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New features and other important announcements


Announcing a 90-day data retention limit for the Omnichannel: Agent state daily dataset

Announced on Rollout starts Rollout ends January 20, 2025 April 21, 2025 May 1, 2025 Zendesk is introducing a...

Edited Jan 20, 2025

5 votes  ·  0 comments

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Announcing Help Center Integration with Zendesk SDK for Unity

Announced on Rollout on January 16, 2025 January 15, 2025 We're excited to announce that as of January ...

Edited Jan 16, 2025

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Announcing an updated version of the product tray

Announced on Rollout starts Rollout ends January 15, 2025 March 3, 2025 March 3, 2025 Zendesk is pleased to a...

Edited Feb 10, 2025

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Announcing the account configuration management EAP

Phase Announced on EAP starts Phase 1 January 14, 2025 January 17, 2025 Zendesk is pleased to announce an ear...

Edited Jan 15, 2025

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Announcing the removal of Guide Content Cues

Announced on Removal on January 13, 2025 May 1, 2025 As part of our ongoing efforts to optimize our product o...

Edited Jan 14, 2025

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Announcing bulk managing team members' group membership

Announced on Rollout starts January 10, 2025 January 10, 2025 Zendesk is introducing new bulk group managemen...

Edited Jan 10, 2025

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Announcing an update to searching for organizations in ticket trigger conditions

Announced on Rollout on January 9, 2025 January 9, 2025 Zendesk is pleased to announce improvements to the se...

Edited Jan 09, 2025

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Announcing segmenting similar tickets and merging suggestions by brand

Announcement on Rollout on January 9, 2025 January 9, 2025 We're thrilled to announce that the similar ticket...

Edited Jan 14, 2025

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Announcing enhanced Explore performance with a 37-month data retention limit

Announced on Rollout starts Rollout ends January 6, 2025 July 7, 2025 September 30, 2025 Zendesk is introduci...

Edited Jan 06, 2025

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Announcing the removal of legacy versions of AI features now included in agent copilot

Announced on Removal on January 6, 2025 February 10, 2025 As recently announced, Zendesk’s agent copilot is n...

Edited Jan 10, 2025

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Mapping general tasks to workstreams for schedule adherence customization

Announced on Rollout starts December 26, 2024 December 26, 2024 Zendesk Workforce management (WFM) is enhanci...

Edited Dec 26, 2024

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Announcing cancellable actions in auto assist

Announced on Rollout starts Rollout ends December 18, 2024 December 17, 2024 December 19, 2024 What’s changin...

Edited Dec 18, 2024

1 vote  ·  0 comments

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Announcing trending Explore recipes

Announced on Publish date December 17, 2024 December 17, 2024 We're excited to announce the release of a new ...

Edited Dec 17, 2024

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Announcing a new trigger condition to manage messaging tickets

Announced on Rollout starts Rollout ends December 16, 2024 December 10, 2024 December 12, 2024 Zendesk is hap...

Edited Dec 18, 2024

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Announcing the access log UI in Admin Center for monitoring agent activity

Announced on Rollout on December 12, 2024 December 12, 2024 We're excited to announce the release of the acce...

Edited Dec 13, 2024

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Announcing Average Wait Time message in all languages supported by Talk

Announced on Rollout starts Rollout ends Dec 10, 2024 Dec 10, 2024 Dec 16, 2024 We're happy to announce that ...

Edited Dec 17, 2024

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Announcing SIP-IN protocol support for Talk

Announced on Rollout starts Rollout ends December 9, 2024 December 9, 2024 December 16, 2024 We're excited to...

Edited Dec 12, 2024

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Announcing dataset exports for Explore

Announced on Rollout starts Rollout ends December 5, 2024 December 5, 2024 December 20, 2024 We're excited to...

Edited Dec 09, 2024

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Announcing private attachments for messaging

Announced on Rollout on December 5, 2024 December 5, 2024 Zendesk is excited to announce the introduction of ...

Edited Dec 05, 2024

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Announcing omnichannel routing is now the default routing experience for Zendesk Suite

Announced on Rollout starts Rollout ends December 5, 2024 December 5, 2024 December 11, 2024 Zendesk is excit...

Edited Dec 06, 2024

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Announcing the Zendesk video library

We've heard feedback from many users in the Zendesk help center (support.zendesk.com) that you would like to have eas...

Edited Dec 03, 2024

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Announcing the Workday integration for Zendesk Support

Announced on Rollout on December 3rd, 2024 December 3rd, 2024 We are thrilled to announce the launch of the Z...

Edited Dec 04, 2024

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Announcing autonumbering and uniqueness for custom object records

Announced on Rollout starts Rollout ends November 26, 2024 November 26, 2024 November 27, 2024 Zendesk is thr...

Edited Nov 26, 2024

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Announcing a new version of the Facebook channel

Announced on Rollout on November 25, 2024 November 25, 2024 Zendesk is pleased to announce a new version (v2)...

Edited Nov 25, 2024

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Announcing the availability of Explore dashboard schedules in PDF and PNG formats

Announced on Rollout starts Rollout ends November 22, 2024 November 22, 2024 November 22, 2024 We are glad to...

Edited Nov 22, 2024

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Announcing the ability to bulk edit shift start and end times in Zendesk WFM

Announced on Rollout starts Rollout ends November 22, 2024 November 23, 2024 November 25, 2024 Zendesk Workfo...

Edited Nov 22, 2024

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Data locality support for generative AI features powered by OpenAI in the EEA and Switzerland

Announced on Rollout on November 21, 2024 November 21, 2024 Zendesk is now one of the first companies globall...

Edited Dec 04, 2024

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Announcing the ability to redact all identified PII within a ticket at once (ADPP)

Announced on Rollout on November 22, 2024 November 21, 2024 We’re excited to announce that all highlighted te...

Edited Nov 22, 2024

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Announcement: Update to the the end session feature for messaging conversations

Announced on Rollout on November 19, 2024 November 20, 2024 Zendesk is pleased to announce an enhancement to ...

Edited Nov 19, 2024

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Announcing encoded ticket IDs

Announced on: November 18, 2024 Zendesk is introducing changes to how inbound email replies to ticket notifications a...

Edited Nov 18, 2024

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