Fixed the auto-enable of Intelligent triage to avoid admin changes

Release notes through 2025-2-21

Advanced AI
New:

• You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.
• Redaction suggestions, part of the Advanced Data Privacy and Protection add-on, can now detect four additional types of personally identifiable
  information (PII).
  Fixed:
• Fixed the auto-enable of Intelligent triage to avoid admin changes
• Custom intents: Ensure custom intents fallback when there's no translation

Chat and messaging
New:

• The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found here.

App Marketplace
New:
ACTIONBRIDGE (Support)

• ACTIONBRIDGE transforms customer feedback into action with AI-driven automation. ActionBridge integrates seamlessly with Zendesk to analyze customer feedback and automatically generate actionable tasks. By leveraging AI, the app ensures that support teams never miss critical follow-ups, helping them resolve issues faster and improve customer satisfaction.

WhatsApp Template by Unwired Logic (Support) (paid)

• WhatsApp Template by Unwired Logic lets agents send WhatsApp templates directly from tickets, ensuring no inquiry goes unanswered. By streamlining communication, it enhances response times, customer satisfaction, and operational efficiency. The app overcomes WhatsApp’s 24-hour messaging limit, enabling businesses to send approved templates and seamlessly resume conversations once customers reply.