Release notes through 2025-08-15

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

This week's release notes include:

Admin Center

Analytics

Copilot

Mobile

App Marketplace

Products with no updates this week

Admin Center

New:

As part of the removal of support for password access for API authentication, we've proactively turned off and removed this capability for accounts where our records show no usage of the feature for more than the past 90 days.

Analytics

New:

The Guide, Talk, and Answer Bot product names were updated in Zendesk Analytics. The new product names are Knowledge, Voice, and AI agents.  The new prebuilt dashboard titles are: Zendesk Knowledge, Zendesk Voice, and Zendesk AI: AI agents.

Copilot

New:

A new tab with auto assist usage data is now available on the Zendesk Copilot: Agent productivity analytics dashboard.

Mobile

iOS Zendesk SDK v2.33.0

New:

Added the public API getCurrentUser() to expose current user information.

Updated the minimum iOS version supported to iOS 14: More information here.

Fixed:

Resolved an issue where end users could not play a video shared in the conversation.

Android Zendesk SDK v2.33.0

New:

The blockChatInput property is now supported for all message types, letting you hide the composer whenever needed.

Added support for the following messaging events to enable better tracking in external analytics tools:

Proactive Message Displayed

Proactive Message Clicked

Conversation With Agent Requested

Agent Assigned to Conversation

New Conversation Button Clicked

Removed desugaring by replacing LocalDateTime with Date: Migrated to the Date API to eliminate the need for desugaring, improving compatibility and simplifying integration for customers.

Fixed:

Improved handling of authentication errors (401/403): The SDK no longer clears user data or creates anonymous users on auth failure. Instead, it emits an AuthenticationFailed event and maintains the current state until JWT is refreshed. Added AuthenticationType to ZendeskUser and a new Zendesk.Use the getCurrentUser API to check the auth status.
This improvement will enable integrators to manage authentication state better, avoiding duplicate users and tickets.

Resolved an issue where the CSAT form title appeared as a URL when no title was set.

Resolved an issue where tap events weren’t triggered for URLs, emails, and phone numbers in messages sent by agents.

Resolved issues with photo uploads failing after app restarts during capture and ensured proper loading states under poor network conditions.

Ensured key headings are properly marked with android:accessibilityHeading=true so TalkBack correctly announces them, enhancing navigation for visually impaired users.

Marked decorative images as non-accessible and corrected the focus order of interactive elements to ensure a clearer, more logical experience for TalkBack users.

Resolved a race condition that caused crashes when the SDK encountered errors during initialization.

App Marketplace

New:

Change Requester by ZENCLAB (Support) (paid)

Change Requester by ZENCLAB is a tool designed to automate and optimize your ticket assignment process within Zendesk. By leveraging customizable rules and triggers, the app ensures that tickets are automatically assigned to the appropriate requester or agent, reducing manual effort and improving workflow efficiency.

Products with no updates this week

Support

Talk

Messaging and live chat

Zendesk Workflow Management (WFM)

Knowledge

AI Agents Advanced

Zendesk QA