In May, Zendesk introduces a range of updates focused on improving efficiency, automation, and the overall support experience.
Support
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Launchpad in Support gives customers an easy way to get started with setup. Key configuration steps are organized into quick, accessible tasks, making it easier to navigate and stay on track.
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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.
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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.
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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.
AI agents
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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.
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(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.
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(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.
Copilot
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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.
Accounts and billing
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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.
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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.
Agent Workspace
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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.
Objects and business rules
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Admins can now configure action flows to automatically create approval requests using the new Send approval request action. Automating the creation of approval requests ensures consistent, efficient approvals, reduces manual effort, and speeds up request handling.
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Deleting custom object records in bulk allows team members in the Agent Workspace to select and delete multiple custom object records at once, improving efficiency and ease of managing storage consumption.
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Google Calendar and Google Forms external actions have been added to Zendesk action flows, enabling teams to automate scheduling and form processes within Zendesk. This reduces manual work and improves workflow efficiency.
Security
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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.
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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.
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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.
People
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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.
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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.
Knowledge
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Generative search in help center now supports a follow-up question for customers using the Web Widget. This enhancement creates a smoother path from self-service search to a conversational experience with an AI agent, reducing repetition and keeping context from the original search.
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Knowledge connectors are now available for SharePoint, Notion, and Document360. You can connect SharePoint, Notion, or Document360 to your Zendesk account to make that content discoverable wherever external content is used.
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The new article editor is now the default and only editor for all Knowledge articles. New read-only modes protect legacy and API-managed articles during the transition.
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The Bangla language support feature is now officially available for the help center end-user experience, enhancing accessibility and usability for Bangla-speaking users.
Messaging
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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.
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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.
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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.
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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.
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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.
Contact Center
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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.
Analytics
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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.
Quality Assurance
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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.
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