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

This week's release notes include:

  • AI agents and knowledge
  • Advanced AI
  • App Marketplace
  • Zendesk WFM
  • Products with no updates this week

AI agents and knowledge

New:

  • We've released an enhanced generative experience in AI agents for all Zendesk customers in AI agents.

Advanced AI

New:

  • Intelligent triage (Announcement):
    • Entity detection GA
    • Custom intents GA
    • Ability to edit intent description and name
    • Intelligent triage moved to a new AI area in Admin Center
    • Sentiment is now visible in the ticket header
    • Sentiment is updated based on the last end-user message
  • AI admin adoption (Announcement):
    • New centralized AI area in Admin Center to:
      • View the status of AI agents and Copilot features
      • View step-by-step guidance
      • Measure Copilot features impact
      • Receive AI-powered recommendations

App Marketplace

New:
  • Calculator (Support)

    • Calculator is a fast, simple, iOS-style calculator for Zendesk. It provides a fast, intuitive calculator for Zendesk agents. Designed for real-time calculations, it supports PEMDAS (Parentheses, Exponents, Multiplication, Division, Addition, and Subtraction) and handles multi-step operations efficiently. The app resizes dynamically within the Zendesk interface, ensuring a seamless user experience.

Zendesk WFM

New:

  • User notifications are now visible if the synchronization between a WFM Schedule and Google Calendar fails. The notification also includes a resynchronization button to trigger the sync again.

Fixed:

  • Fix for the Google Calendar integration synchronization between a WFM Schedule and Google Calendar after trading shifts between agents.
  • Updated design for the Google Calendar redirection page

Products with no updates this week

  • Support
  • Talk
  • Chat and messaging
  • Admin Center
  • Explore
  • Mobile
  • Zendesk QA
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