Zendesk Release Notes

Copilot

• If auto assist uses similar tickets to generate a suggestion, then these similar tickets will show up in rationale under sources.
• Agent edits of auto assist's reply suggestions, as well as removals of actions suggested by auto assist, now show up in the ticket event log
• On the Intent page, it's now possible to see key metrics about how many tickets were automated with intents, how many intent conflicts you have, and how many new intent suggestions you have for your account.
• Increased the number of custom intents that are possible to create to 500.

AI Agents and Knowledge

• Knowledge Blocks now support two outcomes: “Answer found” and “No answer found.” This allows you to define what should happen when no relevant answer is retrieved (for example, escalate, ask a follow-up question, or route to a fallback step). Existing procedures have been automatically migrated and continue to work as before—this enhancement simply adds more flexibility.
• The Knowledge Agent is now controlled through a new Knowledge Procedure, giving you full control over how knowledge-based responses are handled. You can now: Add follow-up questions (“Did that answer your question?”) Branch the conversation based on user responses Trigger additional actions or flows By default, if no answer is found, the agent will fall back to your default reply (same behavior as before).
• Customers who want to run the Knowledge Builder again can go directly to the URL '/knowledge/generation/wizard' and generate more knowledge.
• The Knowledge Editor now allows up to 2,000 excluded terms instead of 300. (2,000 excluded terms)

• Voice – Knowledge Agent access from procedures: Fixed an issue where the Knowledge Agent, when triggered from a procedure, could incorrectly respond that it could not access the knowledge base.
• Voice – Escalation audio overlap/race condition: Resolved edge cases where escalation audio could overlap with ongoing conversational responses, causing double or conflicting messages.

Messaging and live chat

• The custom queues API is now live, enabling customers to retrieve queue metrics (Inbound and outbound traffic count, acceptance rate, queue wait time, and queue size) using the API for email, messaging, and talk channels.

Zendesk QA

• Removed console warnings from app navigation for a cleaner console and better debugging experience.
• Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
• Hid dispute actions from the tasks view
• Added evaluations to activity notifications. Users now get notified about evaluation activities.
• Implemented count-based fetching for ticket retrieval, resulting in better performance when loading tickets.
• Allow score-only evaluations with an empty comment object. Users can now submit evaluations without comments when appropriate.

• QA no longer persists events for duplicate survey answers. This helps prevent data duplication.
• To help maintain accurate timestamps, QA now preserves answered_at when CSAT custom field overrides satisfaction rating.
• Return AccountUser and MonitorWorkspace for user detail and workspace API for more complete API responses for user and workspace data.