added the ability to Embedded Figma files in help center articles

Release notes through 2025-4-4

AI agents and knowledge
AI Agents Advanced

New:

• The new Product Tray (v2) is now available for provisioned customers on AI Agents Advanced.
  Fixed:
• Salesforce escalations were failing when bot shepherd restarted the bot. This has now been fixed.

Knowledge
New:

• Rollout started for generative search.
• Updated CSAT strings in Messaging. Instead of the static string “Please rate your conversation,” a CSAT is now shown.
• We've added the ability to Embedded Figma files in help center articles.

Advanced AI
New:
Similar Tickets

• Released improvements to the Similar Tickets EAP.

Auto-assist
New:

• Action linking: Improved action management allows admins to link actions directly in procedures to ensure auto assist performs the correct action.
• Brand segmentation: Adding brands to procedures is designed to improve the segmentation of procedures and to ensure that auto-assist uses brand-specific procedures to solve brand-specific problems.

App Marketplace
New:
Process DOCX (Support)

• Process DOCX automatically extracts and uses data from DOC and DOCX files by using AI-powered data extraction to automatically process Microsoft Word files – from written and formatted text to images and tables. The extracted information is added to the ticket and can be used to automatically update ticket fields, trigger other automation workflows, or integrate with third-party systems.

SATRDÉ Asset Manager (Support) (paid)

• SATRDÉ Asset Manager lets you download your assets, mass-edit, and view all assets tied to users on tickets by using custom objects. The SATRDÉ Asset Manager is designed to work with the latest version of custom objects. Set up custom objects and download them into CSV files one at a time or simultaneously. Additionally, a ticket sidebar component will display assets tied to the ticket requester. All you have to do is set up your custom object with a customer look-up relationship field.

Financedesk (Theme)

• Financedesk is a fully responsive multipurpose help center (Guide) theme. The theme is the perfect balance between style and performance. The elements of the help center are arranged in a way that keeps navigation super-easy. The theme comes with a refined image on the side of the search box. It has an impressive full-screen layout with beautiful blocks and responsive design elements, which creates a light and refined ambiance in the help center. It follows the latest trends in web design and features a brand-new layout with a long list of features.

Zendesk WFM
New:

• Audit Logs for Account Settings, User Management, and General Tasks.