Release notes through 2025-12-12

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

This week's release notes include:

Support

AI agents and Knowledge

Copilot

App Marketplace

Zendesk Workforce Management (WFM)

Products with no updates this week

Support

New:

In Action Builder, action flows can now be triggered by changes in ticket and user custom field values.

AI agents and Knowledge

New:

The automation potential for AI Agents EAP has been opened up to more customers.

The automation potential EAP introduced article generation from knowledge gaps.

Updated the auto theme updater for quick answers. Eligible accounts can use the theme updater to update their theme with the generative search helper automatically.

Fixed:

Knowledge Graph: Knowledge in the Agent Workspace supports up to 50 external sources in the search filers.

Copilot

New:

Intelligent triage

It's now possible to see the number of tickets classified per intent in the Intent page in Admin Center.

Removed the detection of entities in internal notes.

App Marketplace

New:

IdentityCheck (Sell)

IdentityCheck brings compliant identity verification and screening workflows directly into Zendesk Sell. Sales and compliance teams can trigger Know Your Customer (KYC) checks, securely collect ID documents, run PEP/sanctions/adverse media screening, and attach results to the Sell record — all without leaving Zendesk Sell.

MCP Server (Support)

MCP Server is a powerful, user-friendly solution that brings the full potential of AI directly into your Zendesk Support workflows. This app acts as a secure bridge between Zendesk and any MCP-compatible AI assistant, letting you unlock smarter ticket analysis, AI-powered suggestions, and insightful reporting without juggling extra tools.

Responder AI (Support)

Responder AI is a lightweight yet powerful Zendesk app that helps agents craft high-quality customer responses in seconds. It combines your command, the customer’s latest message, and their name to generate a clear, personalized, and context-aware reply—without leaving the ticket.

Quick Table (Support)

Quick Table makes it easy for Zendesk agents to add clean, structured tables to ticket replies without leaving the editor or copy-pasting from other tools. Click the table icon in the editor, choose your desired rows and columns from the quick-select grid, and instantly insert a formatted table into your reply.

Deflection AI by Pluno (Support)

Deflection AI by Pluno identifies tickets and chats suitable for self-service, responds instantly using your knowledge base formed of past resolutions, internal and external docs, and help center. Escalate conversations that truly require an agent with full context. With customizable auto-assignment triggers, ticket and messaging-channel coverage, resolved-chat syncing, and configurable naming rules, Deflection AI gives your team complete control and your users an exceptional experience.

Ticket Fields AI Agent by Macha (Support)

Ticket Fields AI Agent by Macha reads incoming messages and fills your defined fields instantly.

Admins can add custom instructions for each field or let the AI decide based on context. Define exactly how you want each field filled. Add unique rules, keywords, and instructions so the AI behaves just like your team would.

Flow by Knots (Support)

Flow by Knots is a visual AI-orchestration platform designed to help you automate and optimize complex processes in Zendesk, from interpreting data to coordinating multi-step workflows. Preprocess ticket data with AI before it reaches an agent, extract structured fields from emails, documents, attachments, or other unstructured formats, route information to Zendesk or external systems with precision, and use AI to understand, normalize, categorize, or transform incoming content.

Sangha 128 (Theme)

Sangha 128 is a sleek, modern Zendesk theme crafted for Travel & Hospitality brands, ideal for hotels and resorts. Its highly customizable homepage is fully modular—sections can be shown or hidden with simple toggles, allowing you to tailor the layout to your needs.

Zendesk Workforce Management (WFM)

New:

WFM roles and permissions: Users who are not assigned to a team are visible to all roles that have the preset "all" in the configuration for "Teams scope".

Products with no updates this week

Mobile

Chat & messaging

Voice

Analytics

Admin Center

Zendesk QA