What's new in Zendesk: February 2025

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Check out what's new in the last month:

Support

Accounts and billing

Security

People

Messaging and AI agents

Explore

Talk

Quality assurance

New and notable

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Zendesk early access programs

What's new videos on YouTube

Support

Auto assist now has access to read certain ticket fields. This means you can write procedures in plain language referencing these ticket fields and auto assist will use this information to suggest the best responses. Auto assist can read the following ticket fields:

Assignee email

Brand

Priority

Requester email

Requester name

Status

Subject

Type

See Creating and managing procedures for auto assist.

Side conversations are available exclusively in the context panel for all users with side conversations and the Agent Workspace activated. Access to side conversations in the context panel is activated automatically.

Accounts and billing

Try out products and add-ons in a temporary sandbox environment that reflects your production account's configuration and data. Available to customers with Zendesk Suite Growth plans and above or Support Enterprise plans. Trial sandbox environments can be requested through Zendesk Customer Support or Zendesk Sales. See About Zendesk sandbox environments.

Security

Agents in custom roles can now be granted permission to manage potentially malicious attachments. Admins and agents with this permission can review the flagged attachments and override security measures that occur when the Zendesk malware scanner deems an attachment to be malicious. See Managing malicious attachments.

Advanced encryption has been added to the Advanced Data Privacy and Protection add-on (ADPP). Advanced encryption is an enhancement to Zendesk's standard encryption and provides an additional layer of security for personally identifiable information (PII) within Zendesk by giving you control over your encryption keys. Specifically, with advanced encryption, you can encrypt user fields, such as name, alias, and signature, across Support, Guide, Talk, and Admin Center with keys stored in your key management system. See Setting up advanced encryption (ADPP add-on).

Admins and agents in custom roles can create end-user deletion schedules, helping you manage your data storage and comply with global privacy legislation. End-user deletion schedules delete end users who haven't been active with your company for a certain period of time. See Creating end-user deletion schedules.

Tickets are now automatically created for all comments on Facebook posts that aren't already associated with a ticket when using Zendesk's Facebook channel v2. See Migrating to Facebook channel v2.

People

Admins can manage team members' group membership in bulk instead of managing each individually on the Team members page. Additionally, admins can now view and filter team members by their group membership. See Viewing and managing team member group membership.

Messaging and AI agents

Apple Messages for Business is back. Adding it to your Zendesk configuration lets your end users connect with both live agents and advanced AI agents through the Messages app on their Apple devices. See Adding and configuring the Apple Messages for Business channel.

A new Ticket Details tab on the Performance Overview dashboard shows the performance of advanced AI agents on the email channel. By providing you with insights into key automation metrics, this dashboard helps you report on the value of AI agent outcomes and make data-driven decisions to improve future efficiency. See Analyzing AI agents with the Performance Overview dashboard.

Instructions and custom tone of voice for advanced AI agents are now available. Instructions allow you to refine an AI agent's responses, such as including specific language, avoiding certain phrases, or ensuring key information is included in replies. Custom tone of voice allows you to define the type of language the AI agent uses when responding to customers. See Using instructions to influence AI agent responses and Customizing the persona and tone of voice for your AI agent.

Explore

Zendesk is introducing a 90-day data retention limit for the Omnichannel: Agent daily state dataset in Explore starting April 21, 2025. This will improve report loading speeds and ensure the dataset's correct functioning. See Metrics and attributes for agent state and activity.

Zendesk is introducing a 37-month data retention limit for Explore starting July 7, 2025. This is designed to provide a significant performance boost to reports with minimal negative impact on the overall reporting experience.

Talk

Talk SIP-IN lines support Interactive Voice Response (IVR). With this release, SIP-IN lines can now use phone trees (IVR), enhancing call management beyond simple group routing. See Routing incoming calls with IVR.

Quality assurance

Custom phrase-match and improved Zendesk QA filter options for AutoQA categories and Spotlights. See Setting up autoscoring and Using Spotlights.

Zendesk Talk Partner Edition offers a new pre-built telephony integration with Five9 that plugs directly into Zendesk QA. See Activating Voice QA with Zendesk Talk Partner Edition.

New and notable

Are you using your Zendesk account to its full potential? We've published an article that you can use to appraise your account and help you get the best possible results from Zendesk. The article includes upgrade recommendations based on data from customers who have already successfully upgraded. See Appraising and increasing the effectiveness of your Zendesk account.

The new Zendesk email design cookbook provides HTML recipes for customizing the look of emails sent from your account. Customizing the look of your email can help you enhance brand consistency and improve customer engagement.

A new tutorial in the developer docs, Using audit logs to track account activity, shows you how to use the Audit Log API to monitor account setting changes within a specified date range, and retrieve information about the user responsible for those changes.