Release notes through 2025-1-31

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

This week's release notes include:

Advanced AI

AI agents and knowledge

Talk

App Marketplace

Products with no updates this week

Advanced AI

New:

Intelligent triage: The custom intent EAP now supports ticket message channels.

AI agents and knowledge

Fixed

Intelligent triage-based advanced autoreplies - Added additional logic to ensure end-users and agents are given the full 72 hours to reply to a conversation where an intelligent triage-based autoreply was used. This ensures more accurate automated resolution usage.

Talk

New

SIP-IN lines can now leverage IVR phone trees. See the IVR documentation

App Marketplace

New:

TransPerfect Translation (Support)

TransPerfect Translation helps you easily translate ticket conversations in an instant directly from your Zendesk Support workspace.  Supporting over 40 languages with GlobalLink NOW AI, TransPerfect employs proprietary neural Machine Translation (MT) technology to deliver accurate and efficient results. It is tailored to meet your unique business needs through customizable features such as glossaries, translation memories, and bespoke engine training.

Rephraser AI (Support) (paid)

Rephraser AI is an advanced communication tool that transforms how your support team interacts with customers. By ensuring messages are polished, professional, and aligned with your brand’s identity—all while preserving embedded visuals—it has become a game-changer for support teams aiming to deliver exceptional customer experiences.

Dharma 128 (Theme)

Dharma 128 is a professional and versatile Zendesk theme built for seamless customization and branding. It offers an extensive range of built-in settings, customizable blocks, and call-to-action elements that can be tailored to your requirements without coding. Its flexible homepage allows you to enable or disable sections effortlessly, making it simple to create a visually stunning and user-friendly help center in no time.

Agent Notes (Support) (paid)

Agent Notes simplifies workflows by enabling agents to create, organize, and manage notes directly within Zendesk. With features like instant copying and color-coded notes, this app ensures agents can efficiently keep track of important details and stay organized.

AI Smart Agent (Support) (paid)

AI Smart Agent is an AI-powered assistant designed to integrate with your Zendesk workflow seamlessly. It provides intelligent ticket summaries, offers insightful organizational analytics, and automates responses to common queries.

Ticket Quality (Support)

Ticket Quality provides detailed insights into ticket handling, SLA compliance, and team performance metrics.  See an analysis of key SLA metrics: first response and full resolution, detailed group transfer history with working time for each group, business hours analysis, and even an analysis of ticket assignment and offering to different agents.

Customerz Self Service Portal (Support)

Customerz Self Service Portal helps you manage your Zendesk subscription for Customerz customers.  Easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach directly out to the Customerz support team via chat, all directly from the portal.

eZDesk Ticket Exporter (Support) (paid)

eZDesk Ticket Exporter simplifies the process of extracting ticket data from Zendesk, enabling admins and agents to quickly generate PDF files for up to 100 tickets at a time. Whether you need to share ticket details with external stakeholders, archive records, or create easy-to-read documentation, this app has you covered.

eZDesk Tag Inspector (Support) (paid)

ezDesk Tag Inspector provides a seamless solution for viewing tags on Zendesk tickets, particularly in environments where tagging is disabled. This app is designed to give agents real-time visibility into the tags associated with each ticket, ensuring they always have the most accurate information.

agentim.ai (Support) (paid)

agentim.ai automates data structuring, applies AI-driven insights, and ensures compliance, enabling support teams to reduce workload, minimize errors, and accelerate response times.  Protect sensitive customer data and comply with GDPR, CCPA, and PCI standards. Choose agentim.ai’s built-in PII detection or integrate your own PII fields.  Automatically analyze, tag, and categorize tickets based on customer interactions—no manual input required.  Leverage AI-powered insights to help agents respond faster and resolve tickets more accurately.

Respira Self Service Portal (Support)

Respira Self Service Portal helps you manage your Zendesk subscription for Respira customers.  Easily view all your Zendesk billing information, request user additions, account upgrade/downgrades, or reach directly out to the Respira support team via chat, all directly from the portal.

Products with no updates this week

Support

Mobile SDKs

Chat and messaging

Explore

Admin Center

Zendesk QA

Zendesk WFM