See the What's New section for an overview of what was released last month.

This week's release notes include:

  • Copilot
  • App Marketplace
  • Analytics
  • Zendesk QA
  • Products with no updates this week

Copilot

Fixed:

  • Improved the intent model accuracy for messaging channels.

App Marketplace

New:
  • Article Feedback (Support)
    • Article Feedback helps you collect, organize, and act on detailed feedback from Help Center visitors. When users find an article unhelpful, they can provide specific feedback explaining what's missing, incorrect, or confusing.  Article Feedback embeds in your Help Center articles to collect visitor feedback. View and manage all feedback from your Agent Workspace.
  • Redirect Rules Manager (Support) (paid)
    • Redirect Rules Manager helps you create and manage URL redirects for your Zendesk Help Center. When articles are deleted or archived, you can set up redirects to guide visitors to the correct content and maintain SEO value.
  • Roshi 128 (Theme)
    • Roshi 128 is a modern, versatile Zendesk theme designed for hobby brands focused on adventures and activities. With customizable homepage layouts, visual blocks, and a responsive design, it clearly showcases guides, FAQs, and support content. It's flexible and adaptable, working well across many niches and Help Center needs, making it a good fit for any service or brand.
  • ChatGPT AI Writer by Macha (Support)
    • ChatGPT AI Writer by Macha helps you create faster and better replies in 80+ languages.  Create complete replies with just a few words.  Enable dictate mode to speak your response and let AI turn it into a polished reply.  Reply, understand, or summarize in any language.
  • Document Parser OCR (Support)
    • Document Parser OCR automatically converts PDFs, images, and scanned documents into searchable, actionable text.  Swifteq Document Parser OCR automatically extracts text from PDFs, images, and scanned documents — then inserts it as a comment or updates ticket fields with specific data like invoice numbers, customer addresses, and order IDs. No more squinting at scanned forms or manually typing out data. Your team gets instant access to the information they need, right inside the ticket.
  • LMS Conversation Simulator (Support)
    • The LMS Conversation Simulator app helps you to develop tailored training scenarios for various customer interactions. In this release, we've made the following improvements:
      • Better tracking and visibility with templates tab enhancements,  drill-downs, and advanced filtering.
      • New controls, including pause and unpause, high-priority assignments, and multi-language support.
      • Improved AI performance with reduced hallucinations and a more consistent tone. Removed the one-minute manual delay.

Analytics

New:

  • The new Essential tab in the Zendesk AI: AI agents dashboard is your go-to resource for monitoring AI agent performance. This tab delivers valuable insights into conversation volumes, escalations, customer satisfaction, and content reference usage, helping you better understand and optimize your AI support experience. See Analyzing activity for AI agents - Essential.

Zendesk QA

Fixed:
  • Change from prompt library to prompt templates
  • Released a change that disables data retention for all browser extension connections that are not tied to a help desk connection
  • Fixed a bug for images pasted into review comments not being visible

Products with no updates this week

  • Support
  • Admin Center
  • AI Agents and Knowledge
  • Voice
  • AI agents - Advanced
  • Messaging and live chat
  • Zendesk Workforce Management (WFM)
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