Release notes through 2025-2-21

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

This week's release notes include:

Advanced AI

Chat and messaging

App Marketplace

Products with no updates this week

Advanced AI

New:

You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.

Redaction suggestions, part of the Advanced Data Privacy and Protection add-on, can now detect four additional types of personally identifiable information (PII).

Fixed:

Fixed the auto-enable of Intelligent triage to avoid admin changes

Custom intents: Ensure custom intents fallback when there's no translation

Chat and messaging

New:

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found here.

App Marketplace

New:

ACTIONBRIDGE (Support)

ACTIONBRIDGE transforms customer feedback into action with AI-driven automation.  ActionBridge integrates seamlessly with Zendesk to analyze customer feedback and automatically generate actionable tasks. By leveraging AI, the app ensures that support teams never miss critical follow-ups, helping them resolve issues faster and improve customer satisfaction.

WhatsApp Template by Unwired Logic (Support) (paid)

WhatsApp Template by Unwired Logic lets agents send WhatsApp templates directly from tickets, ensuring no inquiry goes unanswered. By streamlining communication, it enhances response times, customer satisfaction, and operational efficiency. The app overcomes WhatsApp’s 24-hour messaging limit, enabling businesses to send approved templates and seamlessly resume conversations once customers reply.

Products with no updates this week

Support

AI agents and knowledge

Chat and messaging

Explore

Talk

Admin Center

Mobile SDKs

Zendesk QA

Zendesk WFM