Zendesk Release Notes

AI Agents

• Additional Voice Locales: Colombian Spanish, Ecuadorian Spanish, Peruvian Spanish, Canadian English, Canadian French, Malay - Voice AI agents now support these locales with curated high-fidelity voices selected and validated with native speakers.
• Voice Speed Control: Admins can now set how quickly the voice AI agent speaks using a speed slider on the agent. The setting applies to the whole agent and takes effect immediately on new conversations.
• Calling recordings in Conversation Logs for Voice: Voice conversations now include call recordings you can listen to in Conversation logs.

Knowledge

• We're moving from a GitHub OAuth App to a GitHub App . GitHub Apps provide more granular permissions, so we can request only the access needed to import themes instead of relying on broader repository access. This gives you greater control over which repositories and organizations the integration can access. See: Setting up the GitHub integration with your help center theme Troubleshooting your GitHub integration with help center themes (GitHub OAuth App) (GitHub App) (Setting up the GitHub integration with your help center theme) (Troubleshooting your GitHub integration with help center themes)

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• Block quotes
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Contact Center

• Fixed the issue where ringtone previews ignored the selected speaker device in Chrome. Ringtones now play through the selected wired or Bluetooth device.
• Fixed the end-of-call transcript comment being written before all agents had disconnected during multi-agent transfers.
• Fixed the incoming call ringtone continuing to play during agent whisper instead of stopping once a contact is accepted.
• Fixed updating the API token or agent email from silently resetting Save Recording and Save Transcript settings.

Apps and integrations

• Transit ( Theme) Transit is a free transportation-focused Zendesk Help Center theme for transit agencies, rideshare, delivery, airlines, and travel platforms. It combines persistent sidebar navigation with a category grid, using high-contrast wayfinding, short reading paths, and monospace treatment for ticket numbers, booking references, and route codes. Colors, fonts, logos, hero text, layouts, page controls, and all 21 Guide page types are customizable without code; a free standard license is available, with a paid developer license adding code access and export. (Transit)
• Relay (Theme) Relay is a free telecommunications-focused Zendesk Help Center theme for mobile carriers, broadband providers, MVNOs, and connectivity platforms. It uses persistent sidebar navigation to keep plans, billing, coverage, devices, outages, and troubleshooting one click away, with a lightweight design suited to customers browsing on mobile connections. Branding, fonts, logos, hero content, layout, page controls, and all 21 Guide page types are customizable without code; the standard license is free, and the developer license adds code access and export. (Relay)
• Artex (Theme) Artex is a theme built for organizations that want a polished, professional customer support experience without sacrificing usability. It combines a strong visual identity with practical Help Center functionality. Customers can quickly search for answers, browse knowledge base content, participate in community discussions, and submit support requests through a consistent interface. (Artex)
• Vault (Theme) A free financial-services-focused Zendesk Help Center theme for banks, fintechs, lenders, insurers, and payment platforms. It uses persistent sidebar navigation to keep accounts, access, payments, transfers, disputes, and security easy to access, with monospace styling for account numbers, amounts, and reference codes. The theme is fully customizable through Theming Center, responsive and WCAG AA focused, with a free standard license and optional paid developer license for code access and export. (Vault)
• Picto (Theme) A free software-and-cloud-services Zendesk Help Center theme for SaaS companies, developer tools, APIs, and cloud platforms. It centers on persistent sidebar navigation so categories and sections remain visible while customers browse, making areas such as getting started, integrations, billing, and troubleshooting immediately accessible. Colors, fonts, logos, hero content, layouts, and all 21 Guide page types can be customized without code; the standard license is free, and the developer license adds code access and export. (Picto)
• backwise (Support) backwise is a refund and return fraud-prevention platform for ecommerce merchants. It adds a Zendesk ticket-sidebar panel where agents can create claims with ticket and requester information, evaluate risk using conversation, order, carrier, and purchase/return history, inspect the reasoning behind the evaluation, and write the resulting verdict back to the ticket as a private note. (backwise)
• Choji (Support) Choji is an AI-powered product and engineering workflow platform that turns Zendesk support conversations into customer evidence and potential engineering work. It continuously ingests tickets, public comments, and attachments, identifies bugs and feature requests, consolidates related customer reports, enriches existing engineering issues, and maintains traceability back to the originating Zendesk conversation. (Choji)
• Tag Janitor (Support) Tag Janitor audits Zendesk ticket tags beyond the normal tag-management limits, showing ticket counts, usage, last-used information, where tags appear in triggers, automations, macros, views, SLAs, fields, and organizations, plus possible typos or case duplicates. It supports bulk rename, merge, and delete operations and highlights limitations around closed tickets, scan scope, and administrator permissions so teams can clean up tags without unintentionally breaking workflows. (Tag Janitor)
• Help Center Linker (Support) Help Center Linker brings Help Center article discovery into the Zendesk ticket editor. Agents can search articles by keyword, preview results, insert formatted article links with one click, automatically receive localized results, and browse paginated results with section names without switching browser tabs. (Help Center Linker)
• TicketMind (Support) TicketMind is an AI support engineer designed to diagnose complex customer issues faster. It reasons across Zendesk tickets, knowledge bases, previous resolutions, SOPs, databases, APIs, and SaaS systems to identify likely root causes and generate reviewable responses in Zendesk. It is designed to reduce resolution time, expand Tier 1 capabilities, protect engineering capacity, and turn successful resolutions into reusable knowledge. (TicketMind)
• Sentiment Stream (Support) (paid) Sentiment Stream provides a live Zendesk triage board showing customer sentiment for active and recently closed conversations. Teams can sort and filter conversations by sentiment, change, duration, status, or group; see transcript-grounded explanations of sentiment changes; monitor average speed of answer and queue depth; identify queue-wait effects; and open conversations directly in Zendesk. (Sentiment Stream)
• Sendrel (Support) (paid) Sendrel lets agents forward selected Zendesk ticket comments to external recipients and automatically put replies back onto the original ticket as internal notes. Agents can send individual comments, ranges, or the full conversation; include attachments; optionally create editable summaries in several languages; and use a shared address book, while keeping the interaction visible on the ticket rather than in individual email inboxes. (Sendrel)