New ticket events can be subscribed to via webhooks

Release notes through 2025-07-04

Support
New:

• New ticket events can be subscribed to via webhooks - Developers can now create or edit an existing webhook to subscribe to CSAT received, CSAT requested, Next SLA breach changed or Ticket undeleted events.

Admin Center
New:

• You can now view and export a detailed list of features available to your Zendesk account directly from the Features page in Admin Center. This includes key entitlements included in your Suite plan, any active trials, and any add-ons you've enabled.
• This update gives admins a clear, centralized view of what’s available in their account—making it easier to spot valuable capabilities, evaluate what’s being used, and ensure Zendesk is set up to support your team’s goals. The ability to export your feature list also helps with internal planning, sharing with stakeholders, or supporting ROI discussions—so you can make the most of your Zendesk investment.

AI agents, and knowledge
Knowledge editor
New:

• Improvement for imagine re-sizing. You can now resize images based on percentages and pixels.

AI Agents Advanced Public
New:

• Introducing a new is (Number) operator to be used in Dialogue Builder Conditional blocks

Fixed:

• The maximum configurable session duration for Messaging session has been updated to 72 hours.
• Fixed sorting Procedures by last edited date (only applicable for the new edits)
• In the setup for web crawled knowledge sources in generative replies, the text boxes no longer break when adding many options

App Marketplace
New:

Vipps MobilePay by Kundelab (Support)

• Vipps MobilePay by Kundelab is an identity verification tool for Zendesk Support teams who want to keep customer data secure and build trust with verified requesters. With Vipps MobilePay, your agents can verify the requester’s identity using Vipps MobilePay Login before sharing any sensitive information — for example, when handling phone calls, chat tickets, or other channels. After successful login, the app can automatically add verified customer details to the ticket or update the requester profile, helping your agents solve requests faster and with higher confidence.
  Omnea (Support)
• Omnea is a modern platform that helps organizations streamline third-party risk, procurement, and compliance workflows. With robust automation, stakeholder collaboration, and integration capabilities, Omnea ensures a secure and efficient process for managing vendor operations. The Zendesk integration for Omnea lets you create and manage Zendesk tickets directly within Omnea workflows. Omnea can automatically open Zendesk tickets, append comments, sync status updates, and assign requests to specific Zendesk teams — improving transparency and reducing friction across departments.
  Amazon by Juble.io (Support)
• Amazon by Juble.io is a powerful integration solution that brings the functionality of Amazon Seller Central and Amazon Vendor Central right into your Zendesk Support environment. With seamless integration, you can streamline your Amazon customer support operations and provide exceptional service to your Amazon marketplace customers. Gain comprehensive visibility into Amazon order details, including status, products, shipping, and more, for all your connected Amazon accounts. Navigate effortlessly between Zendesk and your Amazon Seller Central or Amazon Vendor Central accounts for quick access to specific marketplace and order details.
  AI Task Management (Support) (paid)
• AI Task Management uses AI to analyze ticket comments and automatically capture action items. These tasks can be seen and managed from a hub interface for organization across your instance. Tasks associated with a specific ticket can be seen and managed in the sidebar interface. Configure views to filter, sort, and customize displayed information (like ticket ID, assignee, organization). Assign tasks to any agent (including light agents) and set due dates to prioritize effectively.
  OneAgentWeb iFrame Edition (Support)
• OneAgentWeb iFrame Edition powers up your call centre with integration between 1Stream OneAgent and Zendesk Support. With features like screen popping of customer details, new ticket creation for inbound calls, automatic logging of every inbound call in Zendesk, the ability the make outbound calls from Zendesk, and click to dial, this integration helps your agents provide the best support possible with ease.