Release notes through 2025-3-28

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

This week's release notes include:

AI agents and knowledge

Advanced AI

App Marketplace

Zendesk WFM

Products with no updates this week

AI agents and knowledge

New:

We've released an enhanced generative experience in AI agents for all Zendesk customers in AI agents.

Advanced AI

New:

Intelligent triage (Announcement):

Entity detection GA

Custom intents GA

Ability to edit intent description and name

Intelligent triage moved to a new AI area in Admin Center

Sentiment is now visible in the ticket header

Sentiment is updated based on the last end-user message

AI admin adoption (Announcement):

New centralized AI area in Admin Center to:

View the status of AI agents and Copilot features

View step-by-step guidance

Measure Copilot features impact

Receive AI-powered recommendations

App Marketplace

New:

Calculator (Support)

Calculator is a fast, simple, iOS-style calculator for Zendesk. It provides a fast, intuitive calculator for Zendesk agents. Designed for real-time calculations, it supports PEMDAS (Parentheses, Exponents, Multiplication, Division, Addition, and Subtraction) and handles multi-step operations efficiently. The app resizes dynamically within the Zendesk interface, ensuring a seamless user experience.

Zendesk WFM

New:

User notifications are now visible if the synchronization between a WFM Schedule and Google Calendar fails. The notification also includes a resynchronization button to trigger the sync again.

Fixed:

Fix for the Google Calendar integration synchronization between a WFM Schedule and Google Calendar after trading shifts between agents.

Updated design for the Google Calendar redirection page

Products with no updates this week

Support

Talk

Chat and messaging

Admin Center

Explore

Mobile

Zendesk QA