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

Release notes through 2025-08-15

Admin Center
New:

• As part of the removal of support for password access for API authentication, we've proactively turned off and removed this capability for accounts where our records show no usage of the feature for more than the past 90 days.

Copilot
New:

• A new tab with auto assist usage data is now available on the Zendesk Copilot: Agent productivity analytics dashboard.

Mobile
iOS Zendesk SDK v2.33.0
New:

• Added the public API getCurrentUser() to expose current user information.
• Updated the minimum iOS version supported to iOS 14: More information here.

Fixed:

• Resolved an issue where end users could not play a video shared in the conversation.

Android Zendesk SDK v2.33.0
New:

• The blockChatInput property is now supported for all message types, letting you hide the composer whenever needed.
• Added support for the following messaging events to enable better tracking in external analytics tools:
  Proactive Message Displayed

Proactive Message Clicked
Conversation With Agent Requested
Agent Assigned to Conversation
New Conversation Button Clicked

• Removed desugaring by replacing LocalDateTime with Date: Migrated to the Date API to eliminate the need for desugaring, improving compatibility and simplifying integration for customers.

Fixed:

• Improved handling of authentication errors (401/403): The SDK no longer clears user data or creates anonymous users on auth failure. Instead, it emits an AuthenticationFailed event and maintains the current state until JWT is refreshed. Added AuthenticationType to ZendeskUser and a new Zendesk.Use the getCurrentUser API to check the auth status.
• This improvement will enable integrators to manage authentication state better, avoiding duplicate users and tickets.
• Resolved an issue where the CSAT form title appeared as a URL when no title was set.
• Resolved an issue where tap events weren’t triggered for URLs, emails, and phone numbers in messages sent by agents.
• Resolved issues with photo uploads failing after app restarts during capture and ensured proper loading states under poor network conditions.
• Ensured key headings are properly marked with android:accessibilityHeading=true so TalkBack correctly announces them, enhancing navigation for visually impaired users.
• Marked decorative images as non-accessible and corrected the focus order of interactive elements to ensure a clearer, more logical experience for TalkBack users.
• Resolved a race condition that caused crashes when the SDK encountered errors during initialization.

App Marketplace
New:

• Change Requester by ZENCLAB (Support) (paid)
  Change Requester by ZENCLAB is a tool designed to automate and optimize your ticket assignment process within Zendesk. By leveraging customizable rules and triggers, the app ensures that tickets are automatically assigned to the appropriate requester or agent, reducing manual effort and improving workflow efficiency.