A new security posture dashboard was introduced

Release notes through 2025-10-24

Admin Center
New:

• A new security posture dashboard was introduced that brings together many important account settings that can impact the overall security of your Zendesk instance. Admins can use the dashboard to review and manage a broad range of critical settings. See the announcement.
• The look of the team member and end user sign-in experiences was refreshed. See the announcement.

Chat and messaging
New:

• Starting October 27, 2025, all, new Zendesk customers will be unable to opt out of Messaging. Opt-outs will continue to be accommodated, but only by contacting Zendesk directly.

Voice
New:

• Voice now fully integrates with department spaces, which allows customers to control ticket access by brand. Previously, when making outbound calls, agents would view all the outbound-enabled lines, including those linked to brands they weren't assigned to. If an agent accidentally selected a line for a brand they lacked permission to use, the call would go through, and no ticket would be created. Now, agents can only see the lines associated with brands for which they have permission.

App Marketplace
New:
Bulk CC &Followers Remover (Support)

• Bulk CC & Followers Remover gives admins and agents a safe, efficient way to clean up tickets at scale. Search by email or domain across tickets and show ticket context like subject, requester, organization, assignee, and last update. Bulk remove CCs and followers in safe batches with progress tracking. Allows you to undo and instantly restore the last removal if needed.

Fields Manager (Support, paid)

• Fields Manager lets you define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets. You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop.

Sunday (Support)

• Sunday lets you trigger beautifully branded customer gifts directly from Zendesk, turning everyday support tickets into powerful loyalty moments. Whether you’re resolving a complaint, celebrating a 5-star CSAT, or winning back a frustrated customer, Sunday helps you create an emotional, on-brand experience with zero operational hassle. Automatically send gifts from your Zendesk interface and scale amongst agents. Surprise customers with your premium merchandise, fully personalized to your brand. Track redemptions, feedback, and gifting impact on CSAT and retention.

Kanban (Support, paid)

• Kanban transforms your Zendesk tickets into clear, visual boards that help teams stay organized and focused. Build unlimited Kanban boards and define your workflow using any Zendesk dropdown field — turning complex queues into a drag-and-drop experience that keeps everyone aligned. Having Kanban available in the Zendesk top bar means you can update cards and tickets simultaneously. Move cards between columns to instantly update the linked dropdown field, keeping your data accurate and your workflows flowing.

Broadcast (Support, paid)

• Broadcast lets you send messages or alerts directly to Zendesk agents right inside Zendesk. Whether you need to announce urgent updates, share important reminders, policy changes, or alert agents about system outages, Broadcast ensures the right people get the message, at the right time. Track message engagement in real time to know who’s up to date and who still needs to see your announcement.

Power Actions (Support, paid)

• Power Actions extends Zendesk, letting you perform actions that triggers and automations can not do natively. From setting the “From” email address and adding CCs to updating lookup fields, Power Actions gives you flexibility to build more powerful workflows. Manually apply sets of actions to tickets from the apps panel, similar to how you would apply Zendesk macros. Or, build them into your workflows to run automatically at exactly the right moment.