Release notes through 2026-01-23

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

This week's release notes include:

Support

Copilot

AI Agents and Knowledge

Analytics

App Marketplace

Products with no updates this week

Support

New:

Unified Navigation: Zendesk got easier to navigate across all products. See About unified navigation across Zendesk products (EAP).

Action builder: Added more input data types for custom actions (date; date and time; array of date, date and time, number, decimal, text, or true/false values). These new input types are available when custom actions are used as a step in an action flow, and also when they are referenced by a procedure for Auto Assist. See Creating custom actions for auto assist and action flows.

Search Column Customization: Added new capability to customize the search results page in Support with up to 10 columns.

Fixed:

Today, when a ticket is unpaused, the SLA timer resets and starts a new instance. This can leave the previously paused instance in an incomplete state, resulting in incorrect data in Explore reports.
With this change, when a ticket is unpaused, the same SLA instance resumes, and the timer continues from where it left off before the pause. So the SLA was truly paused and then resumed, rather than restarted.

Copilot

New:

Finer control over access to AI features is one of our most requested Copilot enhancements. With group-level permissions, you can define precise access levels for different groups within your organization. See Turning on the enhance writing generative AI feature, Turning on merging suggestions for tickets, and Turning on similar tickets.

Copilot admins can now benefit from enhanced procedure recommendations that may include up to three new AI-generated procedure drafts per week, ready to be reviewed and published. See Reviewing and publishing AI-generated procedures for auto assist and Understanding Copilot recommendations.

Intelligent Triage:

Introduced Quality recommendations for intents.

Include support for Follow-up (close Ticket) and Facebook Message channels.

AI Agents and Knowledge

New:

Knowledge: Editor - migrated / not migrated list for articles - Filtering articles by migration status

Knowledge: Procedures - Announced AI-generated procedures and enhanced recommendations for Copilot customers using auto assist.

AI Agents: Introduced "Others" as a filter option in the reports so customers can view conversations with small talk/default replies only

AI Agents: Increased data retention on the dashboard to 35 months (where previously, we only surfaced 12 months' worth of data). This enables customers to compare AI agent performance year over year.

Fixed:

Knowledge: Automation potential EAP - fixed non-agent brand help center creation and activation routing. Guiding newly created help centers to knowledge builder, and existing help centers to the appropriate admin page.

AI Agents: Fixed a bug that caused the dialogue builder's viewport to reset to its default position when the zoom value was changed after navigating to search results.

AI Agents: Fixed a bug with the dialogue builder's search function that ignored the environment dropdown of API integration blocks.

Analytics

New:

Introducing brand-based permissions and richer dashboard restriction capabilities to align analytics access with brands, safely scale dashboards to more users, and show each individual only the data they’re allowed to see. See Dynamically adapting dashboard data based on viewer.

App Marketplace

New:

Trends & Topic Insights by Pluno (Support)

Trends & Topic Insights by Pluno uses advanced language models to understand ticket content in context. Automatically groups tickets into hierarchical topics and subtopics based on content and context. Compare recent vs historical data to spot emerging issues and declining topics. Segment insights by brand for targeted analysis. Explore topic hierarchies with an intuitive interface designed for fast navigation. Every cluster links directly to the underlying tickets for full transparency.

Alloy (Support)

Alloy helps product teams build better software by turning customer feedback into actionable insights. Our platform connects support conversations to product development, enabling teams to validate ideas faster. Create feature request prototypes directly from Zendesk tickets, link customer conversations to product initiatives, track which customers requested specific features, and notify customers when their requested features ship

Gitlab by IntegrateCloud (Support)

Gitlab by IntegrateCloud enables support and development teams to work seamlessly together. With this integration, agents can create new GitLab issues directly from Zendesk tickets and link and track existing GitLab issues inside Zendesk. Keep support and engineering aligned with automatic status updates from GitLab to Zendesk.Zendesk Workforce Management (WFM)

Products with no updates this week

AI agents - Advanced

Voice

Messaging and live chat

Mobile

Zendesk QA