What's new in Zendesk: July 2025

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Check out what's new in the last month:

Support

Zendesk Suite

Objects and rules

Messaging and AI agents

Zendesk QA

Zendesk WFM

Knowledge

Reporting

Apps and integrations

Also don't miss:

Zendesk early access programs

What's new videos on YouTube

Support

Customers with the Advanced Data Privacy and Protection (ADPP) add-on can use ticket triggers to automatically redact PII in ticket comments. This feature provides full control over when and how PII is protected in Zendesk, eliminating the need for manual redaction. See Automatically redacting sensitive information in tickets using triggers.

Auto assist, a feature in the Copilot add-on, can now base suggestions on similar solved tickets when no relevant procedures or public help center articles are available. See Turning on and configuring auto assist.

Agents can use rich text formatting tools to edit auto assist suggestions. See Using auto assist to help agents solve tickets.

Zendesk Suite

Zendesk Suite trials include a Microsoft Exchange connector which allows you to connect your non-Zendesk email servers that are based on Microsoft Exchange directly to your Zendesk Support instance. This connector simplifies email set up for new customers. See Connect with Microsoft Exchange.

In Zendesk Suite trials, admins can use Agent Home to track their progress on completing trial tasks. When you set up a new trial account, Agent Home provides links to the basic setup tasks as well as links to additional setup guides. See About the Zendesk trial tasks.

Objects and rules

New ticket trigger actions are available for accounts using messaging and omnichannel routing:

Ticket > Messaging session: Ends the ticket's messaging session. This can be used to manage ticket surges, ticket submissions outside of business hours, and reporting on messaging tickets when a session is ended.

Ticket > Set routing channel: Changes the ticket's routing channel from messaging to email, so omnichannel routing treats it as an email ticket for routing and capacity purposes. This action also ends the ticket's messaging session if it's ongoing when the action occurs.

These actions shouldn't be used together in the same ticket trigger. See Ticket trigger conditions and actions reference.

Messaging and AI agents

Multiple conversations are available for the Unity SDK channel. Multi-conversations let your end users conduct multiple messaging conversations simultaneously. Allowing multiple conversations for your end users.

You can now end messaging sessions with a ticket trigger. The Ticket > Messaging session | End Session ticket trigger action ends the ticket's messaging session. This can be used to manage ticket surges, ticket submissions outside of business hours, and reporting on messaging tickets when a session is ended. See Ticket trigger conditions and actions reference.

Generative replies are now fully available for email AI agents in the AI agents - Advanced add-on. You can connect your AI agent to knowledge sources—including Zendesk help centers and other supported help centers, websites, and CSV files—to automatically resolve factual email queries end-to-end. Generative replies combine the flexibility of generative AI with the precision and control of scripted flows, giving you complete command over your AI-powered email responses. See About the Generative replies block in conversation flows for advanced AI agents.

Zendesk QA

Admins and account managers can now hide reviewer names throughout Zendesk QA. When reviewer anonymization is turned on, the reviewer's name is hidden in all areas of Zendesk QA where the reviewer role would be visible. This prevents agents from identifying reviewers. See Hiding reviewer identities from agents.

Zendesk WFM

A new WFM setting to control whether to automatically add new team members when new users are created in Zendesk. Admins can turn this setting on or off. See Managing user access in your WFM account.

Knowledge

AI translations for articles can quickly generate translations for articles directly within the new article editor for help centers configured to support multiple languages. For example, you can create an article in your default language, then use the AI translation feature to automatically translate the article into any language supported by your help center. See Translating articles in your help center using AI.

Reporting

Enhanced reporting for custom objects provides reporting on standard objects and custom object fields that relate to them. If a custom object has a lookup field that points to the Tickets object, for example, you’ll be able to find its fields in datasets such as Support: Tickets and Support: Updates history. See Building reports.

The user sessions and page efficiency reporting dataset, along with the prebuilt dashboard, help identify content that effectively addresses user questions and pinpoint the content responsible for users creating new tickets. The user sessions dataset helps admins to see user session outcomes for specific users and look at trends across different roles. The page efficiency dataset is focused on content performance, which content is most helpful, and which may be responsible for the most tickets submitted. See:

Analyzing your user session and page efficiency activity

Metrics and attributes for Zendesk Guide

Apps and integrations

Ticket view in Salesforce displays tickets from all your Zendesk accounts connected to the Salesforce organization. Sales representatives use a drop-down field to switch between Zendesk accounts. To connect additional Zendesk accounts or Salesforce organizations, see Connecting your Salesforce organization to Zendesk.

A preview feature is available when configuring the Salesforce app for Zendesk Support, making it easier for admins to visualize the agent experience and tailor the app layout to fit their workflow. See Installing and configuring the Salesforce app for Zendesk Support.

The Salesforce and Workday apps integrated with Zendesk Support now support dark mode. See Using dark mode to increase agent display options for more information on activating dark mode.

An updated API section in Admin Center > Apps & Integrations moves the settings tabs on the API page into separate pages. This change provides new features for managing API access and gives customers better control over their API and OAuth access tokens. See Managing API token access.