Release notes through 2025-5-2

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

This week's release notes include:

Chat and messaging

AI agents and knowledge

App Marketplace

Products with no updates this week

Chat and messaging

New:

Messaging triggers enhancements

Adding suspend user as an action. Customers can now run messaging triggers as an action, allowing users to be suspended in real time during a messaging conversation. See Messaging triggers conditions and actions reference.

Historical reporting for OCR queues for email and messaging channels

As more customers enable omnichannel queues, visibility into how this configuration improves routing efficiency is essential. Therefore, we introduced the following metrics to address the queue performance dataset. See a demo.

Queue wait time (Seconds).

Inbound and outbound ticket volumes.

Tickets transferred in and out of a queue.

New tickets entering into the queue.

Omnichannel engagements dataset and refreshed agent productivity dashboards (Demo). With the Omnichannel Engagements data set, we enabled supervisors or operations managers to:

View interaction “legs” (Engagements) across channels and agents within a ticket’s lifecycle.

Monitor agent performance via the updated Agent Productivity dashboards

OCR customers  - Omnichannel: Agent productivity with unified states and custom state, and activity

Non-OCR customers -  Omnichannel: Agent Productivity

AI agents and knowledge

Fixed:

AI Agents and Knowledge Insights

Remediated an edge case where some advanced autoreply automated resolutions were duplicated.

App Marketplace

New:

Panic Button (Support) (paid)

Panic Button is a lightweight and powerful tool that instantly empowers agents to escalate urgent tickets across your Zendesk environment. With a simple, color-coded button added to the ticket sidebar, your team gains the visibility and responsiveness needed to deliver fast, coordinated support when it matters most.  Give your team access to one-click ticket escalation to selected groups or all agents, and color-based visual indicators based on trigger status and permissions.

JSON XML LOG Viewer (Support) (paid)

JSON XML LOG Viewer allows support agents to view JSON, XML, LOG, and TXT attachments directly within tickets, eliminating the need to download files before opening them. The app supports syntax highlighting for better readability for agents.

Products with no updates this week

Support

Copilot

Talk

Admin Center

Explore

Mobile

Zendesk QA

Zendesk WFM