User notifications are now visible if the synchronization

Release notes through 2025-3-28

AI agents and knowledge
New:

• We've released an enhanced generative experience in AI agents for all Zendesk customers in AI agents.

Advanced AI
New:
Intelligent triage (Announcement):

• Entity detection GA
• Custom intents GA
• Ability to edit intent description and name
• Intelligent triage moved to a new AI area in Admin Center
• Sentiment is now visible in the ticket header
• Sentiment is updated based on the last end-user message

AI admin adoption (Announcement):
New centralized AI area in Admin Center to:

• View the status of AI agents and Copilot features
• View step-by-step guidance
• Measure Copilot features impact
• Receive AI-powered recommendations

App Marketplace
New:
Calculator (Support)

• Calculator is a fast, simple, iOS-style calculator for Zendesk. It provides a fast, intuitive calculator for Zendesk agents. Designed for real-time calculations, it supports PEMDAS (Parentheses, Exponents, Multiplication, Division, Addition, and Subtraction) and handles multi-step operations efficiently. The app resizes dynamically within the Zendesk interface, ensuring a seamless user experience.

Zendesk WFM
New:

• User notifications are now visible if the synchronization between a WFM Schedule and Google Calendar fails. The notification also includes a resynchronization button to trigger the sync again.

Fixed:

• Fix for the Google Calendar integration synchronization between a WFM Schedule and Google Calendar after trading shifts between agents.
• Updated design for the Google Calendar redirection page