Zendesk Release Notes

Copilot

• Auto assist will no longer provide suggestions on a given ticket to agents who dismissed a suggestion three times in a row on that ticket.
• Links to articles from external sources used by auto assist to generate a suggestion will be visible in the Sources section of the rationale; for articles that don't have a URL that can be accessed, just the title of the article will be provided.
• AI translations are now generally available for messaging and chat, completing channel coverage alongside email, web form, and API. (generally available)

Contact Center

• Contact Center App Fixed an issue that stopped some agents' names from appearing in the voicemail configuration page when the list of agents spanned multiple pages. (voicemail configuration page)

Knowledge & AI agents

• With the voice testing widget, you can test and refine your voice AI agents directly from the AI agent dashboard, without placing a real phone call.
• Full audio recordings of AI agent caller conversations are now available directly in the Agent Workspace. The recording appears on the ticket alongside the transcript and summary, playable directly from the ticket view just like a standard call recording.
• Your voice AI agent can now text the current caller a message you configure, mid-call, without escalating or following up manually.
• Your voice AI agent can now reply to the current caller in writing during a call, delivered by email.
• The RAG agent model and prompt for the email channel have been updated for more faithful answers without materially affecting answer rates.
• Admins can now create up to 50 web crawlers per account, up from 20.

• Opening a template via a locale-specific URL no longer falls back to the English source.
• Added missing accessible names (WCAG 4.1.2) and corrected an invalid ARIA role (aria-allowed-role) on tab panels.
• Fixed non-inline attachment downloads failing (HTTP 400) for system-user callers (such as Advanced Configuration Management) on host-mapped, multi-brand help centers.
• Raised the AI-translation excluded terms limit from 300 to 2,000 to match what had already been communicated. Production had silently been enforcing 300.
• Faster article and procedure caching when inserting help center articles and procedures into a procedure body.
• Fixed an issue where the settings section appeared in the AI-generated procedure editor sidebar even when the procedure had no recommendation sources configured, opening to an empty panel.
• Fixed an issue where the Total Assisted Tickets column in the procedures list could display a % suffix instead of an absolute count.
• Fixed a bug that led to an increase in invalidation of user tokens, leading to logouts.
• Fixed an issue where temporary page-fetch failures could cause available content to be lost during a crawl.

Apps and integrations

• MadCap Connect (Support) MadCap Connect helps organizations create, manage, and deliver technical documentation and knowledge content across support, self-service, and customer experience channels. With the MadCap Flare Zendesk integration, teams can author and manage content in Flare and publish directly to Zendesk Help Center while maintaining consistency across documentation and support resources. Eliminate manual copy-and-paste workflows and repetitive formatting. Reuse content across documentation, knowledge base articles, and support resources and keep content consistent across products, teams, and regions (MadCap Connect)
• Internal Notes Copier (Support) (paid) Internal Notes Copier copies the most current internal notes to public replies.  Reduces copy-paste errors by automatically transferring internal note content into the public reply field. (Internal Notes Copier)
• RAUM AI Assistant (Support) RAUM AI Assistant brings AI writing tools to the ticket editor so agents can respond faster and more consistently. Generate drafts from ticket context, rewrite replies in one click, and translate into 20+ languages without leaving the ticket. (RAUM AI Assistant)
• Agent License Monitor (Support) (paid) Agent License Monitor helps Zendesk administrators manage agent licenses and communicate with specific user groups.  Easily identify licensed agents and admins who have not logged in within a configurable period (1–24 months). Toggle Light Agents in or out of the view. Export results to CSV. Summary statistics at the top show total licensed users, inactive count, active count, and license utilization — all updated in real time as you adjust filters. (Agent License Monitor)