Release notes through 2025-10-03

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

This week's release notes include:

Copilot

App Marketplace

Zendesk Workforce Management (WFM)

Products with no updates this week

Copilot

New:

Released custom fields in entities.

Released ticket summaries in reporting, views, as placeholders, and via the API.

App Marketplace

New:

Ticket Time Analyser  (Support)(paid)

Ticket Time Analyser is ideal for support teams who need detailed insights into ticket workflow through status changes. The app enhances your Zendesk experience by giving you access to real-time status tracking, time duration analysis, comprehensive  reporting, flexible analysis options, and performance insights.  Track things like average handling time per agent and ticket, monitor status change patterns and workflow efficiency, identify tickets with longer resolution times, and more.

Time in Status (Support)(paid)

Time in Status helps you analyze how long each ticket spends in different statuses within Zendesk.

By providing a clear breakdown of ticket timelines, the app allows support teams to identify workflow delays, improve SLAs, and boost overall productivity.

Send Self-Service (Support)

Send Self-Service streamlines customer interactions by enabling agents to instantly share secure digital forms, interactive flows, and self-service tasks directly within tickets.

Zendesk Workforce Management (WFM)

New:

Added bulk actions for assigning and unassigning users to or from WFM teams.

Products with no updates this week

Support

AI Agents Advanced

Admin Center

Voice

Knowledge

Messaging and live chat

Mobile

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