Release notes through 2025-06-20

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

This week's release notes include:

Support

Chat and messaging

Copilot

AI Agents and Knowledge

App Marketplace

Products with no updates this week

Support

Fixed:

The recent release allowing CSAT surveys to be submitted on closed tickets previously required the “Modify Closed Ticket” setting to be enabled. This defect has been corrected and is no longer required for CSAT on closed tickets.

Chat and messaging

New:

Customers can now utilize brand as a condition for their messaging trigger actions in real-time, enabling them to create a brand-centric trigger experience. See Messaging triggers conditions and actions reference.

Copilot

New:

Auto assist, a part of the Copilot add-on, can now rely on similar tickets that were successfully solved in the past. Auto assist uses your similar tickets to generate replies when no relevant procedures or public help center articles are found. Read more.

Redaction suggestions, which are part of the Advanced Data Privacy and Protection add-on, can now detect personally identifiable information (PII) in Korean.

AI Agents and Knowledge

New:

Knowledge self-service datasets and dashboard were released.

AI Agents Advanced:

Launched generative reply performance for Gen3 customers

Improved Email (Ticket) Conversation Predictions

All new "Messaging" AI agents are Gen 3 enabled by default

Clicking on the name & description of a use case in the use case list row opens an edit modal

The generative replies search rule description field is now mandatory

Fixed:

The procedure agent (agentic AI Agents) no longer sends duplicated or repetitive messages

Fixed a bug that prevented search rules from being automatically copied when copying Generative replies blocks

Temporarily kept the "Chat with Us" option hidden in the US dashboard as a response to an incident. We will configure the Support bot and enable it again in a few weeks.

App Marketplace

New:

ContactSwing AI Agents (Sell)

ContactSwing AI Agents seamlessly integrates with Zendesk Sell to provide intelligent communication capabilities. This powerful app enables sales teams to leverage AI-driven assistants for personalized SMS messaging, voice calls, and email campaigns. Features include automated campaign management, real-time communication tracking, and intelligent conversation flows that help convert leads into customers. Perfect for sales teams looking to scale their outreach efforts while maintaining a personal touch.

Rinzai 128 (Theme)

Rinzai 128  is a modern and fully customizable Zendesk theme built to elevate your Help Center and Knowledge Base. Powered by Templating API v4, it offers advanced flexibility, seamless design control, and includes the AI Quick Answers feature to boost customer support efficiency.

Zemplate (Support) (paid)

Zemplate is a no-code email template designer. Change colors, spaces, borders and more with simple input and slider controls. Add logos, banners, and more to the header, footer, or background of your emails.  Copy the generated code into the email template settings in the Admin Centre.

Zendesk for Contact Center Dashboards (Support)

Zendesk for Contact Center Dashboards gives you seamless access to your contact center’s core performance metrics and reporting - all in real time and within the familiar Zendesk environment.  Gain immediate visibility into real-time and historical contact center metrics.  Access all four Zendesk for Contact Center dashboards directly within Zendesk.  Monitor agent and team performance effortlessly to make timely, informed decisions.

Bucky (Theme)

Bucky is a sleek and intuitive Zendesk theme built for easy customization. With powerful built-in settings, you can fully brand your Help Center—no coding needed. Created in honor of the greatest husky, it’s as bold and reliable as its namesake.

Trigger Analyzer 2025 (Support) (paid)

Trigger Analyzer 2025 analyzes your trigger setups, tells you why it fired (or not), and the impact of changes.  Trigger Analyzer 2025 gives you full visibility into your trigger logic, dependencies, and what might happen if you change it. Whether you're building something new, debugging something broken, or trying to understand what's going on, Trigger Analyzer helps you do it without fear.

Products with no updates this week

Talk

Admin Center

Zendesk Workforce Management (WFM)

Mobile

Explore

Zendesk QA