Release notes through 2025-11-07

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 - Advanced

Knowledge

Mobile

App Marketplace

Products with no updates this week

Support

New:

IT asset management entered early access. IT asset management (ITAM) in Zendesk makes it possible for your internal service teams to track, monitor, and manage IT assets in the same platform they use to resolve tickets. That means faster resolutions, smarter lifecycle management, and no more asset blind spots. For more information, see the announcement.

Copilot

New:

Enhancements to the Overview: Copilot page in Admin Center. We added 15 new recommendation types about stale and duplicate triggers, macros and automations, intent suggestions, and more. Additionally, you can now view past accepted or dismissed by recommendations. See the announcement.

You can now create and organize your own custom intent categories and sub-categories in Intelligent Triage. See Personalizing intelligent triage by creating custom intents.

AI agents - Advanced

Fixed:

Actions used by procedures now appear in the Actions table's Usage column

Fixed a bug that always redirected the user to login page for signup and forget password flows on AI agents Advanced dashboard.

Knowledge

Update:

The transition to the new article editor in Knowledge (formerly Guide) has entered Phase 2. The roll out started Nov 3 and will take 2 weeks. See Transitioning to the new article editor.

Mobile

Changed:

Library Update: Replaced the org.json library with Kotlinx serialization to prevent version conflicts and improve SDK stability.

Fixed:

Event Trigger Fix: Resolved an issue where the ConversationExtensionDisplayed event was sent even when the extension wasn’t actually displayed under poor network conditions.

App Marketplace

New:

AI Translation by Tolto (Support)

AI Translation by Tolto empowers support teams to deliver fast, accurate, and personalized multilingual support directly inside Zendesk. With real-time translation in 120+ languages, your agents can seamlessly communicate with customers in their preferred language—without leaving the Zendesk workspace. By integrating Tolto’s AI Translation with Zendesk, you can instantly localize tickets, chats, and emails—ensuring every customer interaction is clear, on-brand, and friction-free.

SPEARAgentic (Support)

SPEARAgentic.ai helps customer-service teams detect and stop fraud, disputes, and compliance breaches at the point of contact. Surface signals likely to become reputational or regulatory issues, detect social-engineering and escalating dispute topics in real time, act automatically via an in-flow overlay (WARNING / SHUTDOWN), and produce incident evidence mapped to GLBA, Red Flags Rule (§ 681), PCI DSS, GDPR, and CCPA.  The app runs in the Agent Workspace sidebar for Support (ticket and user views) and presents a clear overlay and a recent-warnings panel when policy conditions are met.

Pipedrive Connector by Faye (Support)

Pipedrive Connector by Faye gives you seamless AI-powered bi-directional sync of Zendesk and Pipedrive. Inside Pipedrive, sellers see Zendesk ticket histories with AI summaries, sentiment, and key highlights, which helps them prioritize outreach, prep for renewals, and spot expansion risk early. Inside Zendesk, agents see Pipedrive deals, contacts, and sales history right in the ticket, so every reply reflects current stage, value, and recent activity. Organizations and contacts stay synced in both systems, with configurable field mappings to reduce duplicate entry to zero and keep that data clean.

IA OWI Agent Assistant (Support)

IA OWI Agent Assistant  helps you write accurate answers directly from your Zendesk interface, leveraging only your knowledge bases and internal systems.  Assisted writing gives you tailored responses based on your own data.  AI remains bounded by your own data sources, without hallucinations.  Easily insert responses directly into your ticket replies.

Reviewflowz (Support)

Reviewflowz pulls and aggregates reviews from every review platform on the market, and allows you to reply directly with AI suggestions.  Automatically create tickets whenever you receive a new review, keeping your entire team informed in real-time. Filter reviews by platform, rating, or sentiment to route tickets exactly where they need to go. Leverage AI review tagging to categorize incoming reviews before they reach Zendesk, and use AI reply suggestions to craft professional responses faster.

ZenBriefr (Support)

ZenBriefr is an AI-powered productivity tool that transforms Zendesk tickets into actionable insights, helping support teams work more efficiently while maintaining quality customer experiences. ZenBriefr analyzes your Zendesk tickets and provides things like intelligent AI summaries, smart OCR processing, complete context analysis, reply assistance, and instant file viewing.

Pluno Answer Copilot (Support)

Pluno Answer Copilot helps support agents respond faster and confidently by generating context-aware replies to tickets inside Zendesk. No more digging through your knowledge base or writing answers from scratch. With one click, agents get a suggested reply with reasoning and references, ready to send. And when needed, chat with the copilot to surface the right info on demand.

Chargeflow (Support)

Chargeflow helps you use Zendesk tickets as evidence in automated chargeback responses. Chargeflow ingests tickets and attachments from Zendesk to build reason-code aligned evidence and improve win rate.  Chargeflow securely reads Zendesk tickets, normalizes content, and associates it with orders and payments. When a dispute or inquiry opens, Chargeflow compiles relevant ticket history and files into compelling evidence that drives win rates.

Audio Recorder by inFocusCX (Support)

Audio Recorder by inFocusCX lets you record and send audio directly from the Zendesk Support interface to your customers via WhatsApp with just a few clicks.  Ideal for bringing clarity to important messages and personalizing your interactions with customers in real time, Audio Recorder is fast, easy to use, and fully integrated into the Zendesk Support interface.

Docusign Maestro by This Dot Labs (Support)

Docusign Maestro by This Dot Labs helps you connect the incredible power of Docusign's Intelligent Agreement Management platform directly to Zendesk, including the workflow automation tool Maestro. Built as an extension app for Docusign Maestro, this app adds powerful workflow steps that let you automate ticket creation, updates, and agreement archiving. Automatically create tickets when new agreement or signature requests are initiated, update ticket statuses in real time as agreements move through different stages, search and filter tickets using custom and flexible criteria and easily attach signed documents directly to Zendesk tickets.

Prestashop by Algo Factory (Support)

Prestashop by Algo Factory allows you to centralize all your customer requests by displaying essential PrestaShop information directly within Zendesk. Tickets created in your store are automatically synchronized with Zendesk, along with customer information (name, email, phone) and order details (products, total, status). This gives your team a complete view of the customer context and enables faster, more personalized responses.

Ordemio AI Agent for Support (Support)

Ordemio AI Agent for Support is an AI-driven support agent that seamlessly integrates with Zendesk to help customer service teams deliver faster, smarter support. It works alongside your human agents to instantly handle common queries using your existing knowledge base and FAQs, deflecting up to 80% of repetitive tickets​. Auto-reply to customers across all channels (such as email, contact forms), suggest draft replies as internal notes to assist human agents, engage in multi-turn conversations to resolve complex issues, seamlessly hand off to human agents when needed, and even match your brand tone using customizable reply instructions.

Products with no updates this week

Chat & messaging

Voice

Admin Center

Explore

Zendesk Workforce Management (WFM)

Zendesk QA