Zendesk Release Notes

AI Agents

• Admins can now search across their Copilot auto assist procedures within Knowledge admin. This update simplifies retrieval and management for accounts managing large numbers of procedures. See Viewing and managing procedures for auto assist . (Viewing and managing procedures for auto assist)
• Zendesk is introducing draft mode and version control for Copilot auto assist procedures in Knowledge admin, allowing admins to safely create, test, and restore procedure updates without impacting live agent suggestions. See Creating procedures for auto assist and Viewing and managing procedures for auto assist . (Creating procedures for auto assist) (Viewing and managing procedures for auto assist)

• Procedure list filter translations . The "Status" label in the procedures filter bar is now translated for non-English locales.

Knowledge

• Removed the non-actionable "no changes" save alert shown when saving an article without changes.
• Three new Knowledge connectors are available: Helpjuice, WordPress, and ReadMe.

• Excluded-terms settings stay usable beside Admin Copilot . The sidebar is now responsive while preserving pinned actions.
• Guide and Support admins can manage Knowledge AI settings . Added access, navigation, and write authorization for Knowledge settings.
• Help Center collaborator-label contrast . The label now meets WCAG contrast requirements.

Contact Center

• Contact Center Voicemail is now available with a reusable Amazon Connect voicemail flow, optional per-queue transcription, configurable routing and tags, a default 60-second recording duration that can be configured in the flow, and Zendesk ticket creation or linking. Customers should customize an organisation-owned copy of the managed template. A stack update is required to enable the feature. See Configuring voicemail in Contact Center . (Configuring voicemail in Contact Center)

• Adjusted how contact attributes are handled during After Contact Work (ACW) on outbound calls, targeting intermittent duplicated ticket reports.
• Increased the maximum results shown in queue dropdowns so longer lists no longer get cut off.
• Added logging of ZCOS capabilities (zcos_proxy, list_real_time_transcripts, oauth), profile creation flag, and Cognito login-skip state on agent initialization, to support faster diagnosis of environment-related issues.

Voice

• Now, when omnichannel routing is enabled and a call expires in the queue, a tag voice_expired_in_queue is automatically added to the ticket. This tag can be used to filter out tickets from calls that were neither answered nor abandoned.

• We resolved an issue where the message composer would lose focus after the call ended, disrupting the agent's typing.

Zendesk QA

• Audit logs : QA now records review, scorecard and workspace events in Zendesk Admin Center audit logs.
• Reviews : Existing reviews remain editable after a scorecard category scale is reduced.
• Disputes : Historical-review disputes can be created or accepted after the original scorecard is deactivated.

Apps and integrations

• Zoom Workforce Management (Support) Zoom WFM opens from the Zendesk top bar with a compact agent experience built for Zendesk. Agents can view their schedule and handle time off, schedule change, and swap requests without leaving the agent workspace. If your account enables it, agents can also access the schedule offer board directly in Zendesk. Relevant Workforce Management alerts appear as native Zendesk notifications, helping agents stay informed in one place. Key features include viewing schedules in a compact top bar experience, submitting time off requests from Zendesk, managing schedule change and swap requests, accessing the schedule offer board when enabled for your account, and receiving relevant WFM alerts as native Zendesk notifications. (Zoom Workforce Management)
• DataSpeak Agent Assist (Support) DataSpeak helps organizations answer questions faster, guide agents with reliable knowledge, and keep every conversation consistent with their brand voice — without losing control of workflows or data. DataSpeak brings your AI assistant into Zendesk Agent Workspace so agents get help without leaving the ticket.  Once connected, agents can chat with your DataSpeak assistant in the ticket sidebar, new ticket sidebar, user sidebar, and nav bar; get ticket-aware answers with subject, status, requester details, and related context passed into the conversation; summarize tickets, search Help Center knowledge, and draft clearer replies without switching tools; resume or thread chats per ticket via secure conversation references; and optionally identify the signed-in Zendesk agent in DataSpeak (DataSpeak Agent Assist)
• Super Search (Support) Search tickets, macros, triggers, automations and more—all in one workspace. Super Search brings tickets, users and organizations together with searchable catalogs of macros, triggers, automations and webhooks, helping you find records and explore the configuration behind your support workflows. Super Search combines record search, configuration catalogs and per-ticket audit evidence in a navigation-bar workspace. (Super Search)
• Access Controller (Support) LaPlante Management built Access Controller to help Zendesk teams protect important values from accidental edits, simplify crowded workspaces, and replace scattered field-ID lists with readable access profiles. Create an All agents baseline; build reusable profiles for Groups, Roles, or individual Agents; set supported fields and tag editors to Editable, Read-only, or Hide; set ticket forms to Editable or Hide; control individual Type, Priority, and eligible custom dropdown choices; vary field and choice rules by ticket form, brand, assigned group, or new/existing state; inspect an agent's matching profiles and compare effective access before saving; duplicate profiles and apply confirmed bulk changes; and open web addresses from read-only fields in a new browser tab. (Access Controller)
• Similar Tickets (Support) Similar Tickets brings useful ticket history into the conversation an agent is already handling. It searches the current Zendesk account, ranks related conversations, and displays the strongest matches directly in the ticket sidebar. Agents can review how similar incidents, questions, and customer issues were handled without leaving the ticket or guessing which search terms to use. (Similar Tickets)
• Dual Frame (Support) Designed by LaPlante Management, Dual Frame brings shared website bookmarks and embedded tools into Zendesk. Give agents one organized menu for reference pages, tools and reporting links, with no iframe code to write. Place bookmarks in full navigation, beside tickets or in a top-menu pop-up. Reuse them across locations and tailor menus to agent groups. (Dual Frame)
• Change Management (Support) Change Management adds an ITIL change practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Changes move from draft through assessment, CAB approval, scheduling, implementation, and post-implementation review to closure, with required fields enforced at each step. Impact and likelihood score change risk against a rubric your administrators control. A change calendar, collision detection for overlapping windows, and configurable freeze periods show what else is scheduled before you commit. (Change Management)
• Incident Management (Support) Incident Management adds an ITIL incident practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Impact and urgency set Zendesk priority automatically through a matrix your administrators control. Major incidents unlock declaration, communication, and running update fields, along with a list of linked child incidents and a one-click way to raise the remediation change. Recurring pattern detection spots repeat incidents and can open a problem record with those incidents already linked to it. (Incident Management)
• Request Management (Support) Request Management adds a service request practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Requests move from submission through approval and fulfillment to closure, capturing catalog item, justification, and due date. Approval is routed to a person or a group through Zendesk's own approvals, so the decision and who made it stay on the ticket record. Work cannot begin until the request is approved, and fulfillment notes are required before it can be marked fulfilled. (Request Management)
• Problem Management (Support) Problem Management adds an ITIL problem practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Problems move from open through investigation and known error to resolution, capturing root cause, workaround, RCA method, and permanent fix. Linked incidents are gathered from both Zendesk relationship types, and a similar-incident search lets you attach related incidents in bulk. Resolving a problem resolves its open incidents and records on each one why it was closed. (Problem Management)