Release notes through 2026-01-16

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

This week's release notes include:

Copilot

AI Agents Advanced

App Marketplace

Zendesk Workforce Management (WFM)

Products with no updates this week

Copilot

New:

Intelligent triage: The list of intents shows the absolute and percentage number of tickets that were classified with the intent in the last 30 days

AI Agents Advanced

New:

Native Search is now available in the AI Agents Advanced dialogue builder for everyone.

Fixed:

An issue has been fixed that resulted in dropdown menu items being cut off in the dialogue builder, making some of the content unreadable.

Citations from CSV sources are now working again

App Marketplace

New:

Eloquent AI (Support)

Eloquent AI is a customer service automation platform that empowers support teams with intelligent AI assistants. Its technology helps businesses deliver faster, more accurate responses while reducing operational costs. The Eloquent AI integration for Zendesk adds an AI-powered chat assistant directly into your ticket sidebar. Support agents can ask natural language questions to quickly retrieve customer data, transactions, and account information, get instant AI-generated responses based on your connected business systems, access contextual information without switching between multiple tools, and speed up ticket resolution with intelligent data lookup.

NGB Billbee Orders (Support)

NGB Billbee Orders is brought to you by Natural Goods Berlin, an e-commerce brand and tools builder focused on making operations and customer support more efficient. This app shows Billbee orders for the current ticket requester based on their email address and displays key order details, including order date, SKUs, and a direct link to the order in Billbee.  Bilbee Orders helps agents answer order-related questions faster without switching between Zendesk and Billbee.

AI Quality Assurance by Pluno (Support)

AI Quality Assurance by Pluno replaces manual QA tasks with automated, criteria-based assessments directly tied to your expectations. The AI continuously reviews tickets, breaks down performance by each scoring criterion you set, shows exactly which standards were met, partially met, or not met at all, and enables you to see how performance trends are shifting over time. Support leaders get reliable coaching insights without spending hours in audits, and agents get fast, detailed feedback they can act on.

Assign to Group (Support) (paid)

Assign to Group helps Zendesk administrators enforce structured ticket assignment rules and maintain data quality across support operations. The app gives you granular control over how tickets are assigned to groups by defining mandatory fields that must be completed before a ticket can be moved into a specific group.

Zendesk Workforce Management (WFM)

New:

Team schedule: released the team schedule feature. Agents with a WFM Role that have scopes and permissions for it can now see the schedules of other agents in their configured scope. This is accessed via a toggle in the WFM agent schedule app inside Zendesk Support. More details here .

Fixed:

Time off reasons: introduced a validation preventing all reasons of a type (planned/unplanned) from being deleted. Each account must now have at least one reason for each type.

Time off reasons now have a field for Description to allow users to clarify the intended use of that reason. This is exposed to agents when they are requesting time off via Zendesk WFM. More details here.

Products with no updates this week

Support

Knowledge

Voice

Messaging and live chat

Mobile

Zendesk QA