Zendesk Release Notes

Voice

• Agents can now change the incoming call ringtone and adjust the incoming call volume.  For more information. See Receiving incoming calls . (See Receiving incoming calls)

• When an agent makes an outbound call and the end user declines or blocks the call, the agent will now see an error message informing them the call was declined or busy. Previously, the call would end without any indication or error message.

Knowledge

• Contentful is now available as a knowledge source. You can connect Contentful to your Zendesk account to make the content available wherever external content is used . (wherever external content is used)
• Jira is now available as a knowledge source. You can connect Jira to your Zendesk account to make the content available wherever external content is used . (wherever external content is used)
• We’ve released an Early Access Program (EAP) for the conversational help center experience , delivered through the new Lisbon theme. This EAP introduces an AI-powered help center layout that combines natural-language question answering with standard help center navigation, allowing end users to ask questions and receive quick answers generated from your published content. (conversational help center experience)

• Crawler run reports now correctly classify empty title and empty body validation errors instead of showing them as "Undetermined" errors.
• Crawler CSV reports now include error descriptions even when the background worker is terminated due to memory limits.
• Crawlers now correctly handle all successful HTTP response codes (201-299), not just 200.
• Removed per-URL ping validation from start URL input to support large-scale crawlers with up to 1500 URLs.
• Fixed product navigation links on custom domains. Admins using custom Help Center domains (for example, help.yourcompany.com) can now correctly navigate to other Zendesk products like Workforce Management from the product navigation tray. Previously, these links pointed to the custom domain instead of the native Zendesk subdomain, causing navigation failures.
• Updated the "Get help" menu link. The agent navbar's "Get help" menu now points to the correct Knowledge Help Center section instead of the deprecated Support Help Center URL.

Copilot

• Auto assist can now generate suggestions based on content from external sources and internal knowledge articles. This allows you to broaden the pool of content available to auto assist so it can provide suggestions on even more topics and tickets. See Connecting external knowledge sources to your Zendesk account and Setting up a web crawler . (Connecting external knowledge sources to your Zendesk account) (Setting up a web crawler)
• We’re updating the auto assist composer experience in the Agent Workspace to make AI suggestions feel like a natural part of replying to customers - without interrupting an agent’s workflow. Beginning on June 22, we’ll start rolling out this update to accounts over a period of two weeks. See Using auto assist to solve tickets . (Using auto assist to solve tickets)
• Auto assist can now use similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This gives agents more relevant reply suggestions based on how customer issues are being resolved in real time, helping teams respond faster and deliver more consistent support. See About auto assist . (About auto assist)

AI agents

• In the procedure insights side panel, the recommendations section now appears below the insights section for a more logical reading order
• Article sources in procedure improvement recommendation cards now link directly to the Help Center article instead of the editor. You can review the source content without navigating away from your workflow.
• When Admin Copilot saves a procedure as a draft, the confirmation message now includes two links - one to open the procedure in the editor and one to return to the full procedures list.

• Procedure editor URL no longer carries over pagination state: opening a procedure from a paginated list previously added cursor and pagination query parameters to the editor URL. Those are now dropped on navigation.
• New procedure recommendations no longer disappear when a malformed ID is present. A single malformed procedure ID in a batch request was causing all new procedure recommendations to be silently dropped for affected accounts.