Zendesk Release Notes

Knowledge

• Knowledge Graph Connect to KnowledgeOwl, Kustomer, Front, and Stoplight with new knowledge connectors. When you set up a Universal Connector connection, AI now suggests field mappings and preselects them in the mapping step. You won't need to map every field manually. If AI can't generate mappings, no banner appears. The Document360 connector now uses the Document360 v3 API. To resume syncing, update existing connections with a v3 API key that starts with d360_sk_ in the connector settings. Universal Connector OAuth setup errors, including field validation, error banners, and scope errors, are now translated into all supported languages.
• Articles Editor You can now embed videos in the Guide article editor with generic oEmbed support. Bulk translations for help center content are rolling out to enterprise customers.

• Articles Editor Cached suggestion jobs are now reused only when the article version matches, preventing stale suggestions when you reopen an article.

AI Agents

• Procedures You can now publish a procedure after accepting all recommendations. The procedure is correctly marked as having unsaved changes. Leaving the procedure editor no longer discards restored procedure changes.

Contact Center

• Contact Center Real-time voice-to-voice translation is now available through an Early Access Program (EAP) for Contact Center calls. Agents and callers can speak naturally in their preferred languages, with live translation in 15 supported languages. The EAP is limited to select customers. Contact your Zendesk representative to ask about joining. See this article . Contact Center settings now show the stack version, so admins and support teams can check which version an account uses without opening Amazon Connect. See Checking the Contact Center stack version . An EAP for custom call summaries is available to select Zendesk Contact Center and Zendesk Voice customers. Admins can customize AI-generated call summaries by choosing the prompt’s content, tone, and format. They can also use ticket tags to apply different prompts to different call types. Contact your Zendesk representative to ask about eligibility. (See this article) (Checking the Contact Center stack version)

• Contact Center App In v2.30.7, we fixed incorrect user mapping and duplicate “Call ended by agent” tickets. These fixes help keep call records accurate and prevent duplicate tickets.

Quality assurance

• Reviews The conversation view now displays precise review scores, so a score of 79.73% no longer appears as a passing 80%.
• Connections Aircall conversation links now point to the current dashboard.