What's new in Zendesk: December 2025

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Check out what's new in the last month:

Support

AI agents

Copilot

Objects and rules

Accounts and billing

Knowledge

Security and data privacy

Workforce management

Messaging

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Zendesk early access programs

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Support

Agents can now respond to approval requests with comments prior to approving or denying the request. Approval comments ensure all of the context necessary to reach a decision on an approval request is kept together and recorded, making the approval request process more efficient and transparent. See Responding to approval requests as an agent.

A simple setup wizard for views is available to help Zendesk customers learn how to create custom views. The wizards shows admins how to create three simple views they can use to improve team priorities and workflows. See Zendesk Suite trial: Creating ticket views.

The Views admin page in Admin Center has been modernized with unified filters, drag-and-drop reordering, a higher column limit, a configurable Status column, and CSV exports that show readable custom statuses. One of the key benefits is that you now order your list of views on a single page; you no longer have to deal with pagination with long lists. See Accessing and using the Views admin page.

AI agents

(Essential) AI agents can now create AI-generated answers based on external content sources. This lets you leverage the content you've already created outside your Zendesk help center to deliver consistent, high-quality responses to customers in AI agent conversations. These external content sources include:

Confluence sites and spaces

Web-crawled content from public or authenticated websites

Other external records ingested through the Federated Search API

See Connecting external content sources to an AI agent to power AI-generated answers.

(Advanced) The navigation experience has been streamlined across all advanced AI agent types (expression-based, zero-training, and agentic AI). This makes it easier for admins to manage different types of AI agents. The following settings pages have moved in the sidebar:

Knowledge and Search rules are now available under Content > Knowledge.

Instructions and Persona are now available under Content > Personalization.
Also note that the Persona page has been split into separate pages for Identity, Tone of voice, and Pronoun formality, representing the tabs that were previously present on the Persona page.

Entities are now available under Content.

See Navigating the AI agents - Advanced add-on.

Copilot

When creating a custom intent, you can now add intent categories and sub-categories directly in your account to group and organize custom intents. This makes it easier to reflect your business structure, improve visibility, and manage intents at scale. See Personalizing intelligent triage by creating custom intents.

For auto assist procedures, you can view how each published version of the procedure performed and restore past versions as needed. Every time you update and publish an auto assist procedure, a new version is saved along with detailed revision tracking and performance metrics. See Viewing published procedure revisions and restoring a previous version.

The procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.

AI-powered recommendations are now available on a new Recommendations page in Admin Center and in Admin Center Home. You can also filter recommendations by type. See Reviewing and implementing AI recommendations to automate tasks.

AI Expert coverage is now available for the Copilot add-on. The AI Expert recurring subscription service can help you with ongoing access to expertise, which includes onboarding, AI success planning, and AI expertise via consulting hours. See Announcing AI Expert coverage for the Copilot add-on.

Objects and rules

Omnichannel routing now recognizes skill priorities for agents. When an agent has a high-priority skill, omnichannel routing searches all queues they receive work from and assigns tickets with the high-priority skill before assigning the agent any other tickets. See Creating agent skills to use for routing.

You can now create deletion schedules for custom object records, which makes it possible to automatically manage your account storage devoted to the data stored in custom object records. Temporary and outdated records can be deleted automatically after a specified time has elapsed and other user-defined conditions are met. See Creating deletion schedules for custom object records.

Accounts and billing

Zendesk Launchpad provides you with step-by-step instructions to set up your Zendesk account. Use Launchpad to set up Zendesk basics and to discover new features to try out. Use it as your one-stop location for getting the most out of your Zendesk account. See Using Launchpad to unlock the full potential of Zendesk.

The account configuration management functionality is now available. You can inspect your production and sandbox environment's configuration, save snapshots of environment configurations, compare configurations between snapshots, and deploy configuration items from one environment to another. See Deploying account configurations from one environment to another.

Knowledge

You can now use your ticket data and generative AI to create a help center. If you don’t yet have a help center or if your help center is incomplete or out of date, you can quickly create a new one based on your ticket ticket data from the last 30 days, your most common customer issues, and your key business data. See Creating help center content using ticket data and generative AI.

Security and data privacy

Data masking is available for customers with the Advanced Data Privacy and Protection add-on. Data masking allows you to hide end-user names, phone numbers, and email addresses for agents in custom roles. See About data masking.

Admins and agents with permission can create attachment deletion schedules. This lets you automatically delete attachments in bulk, helping you manage your data storage and comply with global privacy legislation. See Creating attachment deletion schedules.

Admins can control whether end users can make authenticated API requests. Zendesk separated end-user API access from team member access so you can control end-user access specifically. See Turning on and off API password access for end users.

Workforce management

Admins can now bulk replace tasks in the WFM schedule. Easily switch agents’ tasks to different ones in bulk. This can be handy when re-prioritizing workstreams for the day, switching a team’s focus to another channel, or simply replacing a cancelled meeting or event. See replacing tasks in bulk.

The visibility of agent time off requests has been expanded. The sidebar now displays time off requests for a full year ahead, while maintaining the 30-day view for past requests. See Requesting time off.

Audit logs in WFM now include workstream events. Workstream actions include creating and editing, adjustments to workstream prioritization, agent assignment and more. See Viewing the WFM audit log for changes.

The staffing forecast calculation for WFM has been improved. Staffing forecast calculations and results are now rounded to one decimal place. See Understanding required staffing.

Messaging

You can now add tags to messaging reminders. This update makes it easier to identify and track tickets where reminders were sent, and to build downstream processes that connect messaging reminders with other business workflows. See Sending conversation inactivity reminders to end users.