Release notes through 2025-3-28

See our What's New for an overview of what was released in the last month.

This week's release notes include:

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

AI agents and knowledge

New:

• We've released an enhanced generative experience in AI agents for all Zendesk customers in AI agents.

Advanced AI

New:

• Intelligent triage (Announcement):
  • Entity detection GA
  • Custom intents GA
  • Ability to edit intent description and name
  • Intelligent triage moved to a new AI area in Admin Center
  • Sentiment is now visible in the ticket header
  • Sentiment is updated based on the last end-user message

• AI admin adoption (Announcement):
  • New centralized AI area in Admin Center to:
    • View the status of AI agents and Copilot features
    • View step-by-step guidance
    • Measure Copilot features impact
    • Receive AI-powered recommendations

App Marketplace

New:

• Calculator (Support)

  • Calculator is a fast, simple, iOS-style calculator for Zendesk. It provides a fast, intuitive calculator for Zendesk agents. Designed for real-time calculations, it supports PEMDAS (Parentheses, Exponents, Multiplication, Division, Addition, and Subtraction) and handles multi-step operations efficiently. The app resizes dynamically within the Zendesk interface, ensuring a seamless user experience.

Zendesk WFM

New:

• User notifications are now visible if the synchronization between a WFM Schedule and Google Calendar fails. The notification also includes a resynchronization button to trigger the sync again.

Fixed:

• Fix for the Google Calendar integration synchronization between a WFM Schedule and Google Calendar after trading shifts between agents.
• Updated design for the Google Calendar redirection page

Products with no updates this week

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