News Roundup
September’s Zendesk News roundup covers GPT-5 adoption, AI Agent instructions, Copilot upgrades, omnichannel routing with department spaces, generative search in Help Center, translation exclusions, security updates, 2SV rollout, and the deprecation of SunCo API wrappers.
Platform & Security
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.
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.
Sponsors
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.
Agent Copilot
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.
News Roundup
Zendesk’s summer updates bring sweeping changes: a revamped Resolution platform, deep AI integrations, and major product rebrands. I reorganized my blog into 10 new categories and reflected on my content—strong in automation, but lacking coverage of analytics, QA, and workforce management.
Knowledge & Insights
Zendesk’s Help Center evolves with AI tools like Generative Search, Article Summaries, and Translation. Writing tools help teams expand, simplify, or rephrase content, while Knowledge Builder (announced at Relate 2025) promises future automation of knowledge creation from tickets.
Agent Copilot
Agent Copilot’s auto-assist only triggers on customer-created requests. If tickets are created via the Zendesk API or by agents (e.g. Employee Service), Copilot may not respond. The fix? Use the /requests.json endpoint to ensure proper behavior across email, messaging, and API-generated tickets.
Sponsors
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Platform & Security
Zendesk’s Custom Objects just got more practical with small but powerful updates: sortable views, renamable fields, auto-naming, event logs, and image support. These fill key gaps from the initial launch, making the feature far more usable in real-world workflows.
AI Agents & Messaging
This article showcases a custom Zendesk AI Agent use case: enabling callback requests via Messaging. By combining Voice, API integrations, and phone validation, it bridges native gaps and lets customers request a call—fully automated, no agent needed to start.
News Roundup
Zendesk continues its summer rollout with major updates across AI, Messaging, Agent Workspace, Help Center, triggers, and platform tools. Highlights include generative email replies, context-aware workspaces, redaction via triggers, and API/UI overhauls. Omnichannel Routing evolves fast.
AI Agents & Messaging
Zendesk’s generative replies for email allow AI Agents to send tailored, inline responses to customer emails using Help Center and custom knowledge sources. Unlike static article suggestions, these smart replies automate support while preserving tone, pacing, and fallback options for complex issues.
Agent Workspace & Routing
Zendesk Messaging now includes native wait time and queue position indicators, plus automated customer reminders for pending replies. These enhancements simplify setup, improve responsiveness, and help manage asynchronous conversations more effectively across all messaging channels.
Sponsors
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Agent Workspace & Routing
Zendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.
News Roundup
Zendesk’s latest updates span event highlights (London Showcase), AI evolution (reasoning bots, intent models), product changes (Action Builder, messaging nudges), platform upgrades (editor revamp, 2FA), and pricing shifts toward usage-based models—all driving smarter, scalable support.
AI Agents & Messaging
Zendesk improved AI Agent management by introducing a new channel manager UI for AI Agents Advanced, removing the need for Switchboard API use. It simplifies linking bots to channels, especially in mixed or transitional setups, but key inconsistencies between Essentials and Advanced remain.
Platform & Security
This article shows how to enhance Zendesk Action Builder flows by using custom API Actions to retrieve ticket and user data, including custom fields. It outlines how to connect, authenticate, and use this data to build smarter, more contextual flows—even before native support is available.
Sponsors
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Platform & Security
Zendesk’s Action Builder introduces visual, logic-driven automation flows to replace complex trigger setups. This article explores how Action Builder simplifies business rules, integrates with external platforms, and signals a shift from reactive to process-oriented CX in Zendesk.
News Roundup
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Sponsors
Agent Copilot can now trigger automated workflows to orchestrate complex service tickets, right from inside Zendesk. This guide shows you how.
AI Agents & Messaging
At Relate 2025 Zendesk announced their new AI Agents with Adaptive Reasoning. These more powerful variants use a new third generation model that move AI Agents away from hand built flows towards more descriptive procedures. This article gives an overview of what's possible now.