What's new in Zendesk: January 2025

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Support

When using agent copilot’s auto assist capability, you can now cancel actions recommended by auto assist when editing the response. When an agent edits the auto assist suggestion, they can click the X next to the suggested action to remove it. See Using auto assist to help agents solve tickets.

Omnichannel routing is on by default for all new and trial Zendesk accounts, making it easier than ever to start using omnichannel routing. It works out-of-the-box for calls and messaging conversations that are assigned to a group, and you can use the pre-configured auto-routing tag to route email tickets with group-based routing. Alternatively, you can create custom queues to route tickets from email, messaging, and calls without needing the auto-routing tag. Settings for existing accounts are unaffected by this release, however, some settings have moved around in Admin Center. See Turning on and setting up omnichannel routing.

You can trial alternative plans and add-ons in a sandbox environment that replicates your existing account configurations. See About Zendesk sandbox environments.

Customers with the Advanced Data Privacy and Protection add-on can view the access log in Admin Center. Previously, the access log was only accessible via an API. See Viewing the access log in Admin Center.
If you use conversation bots or third-party bots with Zendesk messaging, you can create deletion schedules to delete bot-only conversations, helping you comply with General Data Protection Regulation (GDPR) rules. See Creating deletion schedules for bot-only conversations.
Zendesk Quality assurance (QA), AI Agents (Ultimate), and Zendesk WFM are included as Zendesk services eligible for coverage by the BAA. See Advanced Compliance.

You can preview articles that you're creating and editing before you save changes. Article previews open in a new browser tab and can be refreshed each time you add or edit content in the article editor. You can now see how your article appears in the help center before and after you save an article, so you can discard unwanted changes before you save the article. See Previewing articles as you edit in the knowledge base.

A new Workday integration is available. If your organization uses Zendesk to manage employee support requests, integrating the Workday sidebar app can enhance your ticketing experience by giving agents direct access to essential employee data. See Installing and configuring the Workday app for Zendesk Support.

The new messaging session state ticket trigger condition captures the transition of a messaging ticket’s session state from active to inactive, active to ended, or inactive to active. See Ticket trigger conditions and actions reference.
Private attachments in messaging is available. Previously, attachments in messaging conversations have been public, which meant they were accessible by anyone associated with the Zendesk account. Now, agents and end users can also attach private files that can only be accessed in the current conversation. End users must authenticate themselves to prove they have permission to view it. See About private attachments in messaging.

We've added SIP-IN as a new Talk line type. Admins can create and configure SIP-IN lines in Admin Center, similar to how they create PSTN or digital lines.

Using a SIP-IN line, calls can be forwarded to Talk using a SIP URI and IP access control lists authentication configured in Admin Center. A Zendesk ticket ID can be passed using SIP headers to link it to the call. SIP-IN lines are also compatible with omnichannel routing. See Adding a Talk SIP-IN line.
Talk now supports average wait time messages in all languages supported by Zendesk. If the wait time exceeds two minutes, the message will play after the caller navigates the IVR or initial greeting and enters the queue. Previously, this feature was available in English only.

The dataset exports feature allows you to export granular data from Explore datasets without the previous limitations when exporting reports or dashboards from Explore, such as a 50,000-row limit and a two-minute maximum run time. See Exporting datasets from Explore.

Enhancements in the WFM and Google Calendar integration. These enhancements include changes to synchronization limits. Published shift events will now sync with Google Calendar for up to 90 days, an increase from the previous 30-day limit. Accepted time-off requests will sync without any time limitation. All synchronized events will automatically be set to a default status of Free. See Syncing your Zendesk WFM schedule with Google Calendar.
Admins can now map general tasks to specific workstreams. Adherence calculation will take that information into consideration so agents are considered in adherence if they’re working on a workstream that is mapped to the general task scheduled for that moment of their shift, and vice versa. See Setting up WFM general tasks for non-ticketing work.

Bulk updating the unified status of many agents is now possible through the Agent Availability API for omnichannel routing. See Bulk Update the Unified Status of Many Agents.

View the Explore trending recipes article. With so many Explore recipes available (over 150), finding the specific recipe you need or the most popular can be challenging. To help you, we've released a new article, Trending Explore recipes, showcasing the top 20 Explore recipes based on page views. This article will be updated monthly.