Zendesk Release Notes

Voice

• Admins can now restrict outbound calling to specific groups of agents. See Managing phone line settings . (Managing phone line settings)

• Fixed a bug in which calls were reported as assigned to the default group even when the line was external. In fact, external numbers cannot receive calls, so the group should be "NULL". This affected only omnichannel contact center customers.

Knowledge

• The Zendesk connector can now ingest articles from private help centers
• The Zendesk connector supports PDFs as article attachments. To get a feature, enroll in the EAP . (enroll in the EAP)
• Box and S3 support PDFs as files. To get a feature, enroll in the EAP. (enroll in the EAP.)
• The Knowledge copilot recommendations section now includes a "View all recommendations" link that takes you straight to your full list of article and procedure recommendations in Admin Center.

AI agents - Advanced

• Zendesk schedules are now supported in AI agents, allowing the exclusion of holidays from regular working hours when checking agent availability. See Checking business hours and agent availability during AI agent conversations and Configuring escalation strategies and flows for AI agents . (Checking business hours and agent availability during AI agent conversations) (Configuring escalation strategies and flows for AI agents)

Analytics

• Customer satisfaction (CSAT) ratings are now available in the real-time monitoring ticket progress dashboard . This enhancement allows supervisors and team leads to monitor customer satisfaction performance alongside ticket workflows, enabling faster responses to customer sentiment and more informed team management decisions. (real-time monitoring ticket progress dashboard)