Knowledge in the Agent Workspace: quick answers provide formatted responses.

Release notes through 2025-07-18

AI agents, and knowledge
New:

Knowledge

• Knowledge in the Agent Workspace: quick answers provide formatted responses.
• Article Multiplacement lets you create one article and place it in up to 10 different sections across all brands in your help center.

AI Agents Advanced

• Public comments triggered by macros now display the relevant action in the message details in conversation logs.
• Extended the error event types of webhook alerts.

Fixed:
AI Agents Advanced

• Agentic AI Agents - Fixed issue with triggering incorrect use cases due to hallucinations.

Copilot
New:

• Suggested intents, a new AI-powered feature that helps you identify gaps in intent coverage and suggests relevant intents based on your ticket data.
• We’ve upgraded how auto assist and rewrite in your tone, part of the Copilot add-on, communicate on your agents’ behalf.

App Marketplace
New:
ManageEngine EventLog Analyzer (Support)

• ManageEngine EventLog Analyzer is ideal for security analysts and IT administrators who use Zendesk as a part of their IT security management (ITSM) framework. It enables them to seamlessly monitor and manage their organization's network security. This app strengthens your organization's security posture by enabling incident detection, ticketing, and response; all within your Zendesk environment. Receive instant security alerts for any incidents detected through EventLog Analyzer. You can also customize or disable notifications for specific alert profiles. Automatically create Zendesk tickets for detected security incidents, assign them to network administrators, manage devices, assign priorities, and update statuses. Run predefined response workflows for tickets generated from EventLog Analyzer or other sources.

Zendesk Workforce Management (WFM)
New:

Reporting and Monitoring

• Reports Page: A new grouping and filtering criterion by Organization has been added, enabling more granular data analysis and easier report customization.
• Agent Activity Page: For accounts without Unified Agent Status enabled, it is now possible to add new activities directly to the timeline. This includes both General Tasks and Ticket Activities, with Ticket ID support for better tracking.