Release notes through 2025-09-26

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

This week's release notes include:

Support

AI Agents Advanced

Copilot

App Marketplace

Products with no updates this week

Support

New:

A new, modernized version of the ticket settings page is now available in Admin Center. This update streamlines the layout, separates key ticket settings into clearer, expandable sections, and provides new features and controls for managing your ticketing configurations.

For better accuracy and efficiency, the default automation responsible for transitioning tickets from Solved to Closed has been updated to find tickets throughout the hour, not just at the top of the hour. This change will not impact any current automation settings. More information can be found here.

Introducing Record-level permissions on custom objects with Access Rules.

Fixed:

Restarted the roll-out of Incremental exports after fixing issues around the deletion of records.

AI Agents Advanced

New:

In the Dialogue Builder, select inputs have been replaced by Zendesk Garden components, which allow searching multi-select lists, like the segments selector on conditional blocks.

When integrating AI Agents with messaging, templates previously did not work when the messaging toggle was activated. They will work going forward.

AI translation for articles: we extended the limits for excluded terms from 50 to 300

Quick answers in Agent Workspace: available for all accounts that include Knowledge. If you haven’t unchecked the settings, Quick Answers started working on September 25. Read more in Announcing quick answers availability to all Suite and Knowledge customers

Admins can now understand their auto assist procedure performance directly from the procedure page in Knowledge admin. Read more in Announcing auto assist procedure insights.

Fixed:

An issue was fixed that prevented the Link to... block from being searchable in the AI agents Advanced dialogue builder.

Automated resolutions for accounts in pod 19 were not being counted for autoreplies based on intelligent triage from July 17 to approximately August 29. The issue was remediated and these automated resolutions are being counted as expected as of August 29.

Copilot

New:

We introduced new AI Hub recommendations for Auto-Assist and Macro Suggestions

App Marketplace

New:

Primary-From Address Swapper (Support) (paid)

Primary-From Address Swapper swaps the main email address of the end-user with an alternative email address when replying to a message with an alternative email address. Any response by the agent thereafter will be sent to the swapped, alternative address, which will replace the main address in the member account information. The original main address will be stored as an alternative address.

Iframe Embedder (Support)

Iframe Embedder allows Zendesk agents to securely embed and display external web pages within the Zendesk interface. By keeping all the necessary tools inside Zendesk, agents can reduce context switching, save time, and improve overall efficiency.

Custom Notifications (Support) (paid)

Custom Notifications helps support leaders communicate effectively with their teams by sending targeted announcements directly within Zendesk. Notifications can appear as top-bar alerts or full-screen modals, ensuring important updates are seen and acknowledged by the right agents at the right time.

Products with no updates this week

Admin Center

Voice

Knowledge

Messaging and live chat

Mobile

Explore

Zendesk Workforce Management (WFM)

Zendesk QA