions, and less work on your teams. See Creating an AI agent to automatically resolve customer issues.

  • In AI agents - Essential, you can now use instructions to tailor your AI agent’s generative responses. This feature was previously available only in AI agents - Advanced. Instructions let you control your AI agent's behavior in ways beyond customizing its default persona options, helping you balance generative AI's automation potential with control over your brand. See Using instructions to influence AI agent responses.

  • In AI agents - Advanced, you can use segments to create more targeted conversation flows for customers with similar traits. You can create segments based on locale, language, customer type, or any other custom session parameter. After you create a segment, you can use it in a dialogue as part of a conditional block, or in a search rule for AI agents that use agentic AI. See Creating segments to target specific customers in advanced AI agent conversations.

Voice

  • The maximum queue size that Professional and Enterprise customers can configure in Voice settings has been increased from 60 to 1,500. See Configuring voice channel settings.

Knowledge

Quality assurance

  • New Zendesk QA SLA spotlight insight and conversation filter. SLA has been added as a Spotlight insight and conversation filter for conversations in Zendesk QA. This enhancement allows you to quickly identify SLA breached conversations for further analysis and for review based on your Zendesk Support SLA policies. See Understanding spotlight insights.

Workforce management

  • Grouping and filtering historical reports by organization. Zendesk WFM now supports grouping and filtering historical reports by organization. See About custom WFM report templates.

  • Manually adding activities in the agent activity timeline in WFM. Admins can now manually add activities, such as general tasks or untracked time, directly into the agent’s activity timeline in WFM. See Managing agent activity.

  • Reverting schedule changes to the last published state in WFM. Admins can now revert a schedule to the last published state and reset all changes made to shifts. See Reverting published changes.

  • Weekly schedule duplication in WFM. Admins can now duplicate an entire week of shifts for a team, group, location, or even all agents at once. Additionally, they can copy an agent's schedule for future weeks or paste it for another agent to use. See Duplicating agent schedules.

  • Agent time tracking outside of Zendesk. Extension tracking allows Zendesk WFM general tasks to be mapped to specified URLs. When active, agent activity is tracked when they visit any URLs you specify. See Tracking agent time spent outside of Zendesk.

Analytics

  • The new Zendesk Copilot: Agent productivity dashboard is now available. This dashboard allows you to track how agents interact with Copilot AI in Zendesk by providing a clear view of how they adopt and engage with Copilot AI tools. This information helps you track usage, optimize workflows, and boost productivity. See Analyzing your Copilot activity.
  • Real time monitoring dashboards combine data from various channels to provide visibility into your business. These new reports combine both real-time and historical views of your data to give you a clearer picture of your business. See Working with real time monitoring dashboards.

Integrations

  • Admin configuration capabilities are available for the Workday integration in Zendesk Support, allowing admins to customize the Workday data displayed to agents and HR personnel. See Configuring the Workday app for Zendesk Support.
  • The Shopify app for Zendesk Support is now fully compatible with dark mode. Users who prefer the dark mode interface in Zendesk Support will enjoy the same visual experience and reduced eye strain when using the app.

Security

  • Admins can restrict agents and end users from uploading files that are not on an allowed list of file types. This enhancement improves control, strengthens security, and protects both Zendesk and its customers. See Restricting ticket attachments to Zendesk-recommended file types.
  • Customers using advanced encryption with the Advanced Data Privacy and Protection add-on can encrypt email addresses and social identities, such as X handles and Facebook IDs. This enhancement improves control, strengthens security, and protects both Zendesk and our customers. See About advanced encryption for details.
  • The data masking production EAP is now available. Data masking provides advanced privacy and security controls to Zendesk by allowing organizations to control which agents can access personally identifiable information (PII) such as names, email addresses, and phone numbers. See About data masking for details.

What's new in Zendesk: July 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Zendesk Suite
  • Objects and rules
  • Messaging and AI agents
  • Zendesk QA
  • Zendesk WFM
  • Knowledge
  • Reporting
  • Apps and integrations

Also don't miss:

Support

Zendesk Suite

  • Zendesk Suite trials include a Microsoft Exchange connector which allows you to connect your non-Zendesk email servers that are based on Microsoft Exchange directly to your Zendesk Support instance. This connector simplifies email set up for new customers. See Connect with Microsoft Exchange.

  • In Zendesk Suite trials, admins can use Agent Home to track their progress on completing trial tasks. When you set up a new trial account, Agent Home provides links to the basic setup tasks as well as links to additional setup guides. See About the Zendesk trial tasks.

Objects and rules

  • New ticket trigger actions are available for accounts using messaging and omnichannel routing:

    • Ticket > Messaging session: Ends the ticket's messaging session. This can be used to manage ticket surges, ticket submissions outside of business hours, and reporting on messaging tickets when a session is ended.
    • Ticket > Set routing channel: Changes the ticket's routing channel from messaging to email, so omnichannel routing treats it as an email ticket for routing and capacity purposes. This action also ends the ticket's messaging session if it's ongoing when the action occurs.

    These actions shouldn't be used together in the same ticket trigger. See Ticket trigger conditions and actions reference.

Messaging and AI agents

Zendesk QA

  • Admins and account managers can now hide reviewer names throughout Zendesk QA. When reviewer anonymization is turned on, the reviewer's name is hidden in all areas of Zendesk QA where the reviewer role would be visible. This prevents agents from identifying reviewers. See Hiding reviewer identities from agents.

Zendesk WFM

  • A new WFM setting to control whether to automatically add new team members when new users are created in Zendesk. Admins can turn this setting on or off. See Managing user access in your WFM account.

Knowledge

  • AI translations for articles can quickly generate translations for articles directly within the new article editor for help centers configured to support multiple languages. For example, you can create an article in your default language, then use the AI translation feature to automatically translate the article into any language supported by your help center. See Translating articles in your help center using AI.

Reporting

  • Enhanced reporting for custom objects provides reporting on standard objects and custom object fields that relate to them. If a custom object has a lookup field that points to the Tickets object, for example, you’ll be able to find its fields in datasets such as Support: Tickets and Support: Updates history. See Building reports.

  • The user sessions and page efficiency reporting dataset, along with the prebuilt dashboard, help identify content that effectively addresses user questions and pinpoint the content responsible for users creating new tickets. The user sessions dataset helps admins to see user session outcomes for specific users and look at trends across different roles. The page efficiency dataset is focused on content performance, which content is most helpful, and which may be responsible for the most tickets submitted. See:

Apps and integrations

  • Ticket view in Salesforce displays tickets from all your Zendesk accounts connected to the Salesforce organization. Sales representatives use a drop-down field to switch between Zendesk accounts. To connect additional Zendesk accounts or Salesforce organizations, see Connecting your Salesforce organization to Zendesk.

  • A preview feature is available when configuring the Salesforce app for Zendesk Support, making it easier for admins to visualize the agent experience and tailor the app layout to fit their workflow. See Installing and configuring the Salesforce app for Zendesk Support.

  • The Salesforce and Workday apps integrated with Zendesk Support now support dark mode. See Using dark mode to increase agent display options for more information on activating dark mode.

  • An updated API section in Admin Center > Apps & Integrations moves the settings tabs on the API page into separate pages. This change provides new features for managing API access and gives customers better control over their API and OAuth access tokens. See Managing API token access.

What's new in Zendesk: June 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Account
  • Messaging and AI agents
  • Objects and business rules
  • Zendesk QA
  • Knowledge
  • Zendesk WFM
  • Developer

Also don't miss:

Support

  • Auto assist now makes suggestions using tone of voice. See Turning on and configuring auto assist.

  • A No brand filter has been added to the Team members page, allowing you to quickly identify agents who are missing a brand assignment. See Filtering team members by brand.

  • Agents can pick between dark mode or light mode in the Support ticketing system. When activated in Admin Center, dark mode in Support provides agents with the flexibility to choose the interface that best suits their needs. See Using dark mode.

  • AI-powered conditions are available in contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields for Intent, Sentiment, and Language, along with custom ticket fields. See Setting up contextual workspaces.

Account

  • You can increase the number of generative searches per month included with your plan if you exceed the default of 100,000 generative searches per month. See About Zendesk add-ons.
  • Auto assist procedures can be replicated in premium sandboxes. When creating a new premium sandbox, accounts with the Agent Copilot add-on now have the option to replicate their default brand and auto assist procedures. See Creating a premium sandbox.

Messaging and AI agents

Objects and business rules

  • Custom object record events are now logged and visible from the Custom object records page in Support. Being able to track changes, additions, and deletions of values in a custom object record, make it easier to manage custom data in Zendesk. See Viewing custom object record events.
  • Omnichannel routing now supports the option to evaluate agents' spare capacity as percentages. Rather than comparing highest spare capacity based on the number of tickets an agent is still eligible to receive for a channel, comparing the percentages of spare capacity normalize all agents' spare capacity as a fraction of 100 and can provide a fairer distribution of work. See Managing your omnichannel routing assignment method.

Zendesk QA

  • Zendesk QA has a new accuracy metric. A new accuracy metric now measures the consistency and agreement between AutoQA-generated ratings and those provided by human reviewers, replacing the previous acceptance rate metric. See Understanding the AutoQA dashboard in Zendesk QA.

Knowledge

  • The new Knowledge article editor began its phased rollout, which will extend from May 2025 to Q1 2026. The new, enhanced article editor provides a more intuitive and enriched content creation experience, designed to streamline your content creation process and boost audience engagement. With the new editor, you have access to new editing tools, source code improvements, and new article components.

Zendesk WFM

Developer

  • OAuth refresh token grant type support, including access and refresh token expiration, allows secure renewal of access tokens using refresh tokens, with options to set and enforce token expiration. See Oauth Tokens for Grant Types.

What's new in Zendesk: May 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Zendesk Suite
  • Knowledge
  • AI agents
  • Analytics
  • Objects and rules
  • Zendesk WFM
  • Zendesk QA
  • Messaging
  • Developer

Also, don't miss:

Support

  • Auto assist now includes brand segmentation and action linking capabilities. Adding brands to procedures ensures that auto assist uses brand-specific procedures for brand-specific issues. Directly linking actions in procedures ensures that auto assist performs the correct action for ticket resolution. See Creating procedures for auto assist.
  • Agents can now view similar tickets and merge suggestions from the related tickets section of the context panel. Viewing similar past tickets and their resolutions, as well as merge suggestions, can help agents resolve tickets faster. See Finding tickets similar to the current ticket.
  • Auto assist now has access to your public help center articles and can use these articles to generate replies when no relevant procedures are found. See Using auto assist to help agents solve tickets.

Zendesk Suite

  • Zendesk Suite trials have a streamlined adoption wizard to get new customers up and running as soon as possible. The wizard guides you quickly through basic setup tasks. See Welcome to your Zendesk Suite trial.

Knowledge

  • You can now embed Figma and Figma Jam files directly into your help center articles to provide a more dynamic and interactive content experience. In the new article editor, you can use the Embed option to integrate external content, which now includes Figma and Figma Jam files. See Inserting videos and embedded files in articles and content blocks.
  • Generative search is now available in the help center. With generative search, users can enter a question or phrase in the search bar of the help center and within seconds receive a concise answer without having the click through multiple search results or scan related articles for an answer.
    The GA rollout of generative search began April 1st, 2025 and is on by default. Generative search won't be visible to end users until the feature is generally available on May 5th. If you want to opt out of this feature, you can deactivate generative search results by turning off the Quick Answers search setting in every help center in which you want to remove the feature. See Using generative search to provide AI-powered answers to search queries.

AI agents

Analytics

  • The omnichannel routing queues dashboard helps you monitor how well omnichannel routing queues distribute work to agents. Use this dashboard to understand the inbound and outbound volume of queues, as well as the average and longest wait times for any given queue, and drill down to tickets within the queue to understand why the ticket entered or exited the queue.
    Additionally, you can access metrics and attributes that enable you to create your own reports. See Analyzing omnichannel routing queues.
  • Explore group-based permissions allow you to define data access in Explore based on the groups agents belong to. Previously, group permissions were only available for the Support: Tickets and Support: Updates history datasets. See Giving users access to Explore.
  • The change attribute component is now available in the new Explore dashboard builder. Use this tool to "slice" your dashboard data using different attributes without needing to duplicate reports. See Adding interactive dashboard components.

Objects and rules

  • New omnichannel routing setting allows the automatic reassignment of open tickets when agents become unavailable, such as at the end of their shift or planned time off. See Managing your omnichannel routing configuration.

  • Omnichannel routing queues can be used to route percentages of a queue's work to different groups. You can route specific percentages of the tickets meeting a queue's conditions to different primary and secondary groups. You can create up to five subqueues per queue. See Creating custom omnichannel routing queues.

  • Omnichannel routing now recognizes required and optional skill priorities for calls. For all channels, including calls, optional skills timeout in order of priority, beginning with the lowest priority, until an available agent with the matching remaining skills is found. See About using skills to route tickets.

Zendesk WFM

Zendesk QA

  • Zendesk AutoQA for Voice. In addition to your current text-based interactions (chats and emails), AutoQA now reviews calls. Zendesk QA's auto scoring is available for voice calls in five predefined categories: Greeting, Closing, Empathy, Comprehension, and Solution offered.

  • Voice for Zendesk TPE. If you’re using a call center solution other than Zendesk Talk, you can now also connect it to Voice QA with Zendesk Talk Partner Edition (TPE).

Messaging

  • Assign a separate AI agent, third-party bot, or custom responder to use as the default responder for each messaging channels, using Admin Center settings or SunCo switchboard APIs. This update makes it possible for admins to gradually roll out a new responder, set up a VIP channel, and more. See Managing third-party bots in Admin Center.
  • New messaging trigger actions and placeholders help you build more effective triggers. You can now suspend users, use dynamic content to display an AI agent name and avatar, and include Support placeholders in your trigger actions. See Messaging triggers conditions and actions reference.

Developer

  • Two new properties, verification_method and verified_at, are added to the User Identities API to provide clarity and trust whether a user has verified their email address, including how and when the verification took place. See User Identities.

What's new in Zendesk: April 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Objects and rules
  • Admin Center
  • Accounts and billing
  • Knowledge
  • Messaging
  • AI agents
  • Talk
  • Explore
  • Zendesk QA
  • Zendesk WFM
  • Apps and integrations

Also don't miss:

Support

Objects and rules

  • New omnichannel routing configuration option to treat all agent-ended messaging sessions as email tickets for the purposes of routing and agent capacity. When this setting is applied to a ticket, it's recorded in the ticket event history. You can also create custom queues for messaging conversations that are routed as email tickets by using the Ticket > Channel and Ticket > Routing channel conditions together. See Managing your omnichannel routing configuration.
  • Webhooks can subscribe to ticket and messaging events without relying on triggers.

Admin Center

  • Navigation for AI-related pages in Admin Center have been consolidated into a single section, making it easier to access. Users of the Copilot add-on will see all these AI settings pages. See Admin Center settings.

Accounts and billing

  • Zendesk has updated the product tray to improve usability and make products easier to access. The tray provides more-descriptive product names to better reflect the purpose of each product. See Switching among products.

  • The name of the Advanced AI add-on has changed to Copilot to help clarify its usage. This is a name-change only, no features included in the add-on are impacted. See About Zendesk add-ons.

Knowledge

  • You can now use anonymous user tracking to enhance the analytics capabilities of your help center. When you activate user tracking, an anonymous tracking code is automatically added to all pages in your help center. In the coming weeks, Zendesk will launch new session-based knowledge datasets in Explore. If you enable anonymous user tracking, you'll now be able to associate activities across different sessions from users who are not logged into your help center. See Enabling anonymous user tracking for your help center.

Messaging

  • Use dynamically-updated placeholders in messaging triggers to update the messaging agent's name, and to localize automatic responses based on the end user's preferred language. See Using dynamic content in messaging triggers.
  • Automatically apply rich-text formatting to AI agent-generated responses in messaging conversations. This adds structure to messages displayed to end users in the messaging Web Widget and mobile SDKs, and to agents in the Agent Workspace, which can clarify AI agent messages. See About rich text formatting in messaging conversations.
  • Share estimated wait time and queue position once your customer’s messaging ticket is added to the queue. The wait time and queue position will be updated as the ticket progresses in the queue. See Displaying wait time estimates in messaging conversations.

AI agents

AI agents - Essential
  • AI agents - Essential generative AI features are now available to existing customers. Existing AI agent customers (defined as those who had any drafted or published AI agents as of February 2, 2025) now have access to the generative AI features included in AI agents - Essential. These features include revamped AI agent settings, enhanced generative replies, upgraded AI agent personas, and an improved onboarding experience. See About AI agents.
  • Settings for AI agents and proactive messages in Admin Center have moved. AI agent settings are now available under AI > AI agents. Proactive messages settings are now available under Channels > Messaging and social. See Admin Center settings.
AI agents - Advanced

  • Use case suggestions are now available. Use case suggestions allow you to leverage AI to analyze previously not-understood messages. The AI identifies common topics and generates relevant use case suggestions, saving you time and effort. See Creating use cases from suggestions.

  • New UI language support for AI agents - Advanced is available. The AI agents - Advanced add-on UI is now available in five additional languages: Brazilian Portuguese, French, German, Japanese, and Spanish. See About the AI agents - Advanced add-on.

Talk

  • Agents can now select the device on which their ringtone plays for incoming calls. This enhancement ensures that agents can step away from their computers without missing a call, as the ringtone can be heard through an external device such as a speaker or Bluetooth headset. See Receiving incoming calls.

Explore

  • All new custom Explore dashboards must be created using the new dashboard builder. You can continue opening and editing dashboards created using the legacy dashboard builder during this period. In July 2025, legacy dashboards will become view-only. See Creating Explore dashboards.

Apps and integrations

  • The new Microsoft Exchange connector lets you connect your Microsoft Exchange servers directly to your Zendesk Support instance. This feature is ideal for customers looking to send and receive email traffic using their own domain’s email services while ensuring encrypted and secure relays to and from Zendesk. See About the Microsoft Exchange connector.
  • You can connect multiple Salesforce organizations and Zendesk accounts, removing the previous restriction that limited one Salesforce organization to one Zendesk subdomain. This capability allows agents to see Salesforce data for all your organizations in the sidebar of a ticket when using the Salesforce app for Zendesk Support. See Connecting your Salesforce organization to Zendesk.
  • Engage Voice for Zendesk is the first product of Zendesk's partnership with Local Measure. This new integration brings an advanced Contact Center as a Service (CCaaS) and CX platform powered by Amazon Connect into your workflow. Use this integration to help you deliver an enterprise-grade contact center experience.

Zendesk QA

  • Zendesk QA Advanced Scorecards updates. Scorecard, category, and root cause creation and management now occur at the account level rather than within a workspace. Here, admins and account managers can seamlessly copy and transfer scorecards and categories, mark them as active or inactive, and use them across multiple workspaces without duplication.

Zendesk WFM

  • Zendesk WFM audit logs for account settings, user management, and general tasks. Zendesk Workforce Management (WFM) enhanced WFM audit logs by adding the most relevant events related to account settings, user management, and general task. See Viewing the WFM audit log for changes.

Developer

  • New Agent Availability API endpoints make it possible to set and manage agent capacities and skills for many agents at once. This makes it easier for admins to modify these values rapidly when circumstances require it. See Managing capacity rules and skills for many agents.

What's new in Zendesk: March 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents
  • Talk
  • Knowledge
  • Accounts and billing
  • Security
  • Apps and integrations
  • Quality assurance
  • Workforce management
  • Messaging and third-party channels
  • Developer

Also don't miss:

Support

AI agents

  • AI agents now come in two flexible plans to meet your unique business requirements:
    • Essential: Included in all Zendesk Suite and Support plans. Allows you to start automating in minutes with generative replies powered by the latest AI technology.
    • Advanced: Available as an add-on for any Suite and Support plans. Includes all features of the Essential level in addition to advanced functionality such as conversation flows, APIs, and advanced analytics.
      See About AI agents.
  • In AI agents - Advanced, you can now request that Zendesk restrict the AI agents that a client admin has access to. Client admins with restricted AI agent access can give other users access only to the AI agents they themselves have access to. If a client admin with restricted AI agent access is downgraded to a client editor or client user, they continue to have the same restricted AI agent access. See Managing user access to AI agents - Advanced.

Talk

  • The Talk transcription service now includes the following new features:
    • Automatic speaker labeling: Your transcripts will now identify who is speaking (agent or customer) during phone conversations.
    • Keyword boosting: Highlight specific words, such as product names or industry terms, to improve recognition and accuracy in transcriptions.
    • Automatic redaction: Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions.
      See Zendesk Talk call transcription and summarization FAQ.

Knowledge

  • Generative search is now available in the help center. With generative search, users can enter a question or phrase in the search bar of the help center and within seconds receive a concise answer without having to click through multiple search results and scan related articles for an answer. Beginning April 1st, you can view the quick answers setting activated in Knowledge, which you can retain as-is, or deactivate if you want to opt out of the feature. Beginning May 5, generative search will be available for all users in help centers where generative search is activated. See Using generative search to provide AI-powered answers to search queries.
  • You can now use anonymous user tracking to enhance the analytics capabilities of your help center. When you enable user tracking, an anonymous tracking code is automatically added to all pages in your help center. In the coming weeks, Zendesk will launch new session-based knowledge datasets in Explore. If you enable anonymous user tracking, you'll now be able to associate activities across different sessions from users who are not logged into your help center. See Enabling anonymous user tracking for your help center.

Accounts and billing

  • Direct debit payment accounts (via ACH) are available as a payment method for self-service customers in the USA. Previously, only eligible sales-assisted accounts could use this payment method. See Managing payments.

  • For customers who want to exclusively use Zendesk products for internal employee services, such as Human Resources (HR), Finance, Legal, and Information Technology (IT), Zendesk provides a set of Zendesk Suite plans designed specifically for that purpose. See Buying Zendesk Employee Service Suite (ES).

Security

  • Admins can require end users to use two-factor authentication when signing into help center. When this feature is turned on, end users must enter a passcode from an authenticator app after their password. See Managing two-factor authentication.
  • Redaction suggestions can now detect four additional types of personally identifiable information (PII) and work for five additional languages. Redactions suggestions are part of the Advanced Data Privacy and Protection add-on. See Automatically detecting sensitive information for redaction.

Apps and integrations

Quality assurance

Workforce management

  • New auto-tracking setting. Zendesk WFM has a new setting that allows admins to turn automatic tracking on or off. With this update, managers can decide which users can track their activity manually. See Activating and deactivating auto-tracking and task lock.

  • Sort by shift start time. By default, your schedule page displays agents sorted by name. You can now also reorder them by their shift start time. See Navigating the schedule.

Messaging and third-party channels

  • Threaded comments on a public Facebook channel automatically create a new ticket if the Comments on a post are added to the same ticket setting is turned on. Additionally, any comment on an existing post automatically creates a ticket, if a ticket for that post does not already exist. See Setting up your public Facebook channel.
  • Additions to messaging triggers include using a customer's email as a condition or placeholder and removing tags from a ticket. See Messaging triggers conditions and actions reference.

Developer

  • Help center integration now available with Zendesk SDK for Unity. Previously you could only access the help center through a web browser. Now, you can access the help center directly within your Unity-based application. See Adding help center to your app.

What's new in Zendesk: February 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Accounts and billing
  • Security
  • People
  • Messaging and AI agents
  • Explore
  • Talk
  • Quality assurance
  • New and notable

Also don't miss:

Support

  • Auto assist now has access to read certain ticket fields. This means you can write procedures in plain language referencing these ticket fields and auto assist will use this information to suggest the best responses. Auto assist can read the following ticket fields:

    • Assignee email
    • Brand
    • Priority
    • Requester email
    • Requester name
    • Status
    • Subject
    • Type

    See Creating and managing procedures for auto assist.

  • Side conversations are available exclusively in the context panel for all users with side conversations and the Agent Workspace activated. Access to side conversations in the context panel is activated automatically.

Accounts and billing

  • Try out products and add-ons in a temporary sandbox environment that reflects your production account's configuration and data. Available to customers with Zendesk Suite Growth plans and above or Support Enterprise plans. Trial sandbox environments can be requested through Zendesk Customer Support or Zendesk Sales. See About Zendesk sandbox environments.

Security

  • Agents in custom roles can now be granted permission to manage potentially malicious attachments. Admins and agents with this permission can review the flagged attachments and override security measures that occur when the Zendesk malware scanner deems an attachment to be malicious. See Managing malicious attachments.

  • Advanced encryption has been added to the Advanced Data Privacy and Protection add-on (ADPP). Advanced encryption is an enhancement to Zendesk's standard encryption and provides an additional layer of security for personally identifiable information (PII) within Zendesk by giving you control over your encryption keys. Specifically, with advanced encryption, you can encrypt user fields, such as name, alias, and signature, across Support, Guide, Talk, and Admin Center with keys stored in your key management system. See Setting up advanced encryption (ADPP add-on).

  • Admins and agents in custom roles can create end-user deletion schedules, helping you manage your data storage and comply with global privacy legislation. End-user deletion schedules delete end users who haven't been active with your company for a certain period of time. See Creating end-user deletion schedules.

  • Tickets are now automatically created for all comments on Facebook posts that aren't already associated with a ticket when using Zendesk's Facebook channel v2. See Migrating to Facebook channel v2.

People

  • Admins can manage team members' group membership in bulk instead of managing each individually on the Team members page. Additionally, admins can now view and filter team members by their group membership. See Viewing and managing team member group membership.

Messaging and AI agents

Explore

  • Zendesk is introducing a 90-day data retention limit for the Omnichannel: Agent daily state dataset in Explore starting April 21, 2025. This will improve report loading speeds and ensure the dataset's correct functioning. See Metrics and attributes for agent state and activity.
  • Zendesk is introducing a 37-month data retention limit for Explore starting July 7, 2025. This is designed to provide a significant performance boost to reports with minimal negative impact on the overall reporting experience.

Talk

  • Talk SIP-IN lines support Interactive Voice Response (IVR). With this release, SIP-IN lines can now use phone trees (IVR), enhancing call management beyond simple group routing. See Routing incoming calls with IVR.

Quality assurance

New and notable

  • Are you using your Zendesk account to its full potential? We've published an article that you can use to appraise your account and help you get the best possible results from Zendesk. The article includes upgrade recommendations based on data from customers who have already successfully upgraded. See Appraising and increasing the effectiveness of your Zendesk account.
  • The new Zendesk email design cookbook provides HTML recipes for customizing the look of emails sent from your account. Customizing the look of your email can help you enhance brand consistency and improve customer engagement.
  • A new tutorial in the developer docs, Using audit logs to track account activity, shows you how to use the Audit Log API to monitor account setting changes within a specified date range, and retrieve information about the user responsible for those changes.

What's new in Zendesk: January 2025

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • Objects and rules
  • Accounts and billing
  • Security
  • Guide
  • Integrations
  • Messaging
  • Talk
  • Explore
  • Zendesk WFM
  • Developer
  • New and notable

Also don't miss:

Support

  • When using agent copilot’s auto assist capability, you can now cancel actions recommended by auto assist when editing the response. When an agent edits the auto assist suggestion, they can click the X next to the suggested action to remove it. See Using auto assist to help agents solve tickets.

Objects and rules

  • Omnichannel routing is on by default for all new and trial Zendesk accounts, making it easier than ever to start using omnichannel routing. It works out-of-the-box for calls and messaging conversations that are assigned to a group, and you can use the pre-configured auto-routing tag to route email tickets with group-based routing. Alternatively, you can create custom queues to route tickets from email, messaging, and calls without needing the auto-routing tag. Settings for existing accounts are unaffected by this release, however, some settings have moved around in Admin Center. See Turning on and setting up omnichannel routing.

Accounts and billing

Security

Guide

  • You can preview articles that you're creating and editing before you save changes. Article previews open in a new browser tab and can be refreshed each time you add or edit content in the article editor. You can now see how your article appears in the help center before and after you save an article, so you can discard unwanted changes before you save the article. See Previewing articles as you edit in the knowledge base.

Integrations

  • A new Workday integration is available. If your organization uses Zendesk to manage employee support requests, integrating the Workday sidebar app can enhance your ticketing experience by giving agents direct access to essential employee data. See Installing and configuring the Workday app for Zendesk Support.

Messaging

  • The new messaging session state ticket trigger condition captures the transition of a messaging ticket’s session state from active to inactive, active to ended, or inactive to active. See Ticket trigger conditions and actions reference.

  • Private attachments in messaging is available. Previously, attachments in messaging conversations have been public, which meant they were accessible by anyone associated with the Zendesk account. Now, agents and end users can also attach private files that can only be accessed in the current conversation. End users must authenticate themselves to prove they have permission to view it. See About private attachments in messaging.

Talk

  • We've added SIP-IN as a new Talk line type. Admins can create and configure SIP-IN lines in Admin Center, similar to how they create PSTN or digital lines.

    Using a SIP-IN line, calls can be forwarded to Talk using a SIP URI and IP access control lists authentication configured in Admin Center. A Zendesk ticket ID can be passed using SIP headers to link it to the call. SIP-IN lines are also compatible with omnichannel routing. See Adding a Talk SIP-IN line.

  • Talk now supports average wait time messages in all languages supported by Zendesk. If the wait time exceeds two minutes, the message will play after the caller navigates the IVR or initial greeting and enters the queue. Previously, this feature was available in English only.

Explore

  • The dataset exports feature allows you to export granular data from Explore datasets without the previous limitations when exporting reports or dashboards from Explore, such as a 50,000-row limit and a two-minute maximum run time. See Exporting datasets from Explore.

Zendesk WFM

  • Enhancements in the WFM and Google Calendar integration. These enhancements include changes to synchronization limits. Published shift events will now sync with Google Calendar for up to 90 days, an increase from the previous 30-day limit. Accepted time-off requests will sync without any time limitation. All synchronized events will automatically be set to a default status of Free. See Syncing your Zendesk WFM schedule with Google Calendar.

  • Admins can now map general tasks to specific workstreams. Adherence calculation will take that information into consideration so agents are considered in adherence if they’re working on a workstream that is mapped to the general task scheduled for that moment of their shift, and vice versa. See Setting up WFM general tasks for non-ticketing work.

Developer

New and notable

  • View the Explore trending recipes article. With so many Explore recipes available (over 150), finding the specific recipe you need or the most popular can be challenging. To help you, we've released a new article, Trending Explore recipes, showcasing the top 20 Explore recipes based on page views. This article will be updated monthly.

What's new in Zendesk: December 2024

↗Rollup

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Support
  • AI agents (Ultimate)
  • Objects and rules
  • Integrations
  • Explore
  • Zendesk QA
  • Zendesk WFM
  • AI agents (Zendesk)
  • New and notable

Also don't miss:

Support

AI agents (Ultimate)

  • You can now create zero-training AI agents on your own, without having to contact your account manager. This gives you greater flexibility to create AI agents for new channels and testing purposes. See Creating a zero-training AI agent.

Objects and rules

  • Omnichannel routing now recognizes three priority levels for optional skills. Rather than dropping all optional skills after a skills timeout occurs, only the lowest-priority optional skills are dropped from consideration. On each subsequent timeout, the next lowest priority skills are dropped until only the required skills remain. See Adding and managing skills on tickets.

  • Omnichannel routing can now order tickets for assignment by time to SLA breach rather than priority and eligibility timestamp. By prioritizing tickets nearing or past SLA breaches, you can align omnichannel routing with your service agreements and goals. See Understanding how omnichannel routing uses queues to route work to agents.

  • Custom objects now support autonumbering and enforced uniqueness for record names. Whether you want agents to manually enter unique names for custom object records or have unique names automatically generated in a user-specified format for a custom object's records, both allow you to rely on the record name as a unique identifier. See Creating custom objects to integrate with custom data.

  • Users can now be prompted to select custom object records related to their tickets when submitting a request. Ticket lookup relationship fields that point to custom objects can be made visible to end users, which can increase the efficiency with which agents can resolve their tickets. See Workflow recipe: Building a product catalog with custom objects for customers to use.

Integrations

  • A new version of the public Facebook channel is available. This version supports additional Facebook Pages, removes limitations, reduces latency, and improves stability. See Setting up your public Facebook channel to learn how to migrate.

Explore

The new Explore dashboard builder is now available. The new dashboard builder provides intuitive tools and gives you more control over your dashboard layouts. Don't worry; you can continue to create dashboards in the legacy dashboard builder until Q4 2025. See Migrating legacy Explore dashboards to the new dashboard builder to get started.

Zendesk QA

Zendesk WFM

  • New Utilization metric in Zendesk WFM. The new utilization metric provides critical insights into how effectively your team uses their time. It shows the percentage of paid hours that agents are logged in and either assisting customers or available to assist customers. See WFM custom report metrics.

  • Bulk edit shift start and end times in Zendesk WFM. Managers can now adjust the start and end times of multiple shifts in a single action. This includes changing shifts to start an hour later or on a different day. See Editing your WFM schedule for multiple agents.

AI agents (Zendesk)

New and notable

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