Check out what's new in the last month.
Support
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Lookup relationship field conditions in SLAs now allows creating SLA conditions based on specific lookup relationship field values in tickets.
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AI agent tickets will be automatically turned on by default for customers on specific pods, with the option to turn it off until May 4, 2026.
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The ticket composer includes a spelling and grammar checker for agent replies, flagging potential errors and offering suggestions.
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Admins can activate and deactivate the spelling and grammar checker for their entire account.
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Private end-user attachments will require mandatory authentication for all file attachments uploaded by end users.
Copilot
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Auto assist events are now logged, allowing admins and agents to view approved reply suggestions, completed actions, and their statuses.
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Admins can pre-approve certain low risk custom actions and action flows for auto assist to execute automatically without agent approval.
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Entity reporting has been added to the Intelligent Triage dashboard, providing visibility into AI-detected entities in support tickets.
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Copilot generative AI writing tools are now available with capped usage for Suite and Support Professional plans and above.
AI agents
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Sandbox provisioning for AI agents - Advanced automatically provisions a dedicated AI agent organization for testing.
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The advanced email AI agents integration has been streamlined by basing the connection on subdomain and eliminating the need for an authorized user.
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Automatic integration between advanced AI agents and Zendesk messaging simplifies setup for new customers.
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The AI Expert plan is being introduced as an upgrade for customers on legacy Ultimate and AI agents - Advanced plans.
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Instant AI agent answers in web forms displays AI responses immediately after a requester submits a web form.
Security
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New permissions to view the audit and access logs are available for custom agent roles on Enterprise plans.
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Global OAuth token expiration enforces automatic expiration of access and refresh tokens for new and inactive global OAuth clients.
Objects and business rules
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The legacy custom object data export tool enables administrators to export legacy custom object and relationship records to CSV.
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Relating custom objects to brands through lookup relationship fields is now possible.
Accounts and billing
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Billing admins can instantly buy the Copilot add-on directly from the product interface.
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Launchpad includes categories that organize setup tasks by theme or purpose with a new Account basics category.
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The Premier plan been redesigned and renamed to offer enhanced technical expertise, consulting, 24/7 global coverage, priority routing, and SLA-backed guaranteed response times.
People
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Customers can restrict the visibility of custom user fields to agents in custom roles on Enterprise plans.
Employee services
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Service catalog requests now support attachments.
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Google Workspace connectors for action flows have been launched, including Google Gemini, Gmail, Google Drive, and Google Sheets.
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Approval requests enhancements provide increased character limits, paragraph breaks, and direct links to approval requests.
Analytics
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The quick answers analytics dashboard has been added to the Zendesk Knowledge dashboard.
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Goal conversion tracking is now available as part of the Messaging dashboard.
Knowledge
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The quick answers theme updater tool lets you implement generative search in your help center theme without manually writing code.
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Web crawler setup has been simplified to start crawling by providing just a start URL.
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The new request list experience is now generally available, offering enhanced filtering, improved sorting, and customizable column visibility.
Messaging
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End users can now end a messaging session with a human or AI agent.
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Hiding the Web Widget composer prevents end users from reopening closed messaging conversations.
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Form messages now supports all social messaging channels with additional field types.
Voice
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Forwarding caller ID introduces a configurable option on phone lines to control the caller ID displayed on forwarded calls.
Contact Center
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Contact Center extensions introduce business unit controls for holidays and emergency closures, voicemail captured as tickets, and direct routing to agents.
Workforce management
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Forecast scenarios in Zendesk WFM enables creating, comparing, and selecting multiple forecast versions.
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Unified agent status synchronization in Zendesk WFM enables real-time synchronization of agent statuses.
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Improved time off reporting and management in Zendesk WFM improves how time off works to better match actual paid time.
If you would like to view the full article in English, including explanatory images and links, you can do so here.
Please feel free to contact us if you would like to learn more.