See the What's New section for an overview of what was released last month.
This week's release notes include:
Support
New:
Introducing Deletion schedules on Custom objects, which let admins to delete unwanted custom object records systematically without building complex jobs and API calls.
Knowledge
New:
- You can now use your ticket data and generative AI to create a new help center quickly.
Analytics
New:
- AI agent tickets are now available in analytics. They are reflected in your reports and dashboards starting November 9, 2025. To exclude or analyze them, use the Ticket support type attribute.
- Ticket support type and Assignee name filters were added to the Zendesk Support and Zendesk Messaging prebuilt dashboards.
- Analytics dashboards are no longer embedded in the Support > Reporting page as Zendesk is moving towards a unified navigation, and the legacy prebuilt dashboards are approaching their end of life. To find all reporting dashboards, open Zendesk Analytics from the product tray. See Announcing unified navigation across Zendesk products and Migrating legacy Explore dashboards to the new dashboard builder.
- The Queues prebuilt dashboard was joined with Zendesk Omnichannel: Agent productivity dashboard. The unified dashboard is called Zendesk Omnichannel: Agent productivity and queues.
App Marketplace
New:
-
Zendesk Agent for Microsoft Copilot from Zendesk (Support)
- Get Zendesk support directly in Microsoft 365 apps with Copilot. Zendesk Agent for Microsoft Copilot brings AI-powered support directly into the Microsoft 365 apps your employees use most. With Zendesk Agent, employees can get help, submit requests, and manage tickets without leaving the apps they already work in.
-
Shopify AI Agent by Adelante CX from AdelanteCX- Zendesk Apps For Enterprises (Support)
- Solve >80% of your tickets with an agent that works exactly the way you want. Trained like a human rep on your policies and ticket history, fully integrated with Shopify and your stack. It updates orders, checks fulfillment, recommends products, contacts vendors, and resolves 80%+ of tickets automatically.
-
Zaplay from Clever Development (Support)
- Send and receive WhatsApp voice messages with AI transcription and summaries in Zendesk. Zaplay integrates WhatsApp Business with Zendesk to record, play, and transcribe voice messages with AI. It also creates conversation summaries, enables internal notes, and provides reports to boost productivity, speed, and quality.
-
Grapevine from Gather Presence (Support)
- One AI agent that searches across your docs, code, and communication. Enable Grapevine to proactively answer questions in Slack channels, saving even more time by surfacing ticket context when your team needs it. Ask follow-up questions, dig deeper with source citations, and get the information you actually need.
-
Agent Co-writer from Swifteq Ltd (Support)(Paid)
- AI copilot for writing replies, summaries, and translations. Agent Co-writer helps support teams write polished, consistent, and fast replies inside Zendesk. Agents can generate professional messages, instantly summarize long conversations, and translate content when needed without leaving the ticket view.
-
Artera from ZENCLAB (Theme)
- Artera is an elegant, customizable Zendesk theme that turns your Help Center into a branded experience. Designed with a modern layout, it includes a customizable homepage with hero sections, a "Things to Know" content showcase, and flexible footer and social integrations.
- Sunday is a Zendesk theme with Dark and Light modes. Users can switch between dark and light modes effortlessly. Built with Zendesk’s Templating API V4 and Generative answers (AI-search).
Products with no updates this week
- Copilot
- AI agents - Advanced
- Mobile
- Chat & messaging
- Voice
- Admin Center
- Zendesk Workforce Management (WFM)
- Zendesk QA