Zendesk Features Update: June 2025

Support

Auto assist now makes suggestions using tone of voice. → See Turning on and configuring auto assist
A No brand filter has been added to the Team members page, allowing you to quickly identify agents who are missing a brand assignment. -> See Filtering team members by brand
Agents can pick between dark mode or light mode in the Support ticketing system. When activated in Admin Center, dark mode in Support provides agents with the flexibility to choose the interface that best suits their needs.
→ See Using dark mode

AI-powered conditions are available in contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields for Intent, Sentiment, and Language, along with custom ticket fields.
→ See Setting up contextual workspace

You can increase the number of generative searches per month included with your plan if you exceed the default of 100,000 generative searches per month. See→ About Zendesk add-ons
Auto assist procedures can be replicated in premium sandboxes. When creating a new premium sandbox, accounts with the Agent Copilot add-on now have the option to replicate their default brand and auto assist procedures. See→ Creating a premium sandbox

Send automatic reminders to end users when their messaging conversations become inactive. Admins can configure and customize up to three reminders as part of the Capacity release settings in Admin Center. These inactivity reminders are turned on by default for most customers. → See Automatically releasing agent capacity for inactive messaging conversations
Intelligent triage provides AI-powered insights that help customers scale their operations at affordable costs. All customers with the Copilot add-on now automatically have an intent model assigned, allowing them to utilize the intelligent triage intent feature. → See Automatically detecting customer intent, sentiment, and language

Custom object record events are now logged and visible from the Custom object records page in Support. Being able to track changes, additions, and deletions of values in a custom object record, make it easier to manage custom data in Zendesk.
→ See Viewing custom object record events
Omnichannel routing now supports the option to evaluate agents’ spare capacity as percentages. Rather than comparing highest spare capacity based on the number of tickets an agent is still eligible to receive for a channel, comparing the percentages of spare capacity normalize all agents’ spare capacity as a fraction of 100 and can provide a fairer distribution of work.
→ See Managing your omnichannel routing assignment method

Zendesk QA has a new accuracy metric. A new accuracy metric now measures the consistency and agreement between AutoQA-generated ratings and those provided by human reviewers, replacing the previous acceptance rate metric.
→See Understanding the AutoQA dashboard in Zendesk QA

The new Knowledge article editor began its phased rollout, which will extend from May 2025 to Q1 2026. The new, enhanced article editor provides a more intuitive and enriched content creation experience, designed to streamline your content creation process and boost audience engagement. With the new editor, you have access to new editing tools, source code improvements, and new article components. → See Using the new article editor

Addition of schedule edit events in the WFM audit log. Zendesk Workforce management (WFM) enhanced the audit log functionality by adding the tracking of schedule editing events. → See Viewing the WFM audit log for changes

WFM bulk user management. The WFM bulk user management feature allows admins to manage auto tracking and task lock settings for team members in bulk.→ See Viewing WFM team member profiles and editing their tracking settings

Source: Zendesk

OAuth refresh token grant type support, including access and refresh token expiration, allows secure renewal of access tokens using refresh tokens, with options to set and enforce token expiration. See Oauth Tokens for Grant Types

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