Zendesk Employee service Updates

Introducing Deletion schedules on Custom objects

Zendesk internal analytics tracking

Release notes through 2025-11-07

General availability of the action builder and action flows to automate integrated workflows

A new security posture dashboard was introduced

Fixed an issue where some calls stayed in wrap-up past the configured time.

Talk customers using Copilot can now get real-time AI suggestions for agents during live voice calls

Ticket Time Analyser (Support) (paid)

In the Dialogue Builder, select inputs have been replaced by Zendesk Garden components

CSAT: Agents can rate their own tickets where they are requestors.

Rulebase automates QA, compliance, and back-office operations for banks and fintechs.

Sender Authentication improvements:

Release notes through 2025-08-29

Release notes through 2025-08-22

A new tab with auto assist usage data is now available on the Zendesk Copilot:

Added the public API getCurrentUser() to expose current user information.

Admins can now ban IP addresses in messaging to block all users coming from specific IP addresses

Customers can define goals (purchases and renewals) and track the performance of agents on the goals.

ChatGPT AI Agent by Macha (Support)

Knowledge in the Agent Workspace: quick answers provide formatted responses.

Increased the limit on the number of loops allowed on the same block

New ticket events can be subscribed to via webhooks

Disable Ticket Fields lets you choose which ticket fields to disable for agents

Auto assist, a part of the Copilot add-on, can now rely on similar tickets

Intent model improvements to better capture the intent changes in each account

Zendesk teammates access to create and link tasks

CSAT surveys are now available on closed tickets.

Customers can now set up reminders for end users who haven't replied to an agent's response

Navigating out of the Procedure page: We’ve made a minor UX improvement