Zendesk Release Notes

Admin Center

new

• Admins on Enterprise plans will see a new permission option called "Manage Zendesk Support apps" when creating or editing custom roles . This permission appears under the Channels section of the custom role configuration page. (custom roles)
• Admin Center now shows proactive reminders 5 minutes and 1 minute before your session reaches its maximum duration and you're signed out. Once signed out, the sign-in page will display that it was due to the maximum duration being met.

fixed

• Notifications for API tokens that will be automatically deactivated or deleted starting July 28 were sent on July 23, and again on July 27.

Voice

new

• Released the ability to auto-accept calls on PSTN lines. Rollout started on July 20 and will end on July 29.

fixed

• The Voice API in Messaging was updated and is now compatible with the Help Center authentication. Before, if the option "Turn on help center authentication" was enabled, the messaging widget would throw a 422 error when using Voice. Following the deployment, we also fixed a CORS issue where the authentication would fail if the widget was hosted on an external (non-Zendesk) domain.
• Fixed a bug where the agent ringtone configuration appeared in other agents' profiles, falsely implying one agent could change another's ringtone. In reality, agents can only modify their own ringtone.
• Fixed a bug in which the custom ringtone would continue to ring if the agent changed their status while the call was ringing.

Contact Center

new

• When using the channel switcher to place an outbound call from a ticket , if you use the “Enter phone number” option, the call will be linked to the ticket. The agent can clear the linkage if needed. (place an outbound call from a ticket)
• Agents are now able to download logs to troubleshoot issues, with visibility into agent activity, state changes, API calls, warnings, and errors. (download logs)
• Agents can now turn on browser notifications for voice calls to stay aware of incoming calls even when the browser is not in focus. When enabled, notifications show caller information, and clicking them takes agents to the Zendesk tab, where they can accept or reject the call. (turn on browser notifications for voice calls)
• Added support for Jabra headset controls , allowing users to answer, mute, unmute, and end calls directly from supported headset buttons while keeping call and availability states in sync with Agent Workspace. (support for Jabra headset controls)
• Admins can now enable automatic call acceptance for agents , set on a per-user basis. (enable automatic call acceptance for agents)
• Supervisor monitor & barge - This new feature provides supervisors with two new ways to participate in their teams’ calls by silently monitoring the call and barging into the call as needed. (monitoring the call and barging into the call)
• When a call arrives from an anonymous or private number, Zendesk now creates a new user profile and ticket. (creates a new user profile)
• We've updated the phone icon label from Contact Center to Voice. This change represents the specific channel rather than a product name, and it is part of an ongoing effort to replace product names in the application with clearer navigation and labels. (phone icon label)
• The Contact Center app can now be configured to run without Cognito. If you’re having issues related to authentication (missed calls, agent logout), submit a request to Zendesk Customer Support . (Zendesk Customer Support)
• Removed customer profiles-related UI for customers who don’t use customer profiles.

fixed

• When a missed call is routed back to the same agent in Contact Center, the answer option is delayed, and the accept and decline controls remain on screen after the call is accepted, leaving the call UI in an inconsistent state until the application is refreshed.
• If an agent missed an inbound call and was auto-set to Unavailable, switching back to Available could leave the call console in a broken state. This update restores normal call flow and console behavior so agents can continue handling calls without needing to refresh or logout and login.

Apps and integrations

new

• Updated the Zendesk Slack app layout with dedicated Chat and History tabs, accessible via the main app view or Slack's split-view side panel.
• Active conversational chat features will be available exclusively for Employee Service (ES) accounts on July 30.

Mobile SDK's

new

• End users can now upload file attachments from within conversation extension web views using the native file picker.
• End users can now download a transcript of their conversation directly from the conversation screen. See How to enable download transcripts . (How to enable download transcripts)

fixed

• Fixed an issue where the conversation header subtitle could briefly appear while the conversation was loading or being transferred to an agent or bot.
• Fixed an issue where the typing indicator did not display the agent's name while they were typing.
• Fixed an issue where shorthand color values (such as #fff or #000) from theme settings were not applied correctly and fell back to the default color.
• Fixed a regression where calling the NewConversation API opened an existing conversation instead of creating a new one. (NewConversation)
• Updated the SDK to Kotlin 2.2.21 to support Kotlin versions 2.1 through 2.3. Compatibility for version 2.0.x is now deprecated. This update ensures compatibility for customer applications built on recent Kotlin releases.

new

• The SDK now requires a minimum deployment target of iOS 16. Make sure your app targets iOS 16 or later before updating.

fixed

• Fixed an issue where deep links to older conversations could fail to open because the cache was validated too early.
• Fixed an issue where a cached session was not cleared on expired-JWT logout when switching between users.
• Fixed an issue where buttons containing no text were not visible.
• Fixed a VoiceOver accessibility issue so the "New" messages divider is now correctly announced.
• Fixed an issue so file label text now respects the device's accessibility text size settings.