Zendesk Release Notes

Copilot

• Intelligent triage: The topic in ticket in header and sentiment in ticket in header settings were moved to topic and sentiment pages, respectively.

Knowledge and AI agents

• You can now create and update records without a URL when the source type does not require one.
• You can now configure up to 500 include and exclude URL rules per crawler.
• If your help center uses a custom theme and you want to implement your own tab behavior (for example, custom animations, analytics, or framework integrations), you can turn off the built-in tabs JavaScript. This lets you keep the tabs authoring experience in the editor while taking full control of how tabs behave on the published page. (you can turn off the built-in tabs)
• Documented the theme migration tool for users and developers. (theme migration tool)
• Customers can now restrict a use case to one or more customer segments to ensure that only the right customers are matched to the use case.
• The Link node, already available in messaging and voice, can now be used in procedures running on the email or ticket channel, so a procedure can hand off to another use case.

• The help center language selector now shows the native name "日本語（日本" for the Japanese locale instead of displaying it in English.
• Fixed an issue where redirects containing accented or other non-ASCII characters could silently fail.
• The server-side URL fetches now reject non-HTTP (S) schemes and loopback/internal-resolving addresses, closing a BugCrowd-reported hole.
• Attachment downloads by a system user impersonating another user (e.g. Advanced Configuration Management) no longer redirect-loop into a 400 on host-mapped, multi-brand help centers.
• Themes can now opt out of built-in tab auto-init via data-wysiwyg-tabs-no-init on an ancestor element, so themes can ship their own tab JS.

Apps and integrations

• SwiftCX Agent Assist (Support) SwiftCX Agent Assist lives in the Zendesk agent workspace as a sidebar app. It reads the full ticket thread and leverages your knowledge base to deliver the right assistance—instantly. Generate accurate, on-brand replies using ticket context, KB articles, and playbooks. Deliver consistent, high-quality responses across every agent. Agents review, edit, and send — your team stays in control. (SwiftCX Agent Assist)
• Ticket Goal Tracker (Support) Ticket Goals gives support managers a real-time view of how agents are tracking against their weekly ticket targets - and gives agents a clear, always-visible picture of where they stand. When an agent opens any ticket, a right-panel widget shows their solved count, a projected total including pending tickets, and a pace indicator updated throughout the week. No digging through reports, no manual tallying. For admins, a dashboard surfaces every agent in your enabled groups with their current progress, projected totals, and flagging status - all in one table. (Ticket Goal Tracker)
• Auto Ticket Assignee (Support) Auto Ticket Assignee streamlines ticket ownership directly in the Zendesk Agent Workspace ticket sidebar. When a non-admin agent opens an unassigned ticket, the ticket is automatically assigned to them, so ownership is clear from the moment they start working. If other agents are already viewing the same ticket, auto-assignment is held back, and the agent is shown who else is on the ticket, with the option to pick it up manually. This prevents accidental takeovers and duplicated work. (Auto Ticket Assignee)
• Shelf Agent Experience (Support) Shelf Agent Experience is an intelligent sidebar companion for Zendesk Support agents.  Shelf can  create conversation summaries to help agents catch up on long or complex ticket threads, identify what customers need and how they feel with intent and sentiment detection, suggest replies and provide editable response drafts grounded in your organization's knowledge, and more. (Shelf Agent Experience)
• Triage Genius (Support) Triage Genius brings autonomous, AI-powered intelligent triage to Zendesk Support. Every new ticket is automatically classified by category, priority, language, and (optionally) sentiment, and the results are written straight back to the ticket as native fields and tags. (Triage Genius)
• Smart Document Data Extraction by Knots (Support) Smart Document Data Extraction by Knots turns every attached document into structured ticket data the moment it arrives. When a ticket comes in with a form, ID, receipt, or certificate, the app reads the attachment, extracts the fields your team needs, and fills in your Zendesk ticket fields. Structured, validated, ready to act on. (Smart Document Data Extraction by Knots)
• Chatislav (Support) Chatislav is an AI agent and chatbot platform that lets businesses create customized conversational AI agents for text, email, voice, and visual support, trained on their own data. The platform functions as a customer support agent, e-commerce assistant, and personal assistant, automating inquiries and routine conversations to improve efficiency and save businesses time and money. (Chatislav)
• MergeYard Chat (Support) (paid) MergeYard Chat helps Zendesk Support teams collaborate around tickets without losing the internal decision trail.  MergeYard is built for support teams that already work in Zendesk Support. The app gives agents a dedicated internal collaboration layer for ticket-linked discussions, team channels, direct messages, threads, escalation spaces, and quick call handoffs when enabled. (MergeYard Chat)
• Nova (Theme) Nova is a fully responsive multipurpose Zendesk theme for your Guide Help Center. It is easy to brand through the Guide settings UI, with a classic header, KB sidebar, advanced search, and color palettes—no code required. Built for Templating API v4, with support for AI-generated answers when enabled on your plan. (Nova)
• Lexicon (Theme) Lexicon is an editorial Help Center with curved photo hero, popular articles, category tiles, and a knowledge-base sidebar. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required. (Lexicon)
• Ecale (Theme) Escale is an immersive water-hero Help Center with soft-wave transitions and overlapping category cards. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required. (Ecale)
• refurbed Connector by Volvox (Support) (paid) refurbed Connector by Volvox unleashes the power of seamless order data retrieval from any refurbed marketplace. Provide your agents with lightning-fast insights for exceptional customer support. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease. (refurbed Connector by Volvox)
• Template Identifier by inFocusCX (Support) Template Identifier by inFocusCX helps users who use WhatsApp identify what type of WhatsApp message template a conversation originated from.  When a company starts a WhatsApp contact, it is required to send a template. However, when the client responds, the ticket created only traces the response, with no reference to the original message template type.  This app helps to solve this issue by providing the original message from WhatsApp. (Template Identifier by inFocusCX)
• Setloop (Support) (paid) Setloop is a Shopify integration built for support teams running customer service on Zendesk. It brings Shopify order management directly into the ticket sidebar, so agents never have to leave Zendesk to look up or act on a customer's order. Automatically show a customer's Shopify orders in the ticket sidebar, matched by the ticket requester's email. Display order details: line items, totals, financial and fulfillment status, and shipping address. Process full, partial, and shipping refunds and more. (Setloop)
• Xero Integration by Gravity CX (Support) (paid) Xero Integration by Gravity CX brings your customers' Xero financials into Zendesk. When an agent opens a ticket, this app matches the requester to a contact in your connected Xero organization and surfaces their account at a glance — no tab-switching, no copy-pasting. View invoices grouped into outstanding, paid, and draft, with the current outstanding balance per currency and overdue flags. Open full invoice details inside Zendesk — line items, discounts, tax, and totals — without leaving the ticket (Xero Integration by Gravity CX)
• Boomerang Magic (Support) Boomerang Magic is a post-purchase platform from One Degree Labs that helps brands support customers after the sale—warranty registration, claims, product setup, returns, and more—so agents can resolve issues faster without leaving Zendesk. Automatically surface warranties for the ticket requester using Boomerang ticket tags and/or requester email. Open warranty details and related claim information without switching tools. Approve, reject, reset, or approve-and-redeem claims directly from the sidebar. Keep claim and warranty status in sync with Boomerang Magic so agents always act on current data. (Boomerang Magic)
• GetHuman (Support) GetHuman connects your team to a live human at any company, without the hold time. When working on a ticket, enter the company to call in the "GetHuman Call Target" field. GetHuman dials out, navigates the phone menu, and waits on hold. When a real person picks up, your agent's ticket pops and they take the call. The outcome and a recording link are saved to the ticket. (GetHuman)
• Prompter AI (Support) Prompter AI helps you build reusable prompt templates using ticket and agent placeholders. Prompter AI automatically fills them in with real ticket context and agent details before sending the request, so every prompt is accurate and ready to go. Prompter AI reads the ticket and agent data available within the app, maps it to the placeholders in your chosen template, and sends the completed prompt to the AI provider you've connected. The result comes back right where you're working — no tab-switching required. (Prompter AI)
• Simon Review (Support) Simon Review adds an institutional communication governance step to agent-authored replies in Zendesk Support. It reviews a proposed customer-facing communication before it is delivered and returns one of three outcomes: Approved, Calibrated, or Held. Agents draft replies normally in the ticket editor. Before sending, the agent clicks Review with Simon in the ticket sidebar. Simon reviews the current draft against the organization's approved governance requirements and returns a result. Simon never sends replies automatically. The agent decides whether to apply the reviewed text and remains in control of every send. Each review produces a Receipt ID that provides evidence a governance review occurred. (Simon Review)
• Organization Search & Export (Support) (paid) Organization Search & Export enables multiple organization search and export based on keywords and other conditions. The exported file is provided in CSV format. (Organization Search & Export)
• AttachmentFlow (Support) AttachmentFlow helps Zendesk Support teams move attachments between side conversations and the main ticket without downloading and uploading the files again. Agents can copy selected supplier or partner files into the main ticket as an internal note. They can also send selected main-ticket attachments to an existing email side conversation. Every transfer is started manually by an authorized agent; AttachmentFlow does not run automatic or background synchronization. After a transfer, AttachmentFlow attempts to add an internal audit note. If the files were copied but the audit note fails, the app displays a warning; the copied files remain at the selected destination. (AttachmentFlow)
• Lincoln Cannon LLC (Support) Lincoln Cannon helps you sync Help Center into AI knowledge bases and let assistants manage articles. After an administrator authorizes read-only Help Center access, published articles are exported to your organization's knowledge base so assistants can answer customer questions and cite the original Help Center pages. When an administrator connects write-capable Help Center access for a specific assistant, that assistant can list, search, read, create, update, and archive Help Center articles (including updating a single article section) on your behalf. (Lincoln Cannon LLC)
• Artica (Support) Artica finds what your customers are asking, spots the gaps in your Zendesk help center, and helps your team fix them. Connect Zendesk and Artica reads your last 30 days of tickets, grouping them into the specific questions your customers keep asking, in their words, not your taxonomy. Every topic is checked against your published help center daily: covered, partly covered, or not covered. You always know exactly which questions have answers and which ones are generating tickets with nothing to catch them. Then Artica helps your team write what's missing. Articles arrive already titled and structured. Add the answer yourself, capture a workflow in your browser with the Chrome extension, or start from an outline. Finished drafts push straight to Zendesk as unpublished articles, ready for you to review and publish. (Artica)