Release notes through 2026-04-24

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

This week's release notes include:

Admin Center

Messaging and live chat

App Marketplace

Products with no updates this week

Admin Center

New:

The Verify anonymous requests setting is now captured in the audit log.

Messaging and live chat

New:

Agents now have greater flexibility when managing disruptive users by enabling suspension on the messaging channel only. The previous capability remains available – agents can suspend across all channels at once if they prefer. The rollout starts on April 21st and completes on April 27th, 2026.
See Suspending and unsuspending end users and Understanding and allowing user suspension.

App Marketplace

New:

claim.me (Support)

claim.me is the specialized claims management platform designed to remove the friction from parcel claims across Europe. Whether you ship with DHL, DPD, PostNL, or any other major carrier, claim.me standardizes the chaos of carrier claims into one automated workflow. The claim.me Zendesk App embeds a powerful claim submission engine directly into your support tickets. Stop wasting hours in email inboxes and carrier portals, and start resolving delivery issues where your agents already work.

ResolveAI (Support)

ResolveAI is Labor as a Service (LaaS) for Zendesk — an AI support employee that handles tickets end-to-end, not just a chatbot. ResolveAI reads incoming tickets and searches your Help Center for accurate answers, responds autonomously with complete solutions, and escalates complex issues to human agents with full context.

SideTicket (Support) (paid)

SideTicket lets support agents instantly pull up any ticket in a sidebar panel, right next to the one they're already working on. No tab-switching. No lost context. No broken workflows. With SideTicket installed, agents get a dedicated sidebar panel inside every Zendesk ticket. Search for any ticket by ID, subject, or comment content — and open it inline, right there in the sidebar. Full conversation thread.

ConnectWise Reports and Dashboards(formerly BrightGauge) (Support)

ConnectWise Reports and Dashboards gives you the ability to create real-time dashboards, customized client reporting, automated KPI reporting, and interactive scorecards from Zendesk and all your other data sources. No more logging in and out, toggling windows, or juggling multiple platforms; ConnectWise Reports eliminates the data silo to save you precious time and energy.

Grypp - Unite through Sight (Support)

Grypp is a visual engagement platform built for customer service, support, sales, and onboarding teams. It helps agents move beyond voice-only support by adding secure visual tools that make it easier to see issues, guide customers, complete tasks, and improve outcomes in real time. Use app-free one-way video and live visual guidance to troubleshoot issues faster, co-browse websites and digital journeys in real time to guide support interactions, share, receive, and review documents and files during the interaction, and more with this integration.

Screen Recording by Userplane (Support)

Screen Recording by Userplane lets support teams request and receive screen recordings directly inside Zendesk, so you can see exactly what went wrong and resolve tickets up to 60% faster. Eliminate unnecessary follow-ups. Send one-click recording links right from Zendesk. Let customers show you exactly what they're seeing. Get the complete technical context upfront. Automatically collect network requests, browser logs, and device metadata to better triage customer issues.

AI Chatbot Assistant by IntegrateCloud (Support)

AI Chatbot Assistant by IntegrateCloud adds an AI assistant directly in the ticket sidebar. Train the bot on your website or documentation URLs, then ask questions and get instant answers with source links—helping agents resolve tickets faster.

Agent Ticket Chat (Support) (paid)

Agent Ticket Chat brings real-time chat directly into the ticket sidebar so your team can coordinate on tickets without cluttering the thread or switching tools. Agent Ticket Chat is an in-sidebar app that provides agents with a dedicated chat room for each ticket. Discuss the case with other agents viewing the same ticket, see who's viewing in real time, @mention teammates to pull them in, and save the full conversation to the ticket as an internal note with one click. Everything stays in context and in Zendesk.

CallConnect - Call Export (Support)

CallConnect - Call Export is a cloud-based phone system designed for customer support and sales teams. It allows users to make and receive calls directly from a web browser and features capabilities such as call recording, note-taking, tagging, and CRM integration.

Products with no updates this week

Support

Voice

Copilot

AI agents - Advanced

AI Agents and Knowledge

Analytics

Zendesk Workforce Management (WFM)

Zendesk QA