Update06/02/2025

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

Employee service
Zendesk

Update from:
patrick-devicebase (expert)

Release notes through 2025-05-23

Chat and messaging
New:

Customers can now set up reminders for end users who haven't replied to an agent's response. We are introducing automatic reminders within the capacity release feature in messaging, enabling agents to send up to three reminders to prompt responses in inactive conversations, and finally, solve the ticket if there is no reply. Demo here. Help center articles here.
We've introduced new keyboard shortcuts that enable agents to perform key actions quickly, such as accepting or ending a messaging conversation:

The conversation log API offers a new unified way to access all conversation events across various channels. Customers can now retrieve messaging conversation details in real time. Read the API documentation here.

AI agents and knowledge
New:

Launched BSAT for Agentic AI Agents analytics.
Fixed:
Citations no longer show "unknown".
Web crawler: If the maximum pages to crawl exceeds 100000, set it to 100000.
Fixed a bug in the Dialogue Builder that caused the conditional blocks not to accept strings like "True" as valid booleans.
Fixed a bug that triggered an unexpected error message when comparing session parameters without values in conditional blocks.
Fixed an issue that caused the "session ended" event to be triggered twice, applying attached actions two times.
Implemented a fix to support AND/OR filter operators on labels when exporting conversations from the conversation logs.

AI Reporting
Fixed:

We removed erroneous "other" events from reporting, as some non-agent tool events were inadvertently being tracked in this dataset.

Copilot
New:

Intelligent triage
Announcing intent availability for all Zendesk Copilot customers

App Marketplace
New:

SquaredUp (Support)

SquaredUp makes it effortless to visualize and share live Zendesk data with your team - so everyone stays aligned, spots issues fast, and celebrates wins in real time. Whether you're on the support desk, in leadership, or managing operations, SquaredUp empowers you with the insights you need, when you need them. Connect your Zendesk account in seconds and instantly visualize live metrics like CSAT, ticket volume, SLA performance, first reply time, and more, with no coding required. SquaredUp’s intuitive dashboard builder and prebuilt templates get you up and running fast, while advanced users can go even further with our built-in SQL layer for powerful custom queries and joins.

Twig AI CoPilot (Support)

Twig AI CoPilot ignites Zendesk support with Twig’s AI powerhouse. Streamline workflows, supercharge agent productivity, and wow customers with lightning-fast, empathetic responses. Get instant ticket insights, AI-powered summaries, sentiment and urgency scoring, multilingual translation, and ready-to-send AI drafts directly in Zendesk Support.

Slack Notifications (Support)

Slack Notifications help you trigger Slack alerts from Zendesk. Send notifications when ticket views exceed thresholds, tags are added, or whenever a trigger is first. Route messages to specific teams or stakeholders based on ticket conditions. Customize the Slack message to include ticket ID, requester name, SLA status, or any field, and format them with a clear structure.

AI Ticket Reply by New Aim (Support) (paid)

AI Ticket Reply by New Aim streamlines your customer service workflow by automatically responding to first-message tickets based on intent classification. Customise templates, intent types, and confidence thresholds to match your team’s needs.

HubSpot Email Campaign Insight (Support)

HubSpot Email Campaign Insight gives you complete visibility into your customers' HubSpot email campaign activity directly inside Zendesk. The HubSpot Email Campaign Activity app empowers your support team with critical marketing context to handle tickets faster and more effectively. By surfacing a Zendesk ticket requester’s HubSpot email campaign history, agents can instantly understand what marketing communications the customer has received, without leaving Zendesk.

Bulk Export Workflows (Support) (paid)

Bulk Export Workflows is a powerful Zendesk app designed to help administrators efficiently manage and export essential business rules, including Triggers, Automations, and Macros. This app provides a seamless way to download all configured business rules in a structured format, making it easier to audit, analyze, and share with stakeholders.

Zendesk WFM
New: