Release notes through 2026-01-09

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

This week's release notes include:

Admin Center

Analytics

App Marketplace

Products with no updates this week

Admin Center

New:

We're continuing the rollout to update the look of the team member and end user sign-in experiences.

Analytics

New:

We've expanded dashboard restrictions to all datasets and now support a wider range of dynamic attributes, including email and locale.  Additionally, the dashboard restriction limit for Explore Enterprise plans has increased from 100 to 500. See Dynamically adapting dashboard data based on viewer.

Drill-in is now enabled on all reports on the Zendesk Messaging prebuilt dashboard.

App Marketplace

New:

Auto Knowledge Base (Support)

Auto Knowledge Base analyzes solved support tickets and turns them into Knowledge Base drafts. Instead of asking agents to manually write or maintain articles, the app learns from real support conversations. When a ticket is resolved, Auto Knowledge Base determines whether an existing article should be updated or a new one created. It then creates a draft article in Zendesk Knowledge. Your team can review, edit, and publish the draft when ready. Nothing is published automatically.

SequenceShift Payline (Support)

SequenceShift Payline brings PCI-DSS compliant Amazon Connect phone payment processing to your Zendesk for Contact Center. Payline enables secure, agent-assisted credit card payments without exposing agents to sensitive data. Agents maintain voice communication with customers while credit card information is captured separately via phone keypad or via voice, keeping agents completely isolated from payment data. The customer enters their card details using their phone keypad or provides them verbally while the agent guides them through the process. Card data is securely captured, encrypted, and transmitted directly to your payment provider—agents never see, hear, or access sensitive information.

Resolver AI (Support) (paid)

Resolver AI is a retrieval-augmented generation (RAG) Zendesk app that helps agents draft accurate, policy-aligned customer responses in seconds—directly inside the ticket. Instead of “guessing,” Resolver AI retrieves the most relevant Zendesk Help Center articles and synced internal documents and uses them (along with the latest customer query and optional agent instructions) to generate a grounded, high-quality draft response. Ideal for reducing handle time, improving consistency, and ensuring every response stays aligned with approved support content.

Automox ITSM (Support)

Automox ITSM brings the power of Automox endpoint management directly into your Zendesk workflow. Give your IT support agents real-time visibility into device health, patch status, and compliance without leaving the ticket interface. Instantly view device hostname, operating system, status, and last check-in time, automatically link devices based on ticket requester email address, manually search by hostname or email when automatic matching isn't available, and see device compliance status at a glance with visual indicators

Products with no updates this week

Support

Copilot

AI Agents Advanced

Knowledge

Voice

Messaging and live chat

Mobile

Zendesk Workforce Management (WFM)

Zendesk QA