What's new in Zendesk: May 2025 – Second Brand

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Support

Auto assist now includes brand segmentation and action linking capabilities. Adding brands to procedures ensures that auto assist uses brand-specific procedures for brand-specific issues. Directly linking actions in procedures ensures that auto assist performs the correct action for ticket resolution. See Creating procedures for auto assist.
Agents can now view similar tickets and merge suggestions from the related tickets section of the context panel. Viewing similar past tickets and their resolutions, as well as merge suggestions, can help agents resolve tickets faster. See Finding tickets similar to the current ticket.
Auto assist now has access to your public help center articles and can use these articles to generate replies when no relevant procedures are found. See Using auto assist to help agents solve tickets.

Zendesk Suite trials have a streamlined adoption wizard to get new customers up and running as soon as possible. The wizard guides you quickly through basic setup tasks. See Welcome to your Zendesk Suite trial.

You an now embed Figma and Figma Jam files directly into your help center articles to provide a more dynamic and interactive content experience. In the new article editor, you can use the Embed option to integrate external content, which now includes Figma and Figma Jam files. See Inserting videos and embedded files in articles and content blocks.
Generative search is now available in the help center. With generative search, users can enter a question or phrase in the search bar of the help center and within seconds receive a concise answer without having the click through multiple search results or scan related articles for an answer.
The GA rollout of generative search began April 1st, 2025 and is on by default. Generative search won't be visible to end users until the feature is generally available on May 5th. If you want to opt out of this feature, you can deactivate generative search results by turning off the Quick Answers search setting in every help center in which you want to remove the feature. See Using generative search to provide AI-powered answers to search queries.

The dialogue builder now supports versioning. This means you can quickly revert to a previous version of a dialogue if a newer version includes changes you don’t want to keep. See Reverting a dialogue to a previous version.
Markdown now works on AI agent message blocks. You must have activated rich messaging for this formatting to work. See Using the dialogue builder to create conversation flows for advanced AI agents.

The omnichannel routing queues dashboard helps you monitor how well omnichannel routing queues distribute work to agents. Use this dashboard to understand the inbound and outbound volume of queues, as well as the average and longest wait times for any given queue, and drill down to tickets within the queue to understand why the ticket entered or exited the queue.
Additionally, you can access metrics and attributes that enable you to create your own reports. See Analyzing omnichannel routing queues.
Explore group-based permissions allow you to define data access in Explore based on the groups agents belong to. Previously, group permissions were only available for the Support: Tickets and Support: Updates history datasets. See Giving users access to Explore.
The change attribute component is now available in the new Explore dashboard builder. Use this tool to "slice" your dashboard data using different attributes without needing to duplicate reports. See Adding interactive dashboard components.

New omnichannel routing setting allows the automatic reassignment of open tickets when agents become unavailable, such as at the end of their shift or planned time off. See Managing your omnichannel routing configuration.
Omnichannel routing queues can be used to route percentages of a queue's work to different groups. You can route specific percentages of the tickets meeting a queue's conditions to different primary and secondary groups. You can create up to five subqueues per queue. See Creating custom omnichannel routing queues.
Omnichannel routing now recognizes required and optional skill priorities for calls. For all channels, including calls, optional skills timeout in order of priority, beginning with the lowest priority, until an available agent with the matching remaining skills is found. See About using skills to route tickets.

You can now add notes to scheduled tasks. Leave notes on tasks to describe the meeting agenda, highlight specific chats to focus on, or to indicate which view or queue to monitor. See Creating automatic shifts.
Agents can now resync their Google calendars with their WFM agent schedule in the Agent Workspace. See Syncing your Zendesk WFM schedule with Google Calendar.

Zendesk AutoQA for Voice. In addition to your current text-based interactions (chats and emails), AutoQA now reviews calls. Zendesk QA's auto scoring is available for voice calls in five predefined categories: Greeting, Closing, Empathy, Comprehension, and Solution offered.
Voice for Zendesk TPE. If you’re using a call center solution other than Zendesk Talk, you can now also connect it to Voice QA with Zendesk Talk Partner Edition (TPE).

Assign a separate AI agent, third-party bot, or custom responder to use as the default responder for each messaging channels, using Admin Center settings or SunCo switchboard APIs. This update makes it possible for admins to gradually roll out a new responder, set up a VIP channel, and more. See Managing third-party bots in Admin Center.
New messaging trigger actions and placeholders help you build more effective triggers. You can now suspend users, use dynamic content to display an AI agent name and avatar, and include Support placeholders in your trigger actions. See Messaging triggers conditions and actions reference.

Two new properties, verification_method and verified_at, are added to the User Identities API to provide clarity and trust whether a user has verified their email address, including how and when the verification took place. See User Identities.