Omnichannel routing capacity rules are now fully supported in sandbox version management, allowing you to replicate, inspect, compare, and deploy capacity rule configurations across environments without manual recreation. This functionality is automatically available to all accounts with sandbox access and significantly reduces the risk of production errors by enabling thorough testing before deployment.
Announced on Rollout starts Rollout ends March 23, 2026 March 23, 2026 March 31, 2026 Zendesk is pleased to announce enhancements to the Copilot add-on so that it can make recommendations on setting up and optimizing omnichannel routing for your account.This announcement includes the following topic
Announced on Rollout starts Rollout ends March 17, 2026 March 17, 2026 March 17, 2026 Zendesk is excited to announce that capacity rules for omnichannel routing are now supported in version management for sandboxes.This announcement includes the following topics: What is changing? Why is Zendesk mak
Announced on Rollout starts Rollout ends March 19, 2026 March 19, 2026 March 26, 2026 Zendesk is pleased to announce an updated ticket trigger action to automatically identify tickets being routed as emails and route completed calls as email tickets.This announcement includes the following topics: W