Release notes through 2025-08-22

Release notes through 2025-08-22

Copilot
New:

• We’ve introduced the ability for admins to add existing macros in auto assist procedures. This means that auto assist can suggest macros to agents.

AI Agents Advanced
New:

• API integration parent blocks in the dialogue builder now allow hiding and disabling "Collect parameter" branches with a single click.
• All sortable elements in the dialogue builder now use the same UI component, allowing for changing the order of child blocks of conditional and customer message blocks.

Fixed:

• Translation-related issues on the Segments page have been fixed.

App Marketplace
New:
HelloSend (Support)

• HelloSend is a unified customer communication platform built for modern teams. It helps businesses streamline conversations across SMS, WhatsApp, and voice — all from one place. Trusted by growing teams worldwide, HelloSend simplifies messaging with powerful automation and deep CRM integrations. Easily send and receive SMS and WhatsApp messages from Zendesk tickets. Make and receive voice calls with automatic ticket logging and call recording. View complete conversation history for better ticket context.

MaskDots (Support)

• MaskDots is an intelligent data privacy app that automatically detects and masks sensitive information in your documents and systems. Built for organizations that handle confidential data, it combines advanced AI technology with user-friendly features to protect sensitive information while maintaining productivity. Automatically identify sensitive data across multiple categories, such as financial information, personal identifiers, industry-specific data, and even custom patterns that you define.
  Omni Task Manager (Support) (paid)
• Omni Task Manager is your all-in-one solution for organizing, tracking, and achieving more. It helps you simplify complex projects by breaking them into subtasks tailored to each team's expertise. Assign subtasks to the right agents, streamline collaboration with comments, and set due dates to stay on track. Perfect for managing detailed projects while keeping your team aligned and productive. Seamlessly link tasks with Zendesk tickets, enabling updates on tickets directly from task updates for streamlined workflows.
  RevenueCat Customer Profiles (Support)
• RevenueCat Customer Profiles integrates your subscription data directly into the Zendesk Support interface, displaying critical customer information in the sidebar to save your support team valuable time. View customer subscription status, purchase history, and account details without leaving Zendesk. Eliminate the need to switch between Zendesk and RevenueCat dashboards.
  Translator AI (Support) (paid)
• Translator AI is a simple yet powerful Zendesk app that streamlines multilingual customer support. It automatically detects languages and translates either outgoing agent replies or incoming customer messages, ensuring clear communication without switching tools. If the ticket editor contains text, Translator AI detects the source language and translates it into the customer's language, replacing the editor content so agents can send it immediately. If the ticket editor is empty, Translator AI translates the most recent public customer message into the agent's language and posts it as an internal note for easy reading and response.