Escalation blocks have been introduced to advanced email AI agents.

Release notes through 2025-12-05

AI agents - Advanced
New:

• You can now customize how many consecutive use cases the advanced email AI agent can handle before stopping the automation.
• Escalation blocks have been introduced to advanced email AI agents.
• Introduced a toggle enabling users to view charts in either whole conversation counts or percentage format relative to total conversations.

Fixed:

• Fixed a bug where, if in an action multiple parameters were used in the same field and one of them was missing, the whole field value became undefined.

Copilot
New:

• AI Recommendations are now available across Admin Center.

Fixed:

• Deprecated the intelligent triage setting “Values in subsequent interactions” in entity detection, due to it not being useful for customers.

App Marketplace
New:
Attachments from ZenSuite (Support)

• Easily view, select, and download all ticket attachments. Attachment Manager simplifies handling ticket attachments for Zendesk agents. It automatically organizes and displays all attachments from ticket comments, allowing you to preview, select, and bulk download files — all within the Zendesk sidebar.

SiteSage AI from SiteSage (Support)

• AI-powered responses based on your own company data and systems. SiteSage connects directly to your Zendesk workspace to streamline internal support tasks with focused, high-quality AI tools. Built for busy teams, not bots — SiteSage helps your agents move faster, stay consistent, and focus on what actually needs human attention.

Help Center Health Check from Lotus Themes (Support)(Paid)

• Know your knowledge base is healthy: Find broken links, broken images, and accessibility issues in your Help Center. Help Center Health Check scans all your Help Center articles for broken links, images, and content issues. Get confidence that your knowledge base is healthy and ready to help customers.

No Wrong Attachments from Claps, LLC (Support)(Paid)

• The No Wrong Attachments app provides a simple yet powerful way to prevent attachment errors. This app automatically lists all files attached before sending and requires you to review each one. This helps protect confidential information and prevents data leaks.