Introducing Deletion schedules on Custom objects
Update
Zendesk Employee service Updates
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Software, firmware and hardware updates
Here you will find all software, firmware, and hardware updates from Zendesk Employee service. Stay up to date and follow this product – you will be automatically notified of updates.
Zendesk internal analytics tracking
UpdateRelease notes through 2025-11-07
UpdateGeneral availability of the action builder and action flows to automate integrated workflows
UpdateA new security posture dashboard was introduced
UpdateFixed an issue where some calls stayed in wrap-up past the configured time.
UpdateTalk customers using Copilot can now get real-time AI suggestions for agents during live voice calls
UpdateTicket Time Analyser (Support) (paid)
UpdateIn the Dialogue Builder, select inputs have been replaced by Zendesk Garden components
UpdateCSAT: Agents can rate their own tickets where they are requestors.
UpdateRulebase automates QA, compliance, and back-office operations for banks and fintechs.
UpdateSender Authentication improvements:
UpdateRelease notes through 2025-08-29
UpdateRelease notes through 2025-08-22
UpdateA new tab with auto assist usage data is now available on the Zendesk Copilot:
UpdateAdded the public API getCurrentUser() to expose current user information.
UpdateAdmins can now ban IP addresses in messaging to block all users coming from specific IP addresses
UpdateCustomers can define goals (purchases and renewals) and track the performance of agents on the goals.
UpdateChatGPT AI Agent by Macha (Support)
UpdateKnowledge in the Agent Workspace: quick answers provide formatted responses.
UpdateIncreased the limit on the number of loops allowed on the same block
UpdateNew ticket events can be subscribed to via webhooks
UpdateDisable Ticket Fields lets you choose which ticket fields to disable for agents
UpdateAuto assist, a part of the Copilot add-on, can now rely on similar tickets
UpdateIntent model improvements to better capture the intent changes in each account
UpdateZendesk teammates access to create and link tasks
UpdateCSAT surveys are now available on closed tickets.
UpdateCustomers can now set up reminders for end users who haven't replied to an agent's response
UpdateNavigating out of the Procedure page: We’ve made a minor UX improvement
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