See the What's New section for an overview of what was released last month.
This week's release notes include:
Support
New:
Beginning July 30th, we will be applying rate limits to the ticket_updates endpoint for legacy accounts created before July 2019. See Best Practices to Avoid Rate Limiting.
We've made some minor changes to downgrading an agent that will help prevent tickets from entering a state where they cannot be updated by the agent assigned to them. See Changing an Agent’s role.
Copilot
New:
- We're launching two powerful new recommendation categories in the Admin Copilot feed: Macro Content Suggestions (MCS) and Trust & Safety. MCS replaces the legacy macro suggestions tab with data-driven insights into agent workflows. At the same time, Trust & Safety surfaces critical security gaps (such as 2FA and SSO configurations) that admins can fix in just a few clicks.
Fixed:
- The latest change on the intent will be propagated to the ticket field values, making it visible in the Agent Workspace, Admin Center (triggers, automations, etc), and in the intelligent triage dashboard
Voice
Fixed:
- Fixed a bug in which, on rare occasions, requests to the TPE API would fail due to a race condition.
App Marketplace
New:
-
Birdie.ai (Support)
- Birdie.ai is a customer intelligence platform that helps companies turn customer feedback into valuable insights. By leveraging AI, Birdie connects with Zendesk to transform support tickets into structured, actionable insights, enabling teams to understand user needs better, identify issues, and drive meaningful improvements across product and experience.
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Support Operations Dashboard (Support) (paid)
- Support Operations Dashboard is a modern analytics app built for Zendesk teams that need clearer visibility into ticket activity, backlog health, SLA performance, agent workload, and operational risk. The app provides an interactive dashboard directly inside Zendesk, allowing agents, managers, and support leaders to monitor key support metrics without exporting data to external tools.
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Helply Copilot for Zendesk (Support)
- Helply Copilot helps support agents respond faster using your trained knowledge base. Get AI-powered reply suggestions, search your internal KB, and summarize ticket conversations.
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Dusk and Dawn (Theme)
- Dusk and Dawn is a premium, editorial-style Zendesk Help Center theme that blends large serif typography with generous whitespace for a refined, modern look. Customize colors, fonts, hero layouts, feature cards, trending search terms, and footer links — all from the Settings panel, no coding required. Clean templates make code-level edits easy, too.
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Whats Your Problem (Support)
- Whats Your Problem provides deep, actionable insights directly from your tickets. Whether analyzing tickets from the past week, month, or even year, the app provides both predefined insights and the flexibility to explore specific issues relevant to your organization. Gain instant clarity with a concise overview of key findings, quickly pinpoint and prioritize critical customer concerns, understand customer emotions at scale, proactively spot emerging issues and trends, and more.
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Ticket Merger Pro (Support) (paid)
- Ticket Merger Pro eliminates the manual labor of cleaning up your queue. Built for modern, high-volume support teams, this app instantly scans for open duplicate tickets the moment you open a requester's profile. With a single click, it extracts the entire conversation history, compiles it into beautifully formatted internal notes on your active ticket, and automatically closes the duplicates.
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Twenty CRM Data Viewer (Support) (paid)
- Twenty CRM Data Viewer lets you view Twenty CRM contact, company, and deal context from within Zendesk Support tickets. When a ticket loads, the app resolves the requester to a Twenty person by email, retries transient requester updates, and refreshes automatically when the Zendesk requester changes (including common requester-change events).
Products with no updates this week
- Admin Center
- AI agents - Advanced
- AI Agents and Knowledge
- Analytics
- Zendesk Workforce Management (WFM)
- Zendesk QA