Fixed an issue that prevented the Submit a request link from appearing on article pages.

Release notes through 2025-3-7

Support
New:

• We’ve made some shady changes—literally. Our ticket status badge colors now meet accessibility contrast standards, and yes, that includes tweaking our shades of grey (not quite 50, but close). It has better readability and the same great ticket status updates.

AI agents and knowledge
Fixed:

Advanced AI

• Ultimate GPT - Scheduled knowledge source reimports re-enabled for selected accounts

Customer portal

• Fixed an issue that prevented the Submit a request link from appearing on article pages.
• Fixed an issue causing organizations with lowercase first letters to be sorted wrong in the ticket form dropdown

Advanced AI
New:

Auto assist can now:

• Read tags on a ticket
• Update and read standard fields on a ticket: ticket type, ticket priority
• Update the following ticket custom field types on a ticket: text, checkbox, number, decimal, date, regex
• Read ticket custom field types on a ticket; all types except lookup relationship

Chat and messaging
Fixed:

• Made the messaging trigger agent avatar consistent with the AI agent avatar

Explore
New:

• Exports generated via the dataset exporter for the Guide: Knowledge Capture dataset are now filtered using the engagement date. Previously, they were filtered via the article creation date, which resulted in some article activity missing from the export.
• Updater agent name attribute was added to the Support: Updates history dataset. This attribute provides the quickest way to display agent names in the report.

App Marketplace
New:

Process Excel (Support)

• Process Excel automatically extracts and lets you use data from Excel files in Zendesk. Process Excel automatically processes Excel files and integrates its data into Zendesk, enabling automatic updating of ticket fields and finding the Excel data in Zendesk search. Add an API integration, which connects Zendesk to other systems for complete data synchronization.

Help Center Scorecard (Support)

• Help Center Scorecard delivers a detailed monthly evaluation of your knowledge base, highlighting what’s working and pinpointing areas for improvement. You can deliver faster, more accurate support with clear, actionable insights. Strengthen self-service by making content easier to find and understand, boost AI response accuracy with well-structured knowledge base articles, and take advantage of expert-driven insights to enhance content quality.

VideoEngager (Support)

• VideoEngager is a seamless and secure WebRTC-based video chat solution that empowers agents and customers to connect instantly with a single click. Create rich, real-time video interactions that enhance communication, improve customer satisfaction, and drive conversions.

InboxPilot (Support)

• InboxPilot is an AI-powered chatbot that automates email drafting for Zendesk users. By leveraging your company’s data, it generates personalized, context-aware email drafts as soon as a ticket is created or updated. Say goodbye to repetitive typing—InboxPilot analyzes ticket details, customer history, and your organization’s tone to craft professional responses in seconds.

Zenloop Survey (Support)

• Zenloop Survey is a leading customer experience management platform that helps companies collect, analyze, and act on customer feedback. This Zendesk integration automatically sends customer satisfaction surveys through Zenloop when support tickets are closed. Key features: