Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
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Automated ticket redaction via triggers in Zendesk
Zendesk’s new trigger-based redaction automates the removal of personal data, solving the privacy risks of manual oversight. Combined with Redaction Suggestions from the ADPP add-on, this update enables safer workflows, fewer manual steps, and smarter data hygiene for customer support teams.
Moving Toward Value-Added Conversations in Zendesk
Not all tickets are equal. Some are simple and repetitive, others complex but strategic. Zendesk’s AI tools help map automation effort to business value — automating FAQs, guiding tasks, integrating live data, and supporting high-value human-led conversations where it counts most.
Help Desk Migration: Migrate, Merge, and Consolidate your Zendesk data (sponsor)
Support operations are rarely static. Teams grow, platforms change, companies merge, and structures evolve. In the middle of all that: data - years of support tickets, customer histories, agent notes, and help center content that can’t just be left behind. That’s where Help Desk Migration comes in.
Instructions for Zendesk Agent Copilot auto-assist
Zendesk’s Agent Copilot gets a major upgrade with Instructions—a new feature guiding agents through manual steps when automation isn’t viable. Combined with suggested replies and next actions, Copilot now supports hybrid workflows, streamlining both digital and physical processes.