Rob Stack

This week's release notes include:

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

Support

New:

• The Exchange Connector, an integration designed to connect Zendesk Support directly with Microsoft Exchange email servers, has been released publicly. It is part of a broader BYOS initiative.

Fixed:

• Agent Home: Fixed an issue that caused the Updates section to widen to the entire width of the window, transforming Agent Home to a single-column layout

• Agent Home: Improved the experience for refreshing the Updates feed on Agent Home

AI agents and knowledge

New:

AI Agents Advanced

• Fixed an issue where grayed-out actions in block menus were clickable in the dialogue builder.
• Fixed a bug that prevented using dialogue and branch testing in ticket automation AI agent dialogues.
• Fixed a bug that caused the escalated_by_ultimate tag to be added multiple times in email conversation flows.
• Fixed an issue that prevented using dynamic values when adding tags in an action.
• UltimateGPT automated KB Imports reintroduced for the majority of accounts.
• Added sorting to the UltimateGPT knowledge source tables.

Fixed:

• Fixed a localization issue where the customize design and purchases page were displayed in Ukrainian.

Advanced AI

New:

• Custom Intents EAP: 
  • Removed the ticket examples asked on the creation form
  • Added Generative AI text in the form
  • Custom intent model prediction improvements for handling errors and model input optimizations

• Gen AI for agents in the Agent Workspace: ticket summary, enhanced writing (GA):

• Tone of Voice is a generative AI writing tool that's part of agent copilot. Tone of voice is designed to rewrite and adapt agent responses based on the ticket conversation's tone, context, and writing style. 

Talk

New:

• We've introduced a new feature allowing agents to select which speakers, besides the default one, the ringtone should play. A new button at the top of the call console displays all available audio devices connected to the computer, allowing agents to select their preferred speakers for ringtone playback.

• The failover feature has been updated. The likelihood of an issue automatically triggering a failover is extremely low. As a result, we have removed the automatic trigger functionality. However, just like before, the functionality remains available on demand and can be activated by contacting Support.

App Marketplace

• Semantiks Agent (Support)
  • Semantiks Agent is an AI assistant that answers FAQs, creates tickets, escalates conversations, and automates tasks through integrations. It can direct tickets to specific teams and summarize conversations to provide context. When creating tickets, it can pass specific tags to trigger automations in Zendesk. Plus, it keeps escalated conversations in the same channel, offering a seamless experience for your customers.
• eZDesk Ticket Events History (Support) (paid)
  • eZDesk Ticket Events History provides agents and admins a clear, structured way to analyze ticket updates over time. The app organizes ticket updates into a structured, timeline-based table. Each audit (ticket update) is displayed as a column, while ticket fields and events are shown as rows. Updates span across multiple columns until a new change occurs, allowing users to track how a ticket evolved visually.
• Audio and Video Player by inFocusCX (Support)
  • Audio and Video Player by inFocusCX allows agents to play audio and assist videos received directly on the ticket interface without additional downloads.  Reduce the time spent alternating between applications or waiting for downloads, increasing your agents' productivity.
• Delayer (Support) (paid)
  • Delayer lets you set timers to trigger delayed tickets and conversation updates. You can set unlimited timers for up to 15 minutes with 1-second accuracy.
• Worktual Telephony (Support)
  • Worktual Telephony is a cloud-based communications platform designed for businesses and powered by tailored AI solutions. It provides seamless integration to create a powerful business communications hub so enterprise users can access the Worktual services (such as voice calls and call history) more efficiently without leaving Zendesk. The Worktual Telephony for Zendesk integration can be easily deployed on the Zendesk Web app and managed by IT admins. No software or hardware is required to install, maintain, or upgrade.
• Ticket Cleaner (Support)
  • Ticket Cleaner helps support teams efficiently manage ticket attachments by providing a centralized view of all images, files, and links in a single interface. With powerful search and sorting features, you can quickly find and remove unnecessary attachments, ensuring your tickets remain clutter-free.
• Impersonate Agents (Support)
  • Impersonate Agents allows you to view Zendesk from any agent's perspective for troubleshooting and training. Quickly troubleshoot agent-specific issues without account sharing, provide personalized training by seeing precisely what your agents see, verify proper permissions and access levels across your support team, and streamline onboarding by demonstrating real-world scenarios
• 008Agent (Support)
  • 008Agent is an AI-powered softphone that works for you.  With real-time automatic transcription and summarization, ticket call integration is logged automatically.    Make and receive calls directly in Zendesk, sync call data with tickets and contacts, and more.  

Zendesk WFM

New:

Reporting and Monitoring:

• Improved Customer Insights: These updates bring the occupancy metrics closer to industry standards, typically 75-85%. The revisions were made in response to customer feedback regarding the grouping criteria logic, ensuring that the calculations accurately reflect agents' actual productivity and availability. By distinguishing between non-OCR and OCR customers, we aim to provide more precise insights into agent performance tailored to our customers' needs. 
  • Occupancy Rate Non-OCR Customers

    Definition: Occupancy measures the percentage of time agents are logged in live and actively engaged in customer-related activities, as opposed to being available for more work if they are non-OCR customers.

    Calculation: Occupancy = (Ticket Time + Productive General Task Time) /  (Ticket Time + Productive General Task Time + Untracked Time)

    When grouped by activity type, the denominator will reflect the values of the grouping level above.

  • Occupancy Rate OCR Customers

    Definition: Occupancy measures the percentage of time agents are logged in live and actively engaged in customer-related activities, as opposed to being available for more work if they are OCR customers.

    Calculation: Occupancy = (Ticket Time + Productive (UAS) Time) / (Ticket Time + Idle Time − Unpaid (UAS) Time) 
    When grouped by activity type, the denominator will reflect the values of the grouping level above.

• Forecast vs. Actual (EAP): Fixed the calculation of S vs. Net, which now reflects “actual” - “short-term forecast.”
• Agent Attendance: Removed agents not included in the "allow list" from the file export.
• TTL Update for Redis Cache and Bucket Storage: This setting has been reduced from 30 days to one hour. This will improve data freshness and reduce stale data retention, addressing customer concerns about discrepancies between API data and the Zendesk UI. This more accurate and up-to-date information enhances the reliability of the API and improves user experience.

Products with no updates this week

• Chat and messaging
• Admin Center
• Mobile SDKs
• Explore
• Zendesk QA

Update: When published, these release notes contained a new entry for the Omni Task Manager app. This app is not currently available and has been removed from these notes.

This week's release notes include:

• Support
• AI agents and knowledge
• Advanced AI
• Chat and messaging
• Explore
• App Marketplace
• Products with no updates this week

Support

New:

• We’ve made some shady changes—literally. Our ticket status badge colors now meet accessibility contrast standards, and yes, that includes tweaking our shades of grey (not quite 50, but close). It has better readability and the same great ticket status updates.

AI agents and knowledge

Fixed:

Advanced AI

• Ultimate GPT - Scheduled knowledge source reimports re-enabled for selected accounts

Customer portal

• Fixed an issue that prevented the Submit a request link from appearing on article pages.
• Fixed an issue causing organizations with lowercase first letters to be sorted wrong in the ticket form dropdown

Advanced AI

New:

• Auto assist can now:

  • Read tags on a ticket
  • Update and read standard fields on a ticket: ticket type, ticket priority
  • Update the following ticket custom field types on a ticket: text, checkbox, number, decimal, date, regex
  • Read ticket custom field types on a ticket; all types except lookup relationship

Chat and messaging

Fixed:

• Made the messaging trigger agent avatar consistent with the AI agent avatar

Explore

New:

• Exports generated via the dataset exporter for the Guide: Knowledge Capture dataset are now filtered using the engagement date. Previously, they were filtered via the article creation date, which resulted in some article activity missing from the export.
• Updater agent name attribute was added to the Support: Updates history dataset. This attribute provides the quickest way to display agent names in the report.

App Marketplace

Products with no updates this week

• Talk
• Admin Center
• Mobile SDKs
• Zendesk QA
• Zendesk WFM

Hi, we've just updated the list of trending recipes for February 2025. We've also added a “new and notable recipes” section.

Hi all, while this won't be a solution for everyone, we've come up with an Explore recipe that might be helpful for some folk affected by this change. See Using constants to add historical data to reports.

This week's release notes include:

• AI agents and knowledge
• Advanced AI
• Chat and messaging
• App Marketplace
• Mobile SDKs
• Products with no updates this week

AI agents and knowledge

New:

• The AI translations for articles Early Access Program (EAP) uses AI to help you quickly create article translations within your knowledge base, making providing support in multiple languages easier.

Fixed: 

• Fixed a bug that prevented parameters from being used with numeric input fields when configuring actions.
• Template replies are now always active. Previously, a bug would deactivate them. We've resolved the problem and tested a migration to ensure all templates are active.
• AI Agents no longer reply with "None" or "I don't know the answer."

Advanced AI

New:

• Intelligent Triage: Admins will now be able to see descriptions for the Zendesk default intents so they can better understand what each intent means.
• With this EAP, similar ticket results are boosted by shared intents and entity detection. This means agents are shown more relevant similar tickets, which helps them solve tickets faster.

Chat and messaging

New:

• Messaging triggers enhancements 
  • Email As a new condition: You can now run messaging triggers with email ID as a condition. This will help you provide a personalized workflow for a specific customer.
  • Remove tags as an action: customers can now remove tags from the messaging conversations using messaging triggers.

App Marketplace

Products with no updates this week

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

Hi everyone. We've added a new Explore recipe that provides a workaround for including information that's older than 37 months in your reports - Using constants to add historical data to reports

This week's release notes include:

• Advanced AI
• Chat and messaging
• App Marketplace
• Products with no updates this week

Advanced AI

New:

• You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.
• Redaction suggestions, part of the Advanced Data Privacy and Protection add-on, can now detect four additional types of personally identifiable information (PII).

Fixed:

• Fixed the auto-enable of Intelligent triage to avoid admin changes
• Custom intents: Ensure custom intents fallback when there's no translation

Chat and messaging

New:

• The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found here. 

App Marketplace

• ACTIONBRIDGE (Support)
  • ACTIONBRIDGE transforms customer feedback into action with AI-driven automation.  ActionBridge integrates seamlessly with Zendesk to analyze customer feedback and automatically generate actionable tasks. By leveraging AI, the app ensures that support teams never miss critical follow-ups, helping them resolve issues faster and improve customer satisfaction.
• WhatsApp Template by Unwired Logic (Support) (paid)
  • WhatsApp Template by Unwired Logic lets agents send WhatsApp templates directly from tickets, ensuring no inquiry goes unanswered. By streamlining communication, it enhances response times, customer satisfaction, and operational efficiency. The app overcomes WhatsApp’s 24-hour messaging limit, enabling businesses to send approved templates and seamlessly resume conversations once customers reply.

Products with no updates this week

• Support
• AI agents and knowledge
• Chat and messaging
• Explore
• Talk
• Admin Center
• Mobile SDKs
• Zendesk QA
• Zendesk WFM

Hi Dan Cross, thanks for the great feedback. Toll-free numbers are supported, though some carriers do not support outbound calling from a toll-free line. Check with your carrier before you configure callback on a toll-free number.
I will soon update the article to reflect this. I hope that helps!