Release notes through 2025-12-19

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

This week's release notes include:

Admin Center

Support

AI agents and Knowledge

Voice and Contact Center

Analytics

App Marketplace

Zendesk Workforce Management (WFM)

Products with no updates this week

Admin Center

New:

Zendesk now offers email as an additional option for receiving two-factor authentication (2FA) passcodes. In addition, two-factor authentication is now required with every sign-in for users with 2FA enabled. See Managing two-factor authentication.

Fixed:

As we prepare for the removal of password access for APIs on January 12, 2026, we have proactively removed the functionality from accounts that are not using it.

Support

New:

We've introduced BambooHR and Workday connectors for use in action flows. See Using BambooHR actions in action flows and Using Workday actions in action flows.

Developers can now leverage Custom Objects V2 and object triggers when building public or private apps for Zendesk Marketplace. This update introduces a richer framework for customization and automation, expanding what developers and admins can achieve within Zendesk. See Specifying app requirements

AI agents and Knowledge

New:

Added migration status to the list of articles. See Transitioning to the new article editor.

Fixed:

Prevent code blocks from being translated by AI in Knowledge.

Voice and Contact Center

New :

We’re excited to introduce support for secure media, Transport Layer Security (TLS), and Secure Real-time Transport Protocol (SRTP), for SIP‑IN in Voice. This adds transport-layer and media encryption for your SIP signaling and audio, helping protect conversations from interception and tampering. See Adding a SIP-IN line.

Analytics

New:

The real‑time monitoring dashboards now include recent-history metrics for incoming tickets and agent productivity (including a new leaderboard). We've also introduced SLA live reporting with ticket‑level SLA status and new visualizations.

App Marketplace

New:

5CA AICX Translation Tool (Support)

5CA AICX Translation Tool combines scalable cloud infrastructure, native-language agents, and AI-driven tools to enhance service quality and efficiency. The AICX Translate App facilitates AI language translation for thousands of users worldwide while they work on Zendesk Support tickets.

ChurnZero for Zendesk Guide (Support)

ChurnZero for Zendesk Guide allows you to understand how your customers use your product, assess their health and likelihood to renew, and give you the means to personalize the customer experience through timely and relevant customer touchpoints. Integrate your Zendesk Guide instance with ChurnZero to provide helpful product and process context to ChurnZero AI Agents.

AntiSpam (Support)

AntiSpam stops spam tickets that fill up your support queue. No more sales emails, fake inquiries, or robot messages wasting your team's time - no matter your industry.  AI identifies spam tickets in seconds with 99% accuracy across all sectors. New tickets get checked right away. Spam gets tagged and moved out of your main queue. Check blocked tickets in the 'AntiSpam' view. Review and correct any mistakes with one click.

Zendesk Workforce Management (WFM)

New:

The Forecast vs Actual EAP unveils a dynamic new reporting feature, offering users the ability to directly compare forecasted data with actual performance metrics within their operations. If interested, see How do I sign up for the Forecast vs Actual EAP?

Fixed:

Reporting and Monitoring:

Fixed a bug in the Occupancy calculation. The formula was updated to: (Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time + Unproductive general task time). Read more.

Products with no updates this week

Mobile

Chat & messaging

Copilot

Zendesk QA