Release notes through 2025-3-21

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

Talk

App Marketplace

Mobile

Zendesk WFM

Products with no updates this week

AI agents and knowledge

New:

Knowledge Insights

Anonymous user tracking rolled out in preparation for self-service data.

AI Agents Essentials

Added support for restricted content access for AI agents Essentials.

AI Agents Advanced

New:

The AI Agents Advanced user interface is now available in Brazilian Portuguese, German, Japanese, French, and Spanish.

Use case suggestions are now available to all AI Agents Advanced customers.

UltimateGPT web-crawled sources are now editable.

Rich messaging support for AI-generated messages has been released. Support for user-generated AI Agent messages will follow soon.

Fixed:

Fixed an issue where the bot is removed from the client user role when the bot gets updated.

Salesforce escalations are now happening as expected.

Advanced AI

New:

Generative AI for agents in the Agent Workspace: ticket summary, enhanced writing (GA).

Announcing the new field types for entity detection EAP

Auto assist can now update tags and dropdowns.

Talk

Fixed:

Fixed a bug in agent-agent call transfer where agents were showing available for transfers while they were already on a call. With this update, agents already on a call will be shown (On-call) for any call transfers by other agents.

App Marketplace

New:

Engage Voice (Support)

Engage Voice for Zendesk transforms your contact center into a seamless, AI-powered voice solution, ensuring clearer conversations, smarter workflows, and more productive agents. By integrating Amazon Connect’s enterprise-grade voice technology, Engage Voice enhances customer engagement, reduces operational complexity, and scales effortlessly to meet evolving business needs.

Easy (Theme)

Easy is designed to simplify the customization of the Zendesk Help Center, making it accessible even to those without programming skills.

Simple PDF Export for Guide (Support) (paid)

Simple PDF Export for Guide is an easy way to export your help center and knowledge base articles into PDF format. Turn your articles to PDF in 1 click. Seamless install uses secure OAuth authentication. No copy-pasting API keys.

Ask-AI (Support)

Ask-AI gives every rep access to knowledge across any source to close tickets faster, confidently respond to customers, and get up to speed on any account or initiative.  Add Ask-AI's generative search to your help center and allow customers to search through your knowledge base, community, and learning resources without getting stuck. Deploy in minutes with out-of-the-box solutions or build customer apps on our robust APIs.

Ticket Timeline Viewer (Support) (paid)

Ticket Timeline Viewer turns a ticket's events and audit log into a searchable timeline of actions taken on the ticket. A rich timeline with colors is displayed with icons and tags showing what happened on a ticket. Instead of showing all actions and events, it only renders those elements that changed (or made a change), making the entire ticket timeline much shorter and easier to parse and read.

CSAT Manager (Support) (paid)

CSAT Manager allows customers to opt in and out of your CSAT surveys.  Configure your opt-in and opt-out pages with your branding. Give your customers the flexibility to control whether they want to receive CSAT surveys. Effortlessly monitor and manage your customers' CSAT preferences directly in the app.

AI Ticket Splitter (Support)

AI Ticket Splitter helps you decide when to split off separate issues or close resolved tickets—with clear, concise explanations. Empower your agents to split existing tickets into new ones with AI recommendations to ensure your agents make the right decision faster. Easily create a new ticket by selecting the precise comments and details from an existing one. Advanced AI reviews your ticket content and suggests potential splits—but the final decision is always yours.

Macro Templates (Support)

Macro Templates helps support teams streamline ticket responses by enabling them to create, edit, and manage macro templates directly within Zendesk tickets. This app allows you to instantly copy a template to a ticket comment, making ticket management quicker and more efficient.

Time Zones (Support)

Time Zones is a powerful time zone converter app.  With a simple, intuitive interface, you can convert time zones in seconds, eliminating the frustration of scheduling across global time differences. Save time, reduce miscommunication, and provide more accurate support. Instantly convert times between customer and agent locations without leaving Zendesk. Schedule meetings efficiently by finding optimal times that work for all parties. Avoid confusion by clearly displaying local times for both you and your customers

SuccessCX Insights Portal (Support)

SuccessCX Insights Portal lets you configure and fine-tune your Zendesk environment on your schedule in real time!  Analyze your entire Zendesk configuration with a single click. Pinpoint and resolve any issues lurking in triggers, automations, macros, routing rules, agent settings, and more—eliminating guesswork and expediting problem resolution.  Effortlessly handle all aspects of your Zendesk account in one place—no more digging through endless menus or searching for scattered emails and more.

BlockSurvey (Support)

BlockSurvey enables support agents to seamlessly access and share end-to-end encrypted surveys with customers directly from the Zendesk Support interface. Enhance customer engagement by collecting valuable feedback in real-time, streamlining your support and service improvement process.

BambooHR (Support)

BambooHR pulls employee information using the ticket requester's email, saving your support agents time and effort. No more back-and-forth lookups!  Get key employee details right in the Zendesk ticket sidebar.  Help requesters with confidence, knowing exactly who they are.  Give agents the right context to resolve issues quickly.

Kensho 128 (Theme)

Kensho 128 is a highly customizable and responsive Zendesk theme built with Templating API v4. It offers flexible design options for various niches and ensures a seamless customer support experience on any device.

Mobile

Zendesk iOS SDK release Notes v2.29.1

iOS

Fixed:

Fixed an issue with the messagesShown ZendeskEvent not triggering when the same conversation is opened (Swift Package Manager only).

Zendesk iOS & Android SDK Release Notes v2.30

iOS

New:

Wait time banner - Businesses can now share estimated wait time and/or queue position with their customers once the messaging ticket is added to the queue. For more details, visit this Help Center article.

Android

New:

Wait time banner - Businesses can now share estimated wait time and/or queue position with their customers once the messaging ticket is added to the queue. For more details, visit this Help Center article.

Zendesk iOS SDK Release Notes v2.30.1

iOS

Fixed:

Fixed an issue with the messagesShown ZendeskEvent not triggering when the same conversation is opened.

Zendesk WFM

Fixed:

Reporting and Monitoring:

Fixed a bug that was showing different adherence results between the Agent Activity page and Reports page

Fixed a bug where the CSV export was showing numbers rounded down for the metric solved points per paid hour

Fix to ensure that static AHT values configured in the Forecast parameters are correctly displayed in the forecasted AHT column of the Forecast vs Actual page

The occupancy metric on the Agent Attendance page was updated to follow the latest updates on the occupancy calculation:

Accounts with General Tasks Occupancy Calculation: (ticket time + productive general task time) / (ticket time + productive general task time + untracked time)

Accounts with Unified Agent Status integration enabled Occupancy Calculation:(Ticket Time + Productive (UAS) Time) / (Ticket Time + Idle Time - Unpaid (UAS) Time)

Products with no updates this week

Support

Chat and messaging

Admin Center

Explore

Zendesk QA