Release notes through 2026-01-30

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

This week's release notes include:

Support

AI Agents and Knowledge

Voice

App Marketplace

Products with no updates this week

Support

New:

We're adding three new abilities to the print tickets feature:

Include side conversations (Zendesk plans that include side conversations only)

Print without including internal comments

Include the ticket’s priority

The original recipient address is now included on follow-up tickets

We've introduced a redesigned notifications experience for messaging conversation updates. This notification center will serve as a centralized hub to keep agents up to date on new conversation assignments, new end-user replies, and @mentions from other agents.

AI Agents and Knowledge

New:

We've added new API integration observability improvements in the conversation logs for AI agents - Advanced.

Fixed:

Fixed a bug that caused the segment labels to break in the dialogue builder if an AI agent had more than 100 segments.

Entities presets functionality was fixed

Entity detection on email was fixed

Fixed navigation from procedure builder to use case details or use case overview page

Fixed a bug within AI-generated procedures for Copilot auto assist that used "unavailable" actions

Voice

New

Enhancements to the voicemail transcription model used by Zendesk Voice. This update makes voicemail transcriptions significantly faster and expands transcription language to 35 new languages. Additionally, voicemail transcripts can now be processed by Zendesk Copilot.

App Marketplace

New:

Isara (Support)

Isara connects seamlessly with Zendesk to automatically analyze every customer conversation in real time, turning support tickets into actionable intelligence for your entire organization.  Monitor critical conversations as they happen. Pulse detects frustration signals, escalation risks, and urgent issues in real time. Insights automatically surfaces recurring issues, product gaps, and feature requests across your entire support history.  Analyze conversation patterns and deliver specific recommendations for product fixes, agent coaching opportunities, help center improvements, and process optimizations.

Simplesat (Support)

Simplesat adds one-click CSAT, CES, or NPS surveys to Zendesk email triggers in minutes. Simplesat works with Zendesk event-based triggers or time-based automations. By inserting your survey into existing notifications, you avoid sending extra emails to customers.  You can even sync Zendesk ticket details with customer feedback, including thingsl ike private comments and tags.

EdgeTier Integration (Support)

EdgeTier is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analyzing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.

Thank You Autosolve GPT by Ino Studio (Support)

Thank You Autosolve GPT by Ino Studio uses advanced AI (GPT) to detect when customers send simple thank-you or acknowledgment messages that reopen solved tickets. When detected, the app automatically sets the ticket back to solved, keeping your queue clean and reducing agent workload for non-actionable ticket reopens.

Products with no updates this week

AI agents - Advanced

Copilot

Messaging and live chat

Mobile

Analytics

Zendesk QA