Reply Assistant (Support)

Release notes through 2025-4-11

Support
New:

• EAP launch of Action Builder, which provides a new and simplified way for teams to manage and automate workflows across multiple systems without requiring any coding.

AI agents and knowledge
New:

• Dialogue builder versioning is now available, allowing users to save, preview, and restore drafts and published versions and add notes.
• Changing "Link to reply" nodes to "Link to..." nodes. Sunshine Conversations chat users can now use the "Auto-select reply method" when selecting replies. The option relies on the use case configuration, picking procedures or dialogues based on settings. The option also picks the relevant language reply when using dialogues. Auto-select is unavailable to other CRM users and email automation AI Agents.

Fixed:

• Fixed issue with intent list frequency not being displayed.
• Fixed an issue where adding the same bot multiple times for a user was possible.
• Hid the delete bot button from clientAdmin user to avoid unnecessary 401 errors.
• Automated resolutions in autoreplies with articles - Tickets created via API and Classic Web Widget channels that utilize the autoreplies with article triggers were previously not counted as automated resolutions if they met the definition.

App Marketplace
New:
Torvalds.Dev (Support)
Torvalds.Dev helps your Zendesk agents resolve tickets faster and more effectively by providing instant insights from your organization's knowledge base. The app intelligently retrieves relevant information, offering contextual hints and suggestions to streamline ticket resolution. By analyzing internal data and resources, Torvalds.Dev ensures your agents have the most relevant and up-to-date information, allowing them to craft well-informed responses and resolve issues confidently.

Reply Assistant (Support)
Reply Assistant empowers agents by using AI to generate smart, context-aware replies based on ticket history. With instant response generation and built-in customization, agents can refine AI-suggested replies before sending them. Available directly in the ticket editor, Reply Assistant helps streamline workflows and improve response efficiency while ensuring customer data remains secure.

Hide User Fields (Support)
Hide User Fields allows you to hide specific user fields from the agent interface, helping reduce visual clutter and streamline workflows. Whether managing dozens or thousands of users, this tool gives you complete control over which user fields are visible so agents see only the most relevant information.

Zoho Lens AR Remote Assistance (Support)
Zoho Lens AR Remote Assistance empowers technicians to provide augmented reality (AR) remote assistance directly from Zendesk support tickets. This integration boosts productivity, enhances customer satisfaction, and simplifies complex issue resolution with real-time visual collaboration

CXC Latam Insights (Support)
CXC Latam Insights helps you instantly analyze your entire Zendesk configuration and detect issues with triggers, automations, macros, routing rules, agent settings, and more, making troubleshooting faster and easier. Quickly identify and resolve issues without manually reviewing each trigger, automation, or macro. Get clear, actionable insights for immediate solutions—no guesswork! Get real-time insights into your Zendesk usage, optimize your plan, and maximize your value and efficiency.

Accoil (Support) (Sell)
Accoil for Support and Sell helps you track customer health based on product usage and identifies high-intent leads and expansion opportunities with usage insights. Accoil calculates health scores based on product usage, giving support and sales teams clear, actionable insights inside Zendesk Support and Zendesk Sell.

Lionbridge Smart Connect Messaging (Support)

• Lionbridge Smart Connect Messaging provides contact centers, service desks, IT helpdesks, and other organizations with a cost-effective alternative to hiring bilingual staff: AI-based technology. Lionbridge’s translation solution allows organizations to instantly add interaction support for more than 100 languages using their existing staff – with no IT involvement required. Lionbridge Smart Connect Chat eliminates the need to staff across all languages while providing stakeholders with real-time, low-effort experiences in their native language, with terminology customized for your company and your industry.

Archer One (Theme)

• Archer One provides a modern, responsive layout that makes customizing your help center a breeze. Get started with an engaging design featuring multiple category boxes, along with a fully customizable header and footer. This flexible structure not only helps organize your content in a visually appealing way but also ensures that your users can easily navigate your help center.

Revolion (Theme)

• Revolion is a fully responsive, modern, and professional Zendesk Guide Help Center theme for a seamless customer support experience. Perfect for businesses of all sizes, Revolion empowers organizations to create an intuitive, self-service help center—no coding required. Every element is fully customizable and brand-ready, allowing users to easily launch a professional, on-brand support hub.

Thank You Autosolve (Support) (paid)

• Thank You Autosolve uses AI-driven reasoning to determine whether a reopened ticket’s reply is genuinely a gratitude-only message, where no further action is needed. If it is, the ticket is automatically solved. If not, it remains open for the agent to review.

Zendesk WFM
New:

• Audit logs: events related to Time off management have been added to the WFM Audit logs page.

Fixed:
Reporting and Monitoring:

• [Report] Fixed a bug that allowed agents to see metrics other than their own in custom reports, even when their permissions did not allow it.
• [Report] Resolved a bug in the occupancy and utilization calculations; when grouped by activity type only, the calculations were not returning the correct values.
• [Agent Attendance] The Occupancy Rate metric value is now consistent across the UI (in the Occupancy column and Summary panel) and in the exported CSV files.
• [Agent Activity] For customers with UAS integration, a bug that caused the incorrect color to display for the "Away" status has been fixed. Previously, "Away" was shown in gray, the color designated for offline statuses.
• [Agent Activity] For customers with UAS integration, the page now only displays clock-in and clock-out times that reflect the start and end of day events.
• [WFM Public API EAP] Customers were receiving a 403 error from a problem originating from an issue with the way roles were being set in the request. That is fixed now.

Roles and Permissions:

• Team managers are now part of the team's scope.