Zendesk Release Notes

Knowledge and AI agents

• Agentic Messaging: If a customer's request still isn't clear after two clarifying questions, the agent escalates to a human agent rather than continuing to ask, preventing conversations from stalling in endless back-and-forth.

• Agentic Messaging: Smoother handoffs after a flow ends. When a procedure completes, the agent now waits for the customer's next message instead of automatically jumping back in with a generic "how can I help you?" If the customer has other open requests queued, the agent will still proactively move on to the next one.
• Agentic Email: procedures can now accurately reproduce long JWT/base64 links without the LLM dropping characters.
• Restoring an older article revision no longer incorrectly offers save and migrate.
• Waiting for the editor's node transformation prevents caption changes from reverting to plain text.
• Help Center now uses plural forms for “more articles” and request counts, and the preview bar handles right-to-left layouts correctly.

Voice

• Added a new call leg status: "Agent unreachable", along with a new metric called "Unreachable call legs." This metric tracks call legs that didn't ring because agents couldn't be reached, such as when their browser or Zendesk tab was closed, or due to network issues. This helps customers distinguish between genuinely missed calls (when the call rings but isn't answered) and cases where the agent could not have answered because they were unreachable (such as a closed browser or network disruptions that prevent the call from connecting).

Apps and integrations

• Rules Analysis by AgentCopilot (Support) Rules Analysis gives Zendesk admins a single-page audit of every trigger, automation, and shared macro in their account — flagging the ones that are silently broken. Rules quietly decay as fields get deactivated, groups get renamed, and dropdown values disappear. Broken rules keep running but stop doing what they should — tickets route to the wrong queue, macros set values that no longer exist, automations fire without effect. Rules Analysis surfaces it all at a glance. (Rules Analysis by AgentCopilot) ()
• Keito (Support) Keito brings project-based time tracking into Zendesk Support. Agents connect their own Keito account, choose a project and task, then start or stop a timer directly from the ticket sidebar. The app shows the agent's time and the team's total time for the current ticket. (Keito)
• CXConnect (Support) CXConnect enables Zendesk Support agents and administrators to send proactive WhatsApp campaigns and notifications directly from Zendesk — without leaving the platform. All messages are delivered through Sunshine Conversations (Sunco), ensuring full compliance with WhatsApp Business API standards and complete conversation traceability inside Zendesk tickets. (CXConnect)
• Conditional Dropdown Filter (Support) Conditional Dropdown Filter lets admins connect two dropdown ticket fields so that when an agent selects a value in the parent field, the child field instantly shows only the relevant options. (Conditional Dropdown Filter) ()
• Holy Grail AI Agent (Support) Holy Grail is a no-code platform for building enterprise-grade AI assistants — chatbots, e-mail assistants, and agent co-pilots — that companies can deploy without writing a single line of code.  The Zendesk integration brings Holy Grail's AI agents directly into the support workflow. Deflect repetitive tickets with an AI chatbot trained on their own knowledge sources, draft and auto-respond to incoming e-mail tickets with full context from Zendesk, equip agents with a co-pilot that suggests answers, summarizes threads, and pulls from connected knowledge bases, and auto-resolve tickets end-to-end when the AI's confidence score exceeds a customer-defined threshold (Holy Grail AI Agent)
• Thread (Support) Thread is an agentic customer success platform from Thread Solution Inc. CS teams use Thread to automate onboarding, track customer health, and take action across the tools they already use. Connect your Zendesk in minutes: enter your subdomain, approve the OAuth consent screen, done. From then on, Thread's CSMs and AI agents can ground their work in your customers' real support experience. (Thread)
• Sola (Support) Sola is an AI-native automation platform that helps enterprises build intelligent agents for repetitive, multi-step work beyond traditional RPA. The Sola integration connects authorized Zendesk Support accounts to Sola workflows. Users can retrieve tickets, update ticket fields and status, add public replies or internal notes, and upload files. Administrators can also configure custom Zendesk API requests. These actions can be combined with other Sola steps to automate support operations while keeping the connected account and selected action explicit in each workflow. (Sola)
• Holiday Greetings for Talk (Support) (paid) Temporary holiday greetings take a few steps to set up and a few more to undo. This app puts all your holiday greetings in one place — and switches them on and off for you. Pick a holiday, or set your own dates and times. Choose your Talk lines, record or upload your greetings, and set the start and end. When the holiday starts, your holiday greetings go live. When it ends, your original greetings come back, exactly as they were — no morning-after cleanup. The app double-checks every change against Zendesk and emails you a confirmation when your greeting goes live and again when your original is restored — you never have to wonder. (Holiday Greetings for Talk) ()