Announcements

New features and other important announcements

Announcing routing based on agents' percentage-based capacity with omnichannel routing

Announced on Rollout starts R...

Edited May 29, 2025

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Announcing the ability to filter team members without brand assignments

Announced on Rollout on Ma...

Edited May 27, 2025

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Announcing AI-powered conditions for contextual workspaces, including AI and custom ticket fields

Announced on ...

Edited May 27, 2025

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Announcing Conversation Log API release: Unified and realtime conversation data access

Announced on Rollout starts Rollout ends May 23, 2025 May 23, 2025 May 23, 2025 We’re excited to intro...

Edited May 26, 2025

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Announcing new keyboard shortcuts in Agent Workspace

Announced on Rollout starts Rollout ends May 22, 2025 May 22,2025 May 22, 2025 Zendesk is excited to ann...

Edited May 22, 2025

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Announcing intent availability for all Zendesk Copilot customers

Announced on Rollout on May 22, 2025 May 20, 2025 Intelligent triage provides AI-powered insights that help c...

Edited May 21, 2025

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Coming soon: design updates to the Forecast page in Zendesk WFM

Announced on Rollout on May 22, 2025 May 28, 2025 Zendesk WFM is making design updates to the menus on the Fo...

Edited May 22, 2025

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Current and upcoming Zendesk betas and early access programs (EAPs)

At Zendesk, we value the feedback of our customers and consider it an important part of our process. That's why we of...

Edited May 27, 2025

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Upcoming Webinars: May - June 2025

Each month at Zendesk, we offer a variety of interactive webinars designed to support and connect with our customers ...

Edited May 21, 2025

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Announcing an event log for custom object records

Announced on Rollout starts R...

Edited May 20, 2025

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Announcing inactive messaging conversation reminders for end users

Announced on Rollout on May 20, 2025 May 19, 2025 Zendesk is pleased to announce the release of inactive messagi...

Edited May 20, 2025

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Announcing the ability to track sentiment and intent throughout the ticket lifecycle

Announced on Rollout starts Rollout ends May 15, 2025 May 19, 2025 May 23, 2025 Zendesk is pleased to announc...

Edited May 15, 2025

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Announcing the addition of schedule edit events in the WFM audit log

Announced on Rollout starts May 14, 2025 May 14, 2025 Zendesk Workforce Management (WFM) is enhancing the aud...

Edited May 14, 2025

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Announcing dark mode for Zendesk Support

Announced on GA Rollout starts GA Rollout ends May 13, 2025 May 13, 2025 May 20, 2025 Zendesk is bringing nativ...

Edited May 15, 2025

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Announcing auto assist integration with tone of voice

Announced on Rollout starts Rollout ends May 13, 2025 May 12, 2025 May 13, 2025 As part of the Copilot add-on...

Edited May 13, 2025

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Announcing Zendesk QA's new accuracy metric

Announced on Rollout on May 13, 2025 May 13, 2025 Zendesk Quality assurance (QA) is introducing a new metric ...

Edited May 13, 2025

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Upcoming Zendesk essentials: Live tutorials webinars - May 2025

As we reach the middle of May, Zendesk is thrilled to share details about our upcoming webinars in the Zendesk Essent...

Edited May 13, 2025

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Announcing WFM bulk user management

Announced on Rollout starts May 12, 2025 May 12, 2025 Zendesk Workforce Management (WFM) is enhancing WFM use...

Edited May 12, 2025

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Announcing updates to the API pages in Admin Center (Coming soon)

Announced on Rollout start...

Edited May 12, 2025

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Announcing consistent terminology across AI agents

Announced on Rollout on May 7, 2025 May 7, 2025 We are happy to announce that we have made changes to certain te...

Edited May 07, 2025

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Announcing the general availability of the new Knowledge article editor

Announced on Rollout (Phase 1) starts Rollout (Phase 1) ends May 7, 2025 May 22, 2025 July 2, 2025 We're exci...

Edited May 22, 2025

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Two-step verification (2SV) continued rollout schedule

Announced on Phase 2 rollout starts Phase 2 rollout ends May 5, 2025 August 19, 2025 August 28, 2025 Zendesk ...

Edited May 08, 2025

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Help center authentication for messaging (EAP)

Announced on EAP starts May 1, 2025 May 1, 2025 This early access program enables a seamless authentication expe...

Edited May 01, 2025

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Announcing omnichannel engagements and updated agent productivity reports

Announced on EAP starts EAP ends April 30, 2025 April 30, 2025 April 30, 2025 We're excited to anno...

Edited Apr 30, 2025

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Announcing auto assist integration with public help center articles

Announced on Rollout starts April 30, 2025 April 30, 2025 We’re excited to announce that auto assist, a part ...

Edited Apr 30, 2025

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Announcing reporting for omnichannel routing queues

Announced on Rollout starts Rollout ends April 28, 2025 April 28. 2025 April 28, 2025 We're excite...

Edited Apr 28, 2025

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Announcing support for OAuth refresh token grant type and OAuth access and refresh token expirations

Announced on Rollout starts Rollout ends April 30, 2025 April 30, 2025 May 30, 2025 Starting today, customers...

Edited May 06, 2025

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Announcing enhancements to call routing with omnichannel routing and Zendesk Voice

Announced on Rollout starts Rollout ends April 28, 2025 April 28, 2025 June 7, 2025 Zendesk is excited to ann...

Edited Apr 24, 2025

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Announcing the removal of Zendesk Chat Conversation APIs (CCAPIs) and WebSDK

Announced on Removed on April 25, 2025 April 30, 2025 Beginning April 30, Zendesk will no longer support ne...

Edited Apr 25, 2025

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Announcing Zendesk AutoQA for Voice and Voice for Zendesk TPE

Announced on Rollout on April 22, 2025 April 22, 2025 Zendesk QA now integrates with the advanced AI capabili...

Edited Apr 22, 2025

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