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New features and other important announcements


Announcing an additional condition for deletion schedules

Announced on Rollout on August 22, 2024 August 22, 2024 Zendesk has made it easier for customers without the ...

Edited Aug 22, 2024

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Announcing change talk states based on general tasks

Announced on Rollout on August 20, 2024 August 20, 2024 Zendesk Workforce management (WFM) is enhancing the G...

Edited Aug 20, 2024

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Announcing solved ticket reassignment options

Announced on Rollout starts Rollout ends Aug 19, 2024 Aug 19, 2024 Aug 19, 2024 Zendesk is introducing new re...

Edited Aug 19, 2024

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Zendesk Event Summary: How to Prepare your Team for AI Driven CX

On August 1, we hosted an engaging event on "How to Prepare your Team for AI Driven CX." Attendees learned best pract...

Edited Aug 14, 2024

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Announcing the replication of support email addresses in premium sandboxes

Announced on Rollout starts August 12, 2024 August 12, 2024 Zendesk is pleased to announce enhancements to th...

Edited Aug 19, 2024

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Announcing the removal of the Events Connector for Amazon EventBridge

Announced on Removal on August 12, 2024 December 1, 2025 This article describes the deprecation of the Events...

Edited Jan 10, 2025

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Announcing new supported channels for intelligent triage

Announced on Rollout on August 7, 2024 August 7, 2024 We’re happy to announce the expansion of intelligent tr...

Edited Aug 06, 2024

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Announcing ticket tags for messaging trigger actions

Announced on Rollout starts Rollout ends August 5, 2024 July 31, 2024 August 9, 2024 We are excited to introd...

Edited Aug 05, 2024

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Announcing additional languages supported with Zendesk AI agents

Announced on Rollout starts Rollout ends Aug 1st, 2024 Jul 31st, 2024 Aug 8th, 2024 We’re excited to announce...

Edited Aug 21, 2024

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Announcing improved rich message support in Agent Workspace

Announced on Rollout starts Rollout ends Aug 2, 2024 July 29, 2024 Aug 1, 2024 We've rolled out the ability t...

Edited Aug 05, 2024

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Announcing enhanced generative AI features in Agent Workspace with ChatGPT-4o

Announced on Rollout starts Rollout ends July 31, 2024 July 31, 2024 July 31, 2024 We're thrilled to announce...

Edited Jul 31, 2024

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Announcing filtered views (bookmarks) in the beta dashboard builder

Announced on Rollout on July 30, 2024 July 30, 2024 We’re thrilled to introduce a significant enhancement to ...

Edited Jul 29, 2024

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Announcing the ability to merge organizations

Announced on Rollout starts Rollout ends July 30, 2024 July 30, 2024 July 31, 2024 We’re excited to announce ...

Edited Jul 25, 2024

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Announcing the Advanced Encryption EAP

Announced on Rollout on July 24, 2024 July 24, 2024 We’re excited to announce the Advanced Encryption early a...

Edited Jul 23, 2024

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Announcing an improved experience when configuring authentication options

Announced on Rollout starts Rollout ends July 24, 2024 August 14, 2024 August 21, 2024 Zendesk is excited to ...

Edited Aug 14, 2024

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Announcing WFM agent talk activity CSV exports

Announced on Rollout on July 23, 2024 July 23, 2024 Zendesk Workforce management (WFM) is enhancing the Agent...

Edited Jul 23, 2024

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Announcing Facebook dynamic ad update: Transition to flexible ad formats

Facebook has provided an important update about dynamic creative support:"Starting in June 2024, you may no longer be...

Edited Jul 22, 2024

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Announcing the enablement of all Sunshine Conversations channels in the channel name trigger

Announced on Rollout starts Rollout ends July 22, 2024 June 22, 2024 August 1st, 2024 Zendesk is excited to a...

Edited Jul 22, 2024

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Join us for our next Deep Dive on How to Prepare your Team for AI Driven CX

Join us on August 1st for an exciting event, "How to Prepare Your Team for AI-Driven CX." Discover best practices to ...

Edited Jul 18, 2024

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Announcing the new article editor with generative AI article summaries EAP

Announced on Enrollment opens EAP rollout begins July 17, 2024 July 17, 2024 August 6, 2024 We are excited to...

Edited Aug 01, 2024

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Announcing React top bar apps

Announced on Rollout starts July 16, 2022 July 1, 2024 Zendesk is excited to announce the migration of top ba...

Edited Jul 25, 2024

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Announcing updates to the Explore admin settings pages

Announced on Rollout on July 16, 2024 July 16, 2024 This announcement answers the following questions: What’...

Edited Jul 16, 2024

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Announcing the consolidation of Zendesk IP ranges for allowlists

Announced on Rollout starts Rollout ends July 16, 2024 September 23, 2024 February 7, 2025 Effective Septembe...

Edited Nov 12, 2024

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Announcing an improved WFM User management page

Announced on Rollout on July 15, 2024 July 15, 2024 Zendesk Workforce management (WFM) is enhancing user mana...

Edited Jul 15, 2024

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Announcing advanced SLA configuration settings

Announced on Rollout starts Rollout ends July 22, 2024 July 22, 2024 July 31, 2024 Zendesk is excited to anno...

Edited Jul 19, 2024

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Announcing new capabilities for rich messages in Agent Workspace

Announced on Rollout starts Rollout ends July 25, 2024 July 17, 2024 July 25, 2024 We're rolling out new visu...

Edited Aug 06, 2024

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Announcing the new article settings layout

Announced on Rollout starts Rollout ends July 12, 2024 July 12, 2024 July 23, 2024 The article settings panel...

Edited Jul 12, 2024

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Announcing configurable cards in Professional plans

Announced on Rollout starts Rollout ends July 11, 2024 July 11, 2024 July 16, 2024 Zendesk is pleased to anno...

Edited Jul 11, 2024

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Announcing search and filtering for custom object records with the API

Announced on Rollout on July 11, 2024 July 11, 2024 Zendesk is excited to announce the release of the filtere...

Edited Jul 11, 2024

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Announcing improvements to the intent model for intelligent triage and AI agents

Announced on Rollout on July 11, 2024 July 11, 2024 Zendesk has improved the coverage of the Zendesk Intent M...

Edited Jul 11, 2024

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