Generative search is generally available

Release notes through 2025-05-09

AI agents and knowledge
CSAT:

• The CSAT scale in email has been reverted. It starts from the highest value at the top.

Knowledge:

• Generative search is generally available.
• The new article editor rollout plan has been announced.

App Marketplace
New:

• Ordemio AI Agent for Support (Support)
  Ordemio AI Agent is an AI-driven support agent that seamlessly integrates with Zendesk to help customer service teams deliver faster, smarter support. It works alongside your human agents to instantly handle common queries using your existing knowledge base and FAQs, deflecting up to 80% of repetitive tickets​. Customers get accurate, 24/7 answers in seconds, which instantly reduces your team’s ticket volume and response times. The result is higher customer satisfaction and agents freed to focus on complex, high-value issues instead of FAQs.
• ManageEngine Log360 Cloud (Support)
  ManageEngine Log360 Cloud is designed for security analysts and IT administrators who use Zendesk as a part of their IT security and management (ITSM) framework. It enables them to monitor and manage their organization's network security seamlessly and directly from the Zendesk interface. Receive instant security alerts for any detected incidents in your Zendesk environment, enabling you to take swift action and mitigate threats. You can also choose to customize or disable notifications for specific alert profiles, based on your operational needs. Create Zendesk tickets automatically for detected security incidents, assign them to network administrators, manage devices, assign priorities, and update statuses— all from within the Zendesk console, thanks to the two-way sync provided by Log360 Cloud. Further, you can also export the incidents as PDF files.