Release notes through 2025-2-14

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

This week's release notes include:

Advanced AI

AI agents and knowledge

Chat and messaging

Talk

App Marketplace

Mobile SDKs

Products with no updates this week

Advanced AI

New:

You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.

AI agents and knowledge

New:

We've released a detailed developer guide for Getting the CSAT ratings of tickets.

Chat and messaging

New:

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found here.

Talk

Fixed:

Fixed a bug that resulted in 4xx errors when hitting the tickets update endpoint using Talk Partner Edition.

App Marketplace

New:

Team Statistics Dashboard (Support)

Team Statistics Dashboard is designed to help you analyze your team's performance, identify areas for improvement, and drive better customer satisfaction. Experience the difference with Vallentes' expertise in analytics and support optimization. Monitor your Zendesk groups and tickets with up-to-the-minute data. Track total cases, open cases, pending cases, on-hold cases, solved cases, and customer satisfaction reviews. Utilize interactive charts and graphs to easily interpret your team's performance and more.

Change Sender Email (Support) (paid)

Change Sender Email is designed to streamline the support process for agents by allowing them to change their email address to respond to customer tickets more easily. This feature ensures that agents can maintain professionalism and consistency in communication by selecting the most appropriate email address from a predefined list of support email addresses available within Zendesk.

EasyApp (Support) (paid)

EasyApp is the perfect solution for Zendesk administrators looking to quickly and easily integrate external systems, such as Salesforce, Hubspot, Monday, Zoho, etc., any CRM or API-enabled system. With an intuitive interface, EasyApp allows you to set up API calls in just four steps and thus display relevant data directly in the Zendesk ticket creation interface to agents.

API Viewer (Support) (paid)

API Viewer offers an easy way to make GET API calls to all API endpoints provided by Zendesk, giving you access to tons of data with the click of a button without needing Postman, the command line, or API tokens.  Easily access vital API calls like audit logs and event histories, seamlessly integrated alongside your customer inquiries. No more going to Postman or the Zendesk documentation to surface this data.

CSAT Viewer (Support) (paid)

CSAT Viewer integrates directly into the Zendesk Agent Workspace, providing a seamless way for agents to view Zendesk Satisfaction Survey results alongside tickets. This app empowers agents to understand customer feedback better and quickly identify areas for improvement or success in customer support interactions.

BCR.CX Self Service Portal (Support)

The BCR.CX Self Service Portal helps you manage your Zendesk subscription for BCR.CX customers.  You can easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach out to the BCR.CX support team via chat, all directly from the portal.

Connectwise by IntegrateCloud (Support)

Connectwise by IntegrateCloud allows agents to easily create ConnectWise tickets from Zendesk tickets.  They can use this app to search and link existing tickets and notify ConnectWise tickets. Using this app, you can collaborate with your support

Intelligence Viewer (Support) (paid)

Intelligence Viewer is a sidebar app for Agent Workplace that provides a rich overview of the data surfaced by Zendesk AI and Intelligent Triage.  Intelligence Viewer displays the ticket's intent, sentiment, and language to your agents, similar to how Zendesk used to present this data before redesigning the Agent Workspace to align with the Agent Copilot. In addition, our App consolidates a ticket's custom entities in one place.

LMS Conversation Simulator (Support)

LMS Conversation Simulator is your comprehensive training management tool, created by Zendesk Labs.  Develop tailored training scenarios for various customer interactions, give your agents a safe space to practice realistic customer interaction, enhance agent skills through realistic simulations, and more.  LMS empowers your support team to develop the skills needed to excel in customer service. Learn more about setting up training scenarios and maximizing the potential of LMS in our Help Center article.

Eteg Self Service Portal (Support)

Eteg Self Service Portal helps you manage your Zendesk subscription for Eteg customers.  Easily view all your Zendesk billing information, request user additions, account upgrades and downgrades, or directly contact the Eteg support team via chat, all directly from the portal.

Certainly by Cegeka (Messaging)

Certainly by Cegeka optimizes every touchpoint precisely, empowering your brand’s vision through intuitive AI agents. Cegeka partners with your team to design, deploy, and optimize AI agents that reflect your brand’s identity and goals.

Maximizer CRM (Support)

Maximizer CRM's integration with Zendsk ensures seamless synchronization of Zendesk tickets with Maximizer CRM, providing complete visibility into customer interactions. With automated logging of key ticket events—such as status changes and assignee updates—directly to the contact's Timeline in Maximizer, your team gains real-time insights. This allows sales and support teams to stay aligned, responsive, and productive without switching tools.

Ticket Times Advanced (Support) (paid)

Ticket Times Advanced is a premium version of the Ticket Times app that includes exclusive features like unlimited creation of custom time targets, time rules based on multiple criteria, specific agent groups, ticket forms, types, and more.  This premium version is ideal for teams requiring more granular response time control and precise AHT management across different support scenarios.

unitQ Monitor (Chat)

unitQ Monitor helps you get a complete view of the customer experience by augmenting Zendesk support data with insights from chatbot interactions, support calls, user reviews, social media, surveys, and more. unitQ's AI models centralize and analyze customer feedback from every channel in real-time to detect user friction, alert the right teams, and provide detailed root-cause analysis to help you address issues before they overwhelm your help desk.

Optimate.me Self Service Portal (Support)

Optimate.me Self Service Portal helps you manage your Zendesk subscription for Optimate.me customers.  Easily view all your Zendesk billing information, request user additions, account upgrades/downgrades, or directly contact the Optimate.me support team via chat, all directly from the portal.

Siena AI Agent (Support)

Siena AI Agent transforms your Zendesk experience with Siena, the autonomous AI platform that combines human empathy with AI to deliver exceptional customer service at scale.  Siena handles over 80% of daily customer service interactions, achieves 98% faster response times and 90% faster resolution times, reasons, takes action with human accuracy, and manages multiple intents and complex tasks in a single conversation.

Sunbeam Feedback (Support)

Sunbeam Feedback is an AI-driven feedback analytics platform that helps businesses transform employee and customer feedback into meaningful insights. Its cutting-edge technology enables organizations to easily identify trends, improve experiences, and make data-driven decisions.

Text Expander For Support (Support) (paid)

Text Expander For Support is an essential productivity tool for Zendesk support agents. It allows you to create custom shortcuts to instantly insert pre-defined text snippets into support tickets, emails, and live chats. This saves time and ensures that your responses are consistent, accurate, and on-brand.

Mobile SDKs

Android

New:

Customers can hide the conversation list screen (for multi-conversations) via the Conversations API using the property canUserSeeConversationList. By doing so, end users can only access their latest conversation, limiting them to a single conversation experience.

End users will navigate to their latest conversation screen when they start the SDK instead of the conversations list screen. Tapping the back button will navigate them from the conversation screen to the list screen.

Fixed:

Fixed an issue causing a crash while sending .wav files.

Digits in RTL dates are now translated as expected.

Custom colors set via UserColors API will now persist after process death.

User messages will be synced across all platforms.

Fixed an issue where users could not view/open word, excel, mp3 file formats.

Fixed a crash that occurred when users received a proactive message.

Added the missing intents flag to showMessaging API.

Fixed a scenario that caused a crash when the authentication session expired.

Products with no updates this week

Support

Chat and messaging

Explore

Admin Center

Zendesk QA

Zendesk WFM