Zendesk continues to evolve its platform with a strong focus on AI, automation, and improved admin control. Here are the key updates from April.
Support
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Omnichannel routing can now route ended calls as email tickets.
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New trigger condition based on routing channel enables more flexible automation.
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AI translation now supports both incoming and outgoing messages across all async channels.
AI agents (Advanced)
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Admins can now delete AI agents directly without contacting Zendesk.
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Option to configure a custom sender for AI-generated emails (Agent Workspace view only).
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New Conversation journey tab provides insights into conversation flows and automation performance
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Support admins automatically receive Client admin access for AI agents.
Copilot
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AI-powered recommendations for omnichannel routing (21 types) in Admin Center.
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Group-based permissions for AI-generated ticket summaries.
Objects and rules
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Brand-based access control for custom objects.
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Capacity rules can now be versioned and deployed across environments.
People and roles
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New permissions allow agents to manage team members without admin rights.
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Expired passwords are checked before 2FA, improving both security and login experience.
Knowledge
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More features are now available in Suite plans, including generative AI writing tools, AI translation, federated search, and expanded article publishing capabilities.
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Generative search and quick answers now use the same RAG system as AI agents, improving accuracy and consistency.
Messaging
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End users can now end their own conversations (optional setting).
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Updated “Generated by AI” display reduces visual clutter.
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Agent names are logged when conversations are ended.
Security
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Option to enforce a maximum session duration, ensuring automatic logout.
Analytics
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Updated dashboards with new filters, visualizations, and SLA views.
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New AI agents – essential tab with key performance metrics.
Employee Services
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Task lists help agents follow structured workflows.
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Service catalog can be organized into categories.
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Approval Requests API enables automation and integrations.
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Control over who can approve requests.
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Integrations with Okta and Microsoft Entra for identity and access management.
Workforce management
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Improved handling of time off and scheduling accuracy.
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Combined workstreams enable better cross-channel resource planning.
Developers
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Custom Queues API provides detailed queue metrics and historical data.
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Approval Requests API supports further automation and extensibility.
Notable content
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Agent Home Solutions Guide helps optimize Agent Home usage and improve visibility.
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