CSAT surveys are now available on closed tickets.

Release notes through 2025-06-06

AI agents and knowledge
New for AI Agents - Advanced

• Generative replies for email is now available to all customers. See the announcement.
• Improved the procedure agent in AI agents that are powered by agentic AI using the latest GPT4.1 models for better instruction following and intelligence.
• Fixed a bug that resulted in some conversation sessions not ending.

New for AI Agents - Essential

• Added information to promote generative replies in Admin Center.

Copilot
New for intelligent triage:

• Removed the two minute delay in Messaging channels. This is rolling out progressively between June 2 and June 13.
• Revamped the user interface where it's easier to see the list of taxonomy for Intent, Sentiment, and Language. The Intents category and sub-category are not visible in one row, and the entire list of intents is visible at once. The search is more powerful, allowing you to search by the intent label and description, as well for custom or default intents, and by active and inactive intents.

Support
New:

• CSAT surveys are now available on closed tickets. You can now complete CSAT surveys on tickets even after they're closed. Previously, survey links were inaccessible once a ticket reached the closed state, and responses could not be recorded. Now, CSAT responses submitted after ticket closure will be added to the ticket as expected.

Zendesk Workforce management (WFM)
New:

• Account settings - Allow List: Automatically add new team members to the Allow List. You can now choose whether the Allow List is automatically updated with new users created in Zendesk or remains unchanged when new users are added.

App Marketplace
New:

Electroassist (Theme)

• The Electroassist theme is designed with a beautifully elegant style, featuring a blue body background that enhances its visual appeal. It's a highly adaptable and fully responsive theme designed for multipurpose use, particularly in the electronics market, and tailored for the Zendesk help center. This theme impeccably combines style and performance, ensuring that all help center elements are strategically arranged for seamless navigation.

SLA Plus (Support, paid)

• SLA Plus gives you a fast and flexible way to create and manage SLA rules, all in one place. Whether you're setting custom conditions, defining alert behavior, or tagging tickets to unlock deeper insights through Zendesk’s analytics tools, SLA App makes the entire process simple, powerful, and lightning quick. Easily define your team’s business hours and holidays, ensuring SLAs are measured accurately based on actual availability. Set it once and let the app automatically adjust for holidays and off-hours.

ZenUnfollow (Support, paid)

• ZenUnfollow gives agents a clear view of all tickets where they’re CC’d or marked as Followers — and lets them unfollow in bulk with just a few clicks. Clean up your ticket list and stay focused on what really matters.

TransferChain Send (Support)

• TransferChain Send brings secure file sharing directly into your Zendesk workflow. Support teams can now share or receive files of any size or type-sensitive documents, diagnostic logs, media files, and more—without worrying about storage limits or data privacy concerns. Every file shared via TransferChain is protected by a patent-pending security protocol, which combines things like client-side and end-to-end encryption, data fragmentation and distributed storage, and blockchain-based authorization.

Scriba Vox by Doc CX (Support)

• Scriba Vox by Doc CX automatically transcribes voice messages from WhatsApp, Instagram, Facebook and chat, and saves the text directly into the ticket as an internal comment. It also provides sentiment analysis. With a user-friendly interface and easy installation, Scriba Vox appears on the side of the ticket, allowing agents to listen and read the transcription at the same time. Transcriptions are generated in real time and are available in Portuguese, English, and Spanish.

Redacto (Support)

• Redacto helps you maintain compliance and protect customer data by making it simple to locate and remove sensitive files from your Zendesk tickets. Enjoy a seamless workflow with clear feedback, robust filtering, and a focus on usability. Easily find, review, and redact sensitive ticket attachments in Zendesk with a modern, intuitive interface. This app is designed for Zendesk administrators who need to manage data privacy and compliance efficiently.

SiteSage AI Systems (Support)

• SiteSage AI Systems connects directly to your Zendesk workspace to streamline internal support tasks with focused, high-quality AI tools. With features like auto-tagging and categorization, drafted reply suggestions, on-the-fly translations, and data-aware AI, SiteSage helps your agents move faster, stay consistent, and focus on what actually needs human attention

Reddit by AppDash (Support)

• Reddit by AppDash seamlessly connects your Zendesk workspace with Reddit, allowing your team to monitor and engage with Reddit discussions in real time. Simply choose the subreddits and keywords you want to track — whether it's your brand name, product mentions, competitors, or industry topics — and the integration will automatically create Zendesk tickets for every new Reddit post that matches your criteria. Each Reddit post appears as a ticket, where your team can view the content and reply directly from Zendesk.