What's new in Zendesk: March 2025

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Check out what's new in the last month:

• Support
• AI agents
• Talk
• Accounts and billing
• Security
• Apps and integrations
• Quality assurance
• Workforce management
• Messaging and third-party channels
• Developer

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Agents can identify when outbound email delivery failures have occurred. Warning messages provide information about which recipient didn't receive the email and why, including SMTP error codes to help troubleshoot the problem. See Understanding email delivery failures in the Zendesk Agent Workspace.
  

  

• Channel switching logic for inactive messages has been improved. Default privacy settings now apply to inactive messages and email replies. Previously, the default privacy settings didn't apply. See About channel switching logic in the ticket composer.
• If you use intelligent triage, you can now deactivate intents directly from the list to ensure that unwanted intents are no longer detected on tickets. See Viewing and managing intelligent triage predictions.

  

• The autoreply and internal note ticket trigger actions are now available to all accounts. These actions allow triggers to add pre-defined comments (autoreply) or notes (internal note) to tickets when a trigger's conditions are met. See Automatically adding comments and notes to tickets using triggers.
• Improvements to the Custom object records page make it easier for agents and admins to use the record lists and see more information about the records with fewer clicks. See About the Custom object records page.
• You can now search dynamic content by title and placeholder in the Dynamic Content page in Admin Center. Previously, admins could only search for dynamic content by the content in variants. Providing multiple language support with dynamic content.

AI agents

• AI agents now come in two flexible plans to meet your unique business requirements:
  
  • Essential: Included in all Zendesk Suite and Support plans. Allows you to start automating in minutes with generative replies powered by the latest AI technology.
  • Advanced: Available as an add-on for any Suite and Support plans. Includes all features of the Essential level in addition to advanced functionality such as conversation flows, APIs, and advanced analytics.
    See About AI agents.
• In AI agents - Advanced, you can now request that Zendesk restrict the AI agents that a client admin has access to. Client admins with restricted AI agent access can give other users access only to the AI agents they themselves have access to. If a client admin with restricted AI agent access is downgraded to a client editor or client user, they continue to have the same restricted AI agent access. See Managing user access to AI agents - Advanced.

Talk

• The Talk transcription service now includes the following new features:
  • Automatic speaker labeling: Your transcripts will now identify who is speaking (agent or customer) during phone conversations.
  • Keyword boosting: Highlight specific words, such as product names or industry terms, to improve recognition and accuracy in transcriptions.
  • Automatic redaction: Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions.
    See Zendesk Talk call transcription and summarization FAQ.

Accounts and billing

• Direct debit payment accounts (via ACH) are available as a payment method for self-service customers in the USA. Previously, only eligible sales-assisted accounts could use this payment method. See Managing payments. 

  

• For customers who want to exclusively use Zendesk products for internal employee services, such as Human Resources (HR), Finance, Legal, and Information Technology (IT), Zendesk provides a set of Zendesk Suite plans designed specifically for that purpose. See Buying Zendesk Employee Service Suite (ES). 

Security

• Admins can require end users to use two-factor authentication when signing into help center. When this feature is turned on, end users must enter a passcode from an authenticator app after their password. See Managing two-factor authentication.
• Redaction suggestions can now detect four additional types of personally identifiable information (PII) and work for five additional languages. Redactions suggestions are part of the Advanced Data Privacy and Protection add-on. See Automatically detecting sensitive information for redaction.

Apps and integrations

• The LMS Conversation Simulator app uses existing tickets and keywords you specify to generate sample tickets that can be used to train your agents. See Installing and using the LMS Conversation Simulator app.
  
  

Quality assurance

• Update to the number format displayed in all Zendesk QA dashboards. Zendesk QA improved the user experience by offering a localized and familiar number format for users in different regions. See Announcing localized number formats for Zendesk QA dashboards.

Workforce management

• New auto-tracking setting. Zendesk WFM has a new setting that allows admins to turn automatic tracking on or off. With this update, managers can decide which users can track their activity manually. See Activating and deactivating auto-tracking and task lock.

  

• Sort by shift start time. By default, your schedule page displays agents sorted by name. You can now also reorder them by their shift start time. See Navigating the schedule.

  

Messaging and third-party channels

• Threaded comments on a public Facebook channel automatically create a new ticket if the Comments on a post are added to the same ticket setting is turned on. Additionally, any comment on an existing post automatically creates a ticket, if a ticket for that post does not already exist. See Setting up your public Facebook channel.
• Additions to messaging triggers include using a customer's email as a condition or placeholder and removing tags from a ticket. See Messaging triggers conditions and actions reference.

Developer

• Help center integration now available with Zendesk SDK for Unity. Previously you could only access the help center through a web browser. Now, you can access the help center directly within your Unity-based application. See Adding help center to your app.