Release notes through 2025-3-14

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

This week's release notes include:

Support

AI agents and knowledge

Advanced AI

Talk

App Marketplace

Zendesk WFM

Products with no updates this week

Support

New:

The Exchange Connector, an integration designed to connect Zendesk Support directly with Microsoft Exchange email servers, has been released publicly. It is part of a broader BYOS initiative.

Fixed:

Agent Home: Fixed an issue that caused the Updates section to widen to the entire width of the window, transforming Agent Home to a single-column layout

Agent Home: Improved the experience for refreshing the Updates feed on Agent Home

AI agents and knowledge

New:

AI Agents Advanced

Fixed an issue where grayed-out actions in block menus were clickable in the dialogue builder.

Fixed a bug that prevented using dialogue and branch testing in ticket automation AI agent dialogues.

Fixed a bug that caused the escalated_by_ultimate tag to be added multiple times in email conversation flows.

Fixed an issue that prevented using dynamic values when adding tags in an action.

UltimateGPT automated KB Imports reintroduced for the majority of accounts.

Added sorting to the UltimateGPT knowledge source tables.

Fixed:

Fixed a localization issue where the customize design and purchases page were displayed in Ukrainian.

Advanced AI

New:

Custom Intents EAP:

Removed the ticket examples asked on the creation form

Added Generative AI text in the form

Custom intent model prediction improvements for handling errors and model input optimizations

Gen AI for agents in the Agent Workspace: ticket summary, enhanced writing (GA):

Tone of Voice is a generative AI writing tool that's part of agent copilot. Tone of voice is designed to rewrite and adapt agent responses based on the ticket conversation's tone, context, and writing style.

Talk

New:

We've introduced a new feature allowing agents to select which speakers, besides the default one, the ringtone should play. A new button at the top of the call console displays all available audio devices connected to the computer, allowing agents to select their preferred speakers for ringtone playback.

The failover feature has been updated. The likelihood of an issue automatically triggering a failover is extremely low. As a result, we have removed the automatic trigger functionality. However, just like before, the functionality remains available on demand and can be activated by contacting Support.

App Marketplace

New:

Semantiks Agent (Support)

Semantiks Agent is an AI assistant that answers FAQs, creates tickets, escalates conversations, and automates tasks through integrations. It can direct tickets to specific teams and summarize conversations to provide context. When creating tickets, it can pass specific tags to trigger automations in Zendesk. Plus, it keeps escalated conversations in the same channel, offering a seamless experience for your customers.

eZDesk Ticket Events History (Support) (paid)

eZDesk Ticket Events History provides agents and admins a clear, structured way to analyze ticket updates over time. The app organizes ticket updates into a structured, timeline-based table. Each audit (ticket update) is displayed as a column, while ticket fields and events are shown as rows. Updates span across multiple columns until a new change occurs, allowing users to track how a ticket evolved visually.

Audio and Video Player by inFocusCX (Support)

Audio and Video Player by inFocusCX allows agents to play audio and assist videos received directly on the ticket interface without additional downloads.  Reduce the time spent alternating between applications or waiting for downloads, increasing your agents' productivity.

Delayer (Support) (paid)

Delayer lets you set timers to trigger delayed tickets and conversation updates. You can set unlimited timers for up to 15 minutes with 1-second accuracy.

Worktual Telephony (Support)

Worktual Telephony is a cloud-based communications platform designed for businesses and powered by tailored AI solutions. It provides seamless integration to create a powerful business communications hub so enterprise users can access the Worktual services (such as voice calls and call history) more efficiently without leaving Zendesk. The Worktual Telephony for Zendesk integration can be easily deployed on the Zendesk Web app and managed by IT admins. No software or hardware is required to install, maintain, or upgrade.

Ticket Cleaner (Support)

Ticket Cleaner helps support teams efficiently manage ticket attachments by providing a centralized view of all images, files, and links in a single interface. With powerful search and sorting features, you can quickly find and remove unnecessary attachments, ensuring your tickets remain clutter-free.

Impersonate Agents (Support)

Impersonate Agents allows you to view Zendesk from any agent's perspective for troubleshooting and training. Quickly troubleshoot agent-specific issues without account sharing, provide personalized training by seeing precisely what your agents see, verify proper permissions and access levels across your support team, and streamline onboarding by demonstrating real-world scenarios

008Agent (Support)

008Agent is an AI-powered softphone that works for you.  With real-time automatic transcription and summarization, ticket call integration is logged automatically.    Make and receive calls directly in Zendesk, sync call data with tickets and contacts, and more.

Zendesk WFM

New:

Reporting and Monitoring:

Improved Customer Insights: These updates bring the occupancy metrics closer to industry standards, typically 75-85%. The revisions were made in response to customer feedback regarding the grouping criteria logic, ensuring that the calculations accurately reflect agents' actual productivity and availability. By distinguishing between non-OCR and OCR customers, we aim to provide more precise insights into agent performance tailored to our customers' needs.

Occupancy Rate Non-OCR Customers
Definition: Occupancy measures the percentage of time agents are logged in live and actively engaged in customer-related activities, as opposed to being available for more work if they are non-OCR customers.

Calculation: Occupancy = (Ticket Time + Productive General Task Time) /  (Ticket Time + Productive General Task Time + Untracked Time)

When grouped by activity type, the denominator will reflect the values of the grouping level above.

Occupancy Rate OCR Customers
Definition: Occupancy measures the percentage of time agents are logged in live and actively engaged in customer-related activities, as opposed to being available for more work if they are OCR customers.

Calculation: Occupancy = (Ticket Time + Productive (UAS) Time) / (Ticket Time + Idle Time − Unpaid (UAS) Time)
When grouped by activity type, the denominator will reflect the values of the grouping level above.

Forecast vs. Actual (EAP): Fixed the calculation of S vs. Net, which now reflects “actual” - “short-term forecast.”

Agent Attendance: Removed agents not included in the "allow list" from the file export.

TTL Update for Redis Cache and Bucket Storage: This setting has been reduced from 30 days to one hour. This will improve data freshness and reduce stale data retention, addressing customer concerns about discrepancies between API data and the Zendesk UI. This more accurate and up-to-date information enhances the reliability of the API and improves user experience.

Products with no updates this week

Chat and messaging

Admin Center

Mobile SDKs

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Zendesk QA