What’s New

Intent Suggestions for Bots

Know exactly what to automate with an all new intents dashboard.

Generative Replies for Bots (Early Access)

Eliminate bot building time and have your bot summarise and generate replies to customers from your existing knowledge base in a natural, conversational way.

Bot Persona (Early Access)

Customise the tone of your bot to better match your unique brand.

Generative AI for Knowledge Base (Early Access)

Accelerate article creation with minimum text input.

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Check out more updates coming this quarter:

Get early access to upcoming features by participating in a beta:

Zendesk AI for IT and HR teams

Infuse AI intelligence into every layer of your IT and HR operations with Zendesk AI.

Conversation Bots in Slack DM

Enhance employee self-service experiences by bringing conversational bots to Slack Direct Messages.

Secure Help Centre Integrations

Create a one-stop-shop for employee support by securely integrating third-party apps to help centres.

Custom Ticket Statuses

Create custom ticket statuses to match your employees' unique workflows.

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Check out more updates coming this quarter:

Get early access to upcoming features by participating in a beta:

Layout Builder (Early Access)

Create custom Agent Workspace layouts for agents based on different brands, roles, workflows and more.

App Shortcuts

Pin your most used apps for quick access.

Agent Home (Early Access)

Consolidate work for agents into one unified home.

Generative AI for Agents (Early Access)

Empower your agents to work smarter and deliver empathetic conversations while saving time with Generative AI.

Similar Tickets (Early Access)

Equip agents with contextually similar tickets for quicker and consistent resolutions.

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Check out more updates coming this quarter:

Get early access to upcoming features by participating in a beta:

Custom Objects

Give agents a complete customer view, and customers a more personalised service, by connecting and storing data from third-party systems.

Unity SDK & Demo Game

Integrate Zendesk’s capabilities natively within your Unity game projects and leverage our new demo game to experience the SDK in a real-life scenario with no additional coding required.

Data and File Storage Dashboard

Easily manage your data storage with a transparent way to track storage usage and self service.

SLA Enhancements for Messaging

Improve your performance tracking and overall operational efficiency with enhanced customisation of SLAs for Messaging.

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Check out more updates coming this quarter:

Get early access to upcoming features by participating in a beta:

Advanced Data Privacy and Protection

Deliver the most trusted and secure experiences to your customers.

Access Log

Gain insight into when an agent has viewed a ticket, a user profile and what searches they have made in the past 90 days.

Advanced Data Retention Policies

Delete customer data your business does not need and customise what is deleted based on brands, tags, custom fields and other conditions.

Advanced Encryption (Early Access)

Obtain more control over the encryption of your data – now including Help Centre data, as well as an admin centre for managing the rotation of encryption keys.

In-Country Data Locality

Empowers customers in select regions to store their data in-country.

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Check out more updates coming this quarter:

Get early access to upcoming features by participating in a beta: