Release notes through 2025-4-25

Copilot
New:

Auto assist:

• Upgraded to the GPT 4.1 model for better instruction following and increased processing speed.

Fixed:
Intelligent triage:
Intents: Fixed deactivated intents from being predicted.
Intents: Increase description length limit to 650 characters on custom intent use cases

AI agents and knowledge
New:

• New settings for AI Agents Advanced web crawler imports.

Fixed:

• Agentic AI Agents EAP: Fixed a bug where actions with names exceeding 64 characters failed to trigger within generative procedures.
• Fixed the broken link to the help center on the navigation bar under "Help &Resources"
• Fixed the broken link for "What's new" on the navigation bar under "Help &Resources"
• Fixed a bug where escalations didn't happen in email conversations when the status was "Recognized intent."
• Ultimate integration was showing as not integrated, even when an integration was set up. This has now been fixed.

App Marketplace
New:

Smart Links (Support) (paid)

• Smart Links gives you quick and easy access to valuable tools or queries through Smart Links dynamic URLs. You can leverage Zendesk data about the current ticket, user, customer, or from custom fields to formulate dynamic URLs, making it seamless for agents to get where they need to go.

Remove Attachments (Support)

• Remove Attachments auto-deletes attachments from open and closed tickets via search. Attachments in Zendesk can quickly pile up — old PDFs, screenshots, and files that bloat storage and increase costs. Many of these sit in closed tickets, where triggers can’t reach them, and manual cleanup is no longer practical. Remove Attachments by Knots gives you that option. Use Zendesk’s built-in search to find the tickets you want to clean and automatically redact and delete attachments from them. Whether it’s a one-time cleanup or a recurring job, you control your data footprint — no manual effort, no custom scripts.

Admin Suite (Support) (paid)

• Admin Suite provides Zendesk administrators with a space and tools to efficiently manage licenses, end users, organizations, and schedules, all in one place, without navigating through Zendesk's Admin Center modules.
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  JMI (Support)
  JMI is a customer service collaboration platform designed for Amazon sellers. This integration allows customer service to directly view order information from JMI related to the current work order while processing the work order.

Wiz (Support)

• Wiz enables organizations to automatically create prioritized security tickets for developers and other teams directly in Zendesk. Wiz surfaces critical Issues by correlating risks across misconfigurations, identities, sensitive data, and more, identifying toxic combinations that pose the highest threat. With all the necessary context provided, teams can quickly understand why an Issue is critical and focus their efforts on remediation.

Achille AI (Support)

• Achille AI transforms e-commerce customer support by integrating advanced AI capabilities directly into your existing tools. Designed to enhance responsiveness and efficiency, Achille.ai simplifies support management and ticket classification in over 30 languages, directly from your enterprise tools. Enable features like Co-Pilot, AI-powered Automation, Multilingual Support, reports and insights, and more.
• Pluno (Support)
• Pluno is a copilot for escalations to JIRA and Slack. Pluno handles escalations for you—one click escalates tickets from Zendesk to Jira or Slack, complete with all the context needed to jump in and fix the issue. A smart summary is auto-compiled from a customizable escalation template—context intact, so the receiving team has everything to act immediately. Pluno keeps customers informed automatically, without manually tracking JIRA or Slack, boosting efficiency, reducing missed updates, and improving response times and satisfaction.