Release notes through 2025-3-28

See our What's New for an overview of what was released in the last month.

This week's release notes include:

AI agents and knowledge

Advanced AI

App Marketplace

Zendesk WFM

Products with no updates this week

AI agents and knowledge

New:

We've released an enhanced generative experience in AI agents for all Zendesk customers in AI agents.

Advanced AI

New:

Intelligent triage (Announcement):

Entity detection GA

Custom intents GA

Ability to edit intent description and name

Intelligent triage moved to a new AI area in Admin Center

Sentiment is now visible in the ticket header

Sentiment is updated based on the last end-user message

AI admin adoption (Announcement):

New centralized AI area in Admin Center to:

View the status of AI agents and Copilot features

View step-by-step guidance

Measure Copilot features impact

Receive AI-powered recommendations

App Marketplace

New:

Calculator (Support)

Calculator is a fast, simple, iOS-style calculator for Zendesk. It provides a fast, intuitive calculator for Zendesk agents. Designed for real-time calculations, it supports PEMDAS (Parentheses, Exponents, Multiplication, Division, Addition, and Subtraction) and handles multi-step operations efficiently. The app resizes dynamically within the Zendesk interface, ensuring a seamless user experience.

Zendesk WFM

New:

User notifications are now visible if the synchronization between a WFM Schedule and Google Calendar fails. The notification also includes a resynchronization button to trigger the sync again.

Fixed:

Fix for the Google Calendar integration synchronization between a WFM Schedule and Google Calendar after trading shifts between agents.

Updated design for the Google Calendar redirection page

Products with no updates this week

Support

Talk

Chat and messaging