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Support
- Admins can now sort the organizations list by Name and Last Updated date. For customers on Enterprise and Enterprise plus plans, agents in custom roles with permissions can also access the organizations page and sort the list. See About the Organizations page.
- The new macros keyboard shortcut enables agents on Agent Workspace to search for and apply a macro by typing “/” in a ticket’s comment. For customers with Chat activated, both macros and shortcuts now appear in the menu when typing a "/". Using keyboard shortcuts can save you typing time by applying a macro with just a few keys. See Using macros to update tickets.
- Suggested macros are now available for the Mobile SDK and the Channel framework. By expanding coverage to these additional channels, agents will be offered relevant macros in even more of their customer conversations. See Using suggested macros.
- Omnichannel routing with unified agent status enables you to direct tickets from email, calls, messaging, web form, and API to agents based on their availability, capacity, and the ticket priority. Using omnichannel routing means that important tickets can be assigned to the agents who are most available to work on them, and agents can set a single status for all channels. See About omnichannel routing with unified agent status.
- You can grant permission to manage skills to custom roles separately from other business rules. Skills now join triggers, automations, and SLAs as a standalone business rules permission for custom roles. Access to business rules analysis can also be granted separately. See Creating custom roles and assigning agents.
- Intelligent triage and smart assist are available for select retail and e-commerce organizations. Intelligent triage and smart assist are two AI-powered features that work together to automatically detect and display helpful context about customers’ tickets, along with recommendations on what agents should do next. See Intro to intelligent triage and smart assist.
- Redaction for messaging conversations is now supported in the Zendesk Agent Workspace. You can redact, or remove, sensitive information found in messaging tickets so that your account stays secure and compliant. See Redacting ticket content.
- @Mentions have a new look in the Agent Workspace ticket composer. When you successfully @mention someone in the composer, you see a yellow highlight and bold text. If there is an error when you @mention someone, the highlighting disappears. See Using CCs, followers, and @mentions.
Successful @mention in the composer Unsuccessful @mention in the composer 
- Additional filters are available for views to help you further narrow your list of tickets. You can now filter your views by additional attributes, including assignee, brand, channel, and more. See Managing your views.
Zendesk Suite
- Customers with Zendesk trial accounts can get a Zendesk plan recommendation before they purchase. By answering a few questions about your business, Zendesk will help you determine which plan is best for you. See Discovering which plan to buy.
- You can resume your purchasing selections for a trial account. If you exit the shopping cart before you complete a trial account purchase, Zendesk will notify you. Click See selections to reopen the shopping cart and complete the purchase.
- You can view Zendesk help center articles directly in the Help panel. Previously, you had to open the articles in a separate window. Now you can view article descriptions and instructions side-by-side with the product interface.
Messaging
- Determine whether customers can attach items to messaging conversations. Admins can remove the option to add attachments in the Web Widget. Attachments are allowed by default. See Configuring the appearance of the Web Widget.
- Automatically add tags to messaging tickets. Admins can choose to add tags to a messaging ticket as part of the Transfer to agent step in Flow Builder, then use those tags for ticket routing, triggers, and other business rules. See Understanding answer flow step types.
- Add curved borders to the Web Widget. Admins now have the ability to curve the edges of the widget frame to various degrees with a slider in the widget appearance settings. See Configuring the appearance of the Web Widget.
- Customize the bot fallback response. Admins can change the behavior of the default fallback response, which is triggered when the bot can’t find a suitable answer to the customer’s question or comment. Admins can write an initial text response and attach up to six answers to present to customers. See Building a bot using answers.
Explore
- The Explore live dashboard is now available on Professional plans. This dashboard allows you to see important information about your Zendesk products in real time, in one place. On Professional plans, the dashboard is read-only. See Overview of the Explore live dashboard.
- The Explore live dashboard now shows capacity info if you use omnichannel routing. This information helps supervisors balance workloads across teams. See Seeing live agent status and activities.
- You can now drill into Talk work items on the Explore live dashboard. The drill-in window shows which call an agent is working on, along with important call details. See Seeing live agent status and activities.
Admin Center
- Create webhooks for user and organization events. Admins can now invoke a webhook based on user and organization events in Zendesk Support. Prior to this release, you could only invoke a webhook using a trigger or automation. See Creating webhooks in Admin Center.
Sell
- Improved readability of contact attributes in Sell. In the contact attributes column on your contact pages, the field labels now display above the field values for both person and company contacts. This visually aligns Sell Contact pages with Sell Deal pages. The functionality remains the same. See: Improved readability of contact attributes in Sell.
- Use three types of custom fields to create sales triggers for deals in Zendesk Sell. These include: a Number field, a Dropdown menu field, and a Single line text field. You can also apply nullifying conditions to avoid triggers looping. See: Creating Sell sales triggers.
Guide
- The updated Guide search settings experience provides dedicated pages for managing your search sources, search crawlers, and search filters.
- Search sources provides an overview of search sources and includes a new workflow for including additional help centers, external content, and communities in your search. See Managing search sources.
- Crawlers enables you to manage the external websites you’d like to surface in your help center search. See Managing search crawlers.
- Search filters enables you to manage the search filters end users use to narrow their results on the search results page in help center. See Managing search filters.
- Search sources provides an overview of search sources and includes a new workflow for including additional help centers, external content, and communities in your search. See Managing search sources.
- Apply content tags to articles and posts to allow end users to view all related content with a common tag on a single search results page. Content tags are words or phrases that summarize the key ideas or concepts of tagged content.
The tags appear in the "Related to" section at the bottom of an article or post. End users can click a content tag in an article or post to open a search page with links to other articles and posts that share the same content tag. See About content tags. - Add images to content blocks using the new image gallery. You can now insert images into content blocks by either dragging and dropping the image into a content block, or by inserting it into the new image gallery and placing it from there. Once you add the image to the content block, you can use the new tools available to resize the image and add ALT text to improve accessibility. You can also use the new image gallery to replace outdated images in all content blocks where it is used, or to permanently delete the image. See Inserting images in articles and content blocks.
Developers
- Run in Postman button added to our API endpoint introductory pages for you to download that endpoint's collection and try out different requests to learn how the API works. See API Reference.