Zendesk product updates - Q2 2025
Major product updates and AI features in 2025
Zendesk is expanding its Resolution Platform with comprehensive upgrades to its AI and automation suite, improved support practices, powerful analytics and knowledge capabilities, and expanded workforce management - all to help you deliver faster, smarter, and more scalable customer experiences.
Zendesk has unveiled a series of major updates that realize the vision of a powerful, AI-first platform where support is faster, smarter, and more automated than ever before.
With its latest feature release for 2025, Zendesk reinforces its position as the leading Resolution Platform - a system that resolves tickets regardless of complexity, channel, or user preference. The updates build on Zendesk's unique advantage: bringing together call flows, data, automation, AI, and workforce management in a single system. The result is not only smoother experiences - but direct and measurable business value for every contact.
New in the 2025 edition include autonomous AI agents, generative knowledge building, advanced automation, and increased security. All elements are deeply integrated into Zendesk- and ready to use with minimal setup.
Here are the highlights:
1. AI & Automation - smoother and more autonomous workflows
Agentic AI architecture: AI agents that can reason and solve cases from start to finish, without manual setup.
AI Agents for Email: Automates over 50% of email interactions with personalization by brand tone.
Instructions for AI agents: Ensure that responses are of high quality, accurate, in tone and in compliance.
Multiple sources of knowledge for GenAI: AI agents can use external sources, like web scans, for better answers.
Suggested use cases: AI identifies areas where automation can improve performance.
Generative search: AI-powered, instant answers in the Help Center, improved search and self-service.
Agent instructions in Copilot: Provides step-by-step help directly through the agent interface.
Auto Assist improvements: Suggests relevant answers based on previous solutions.
2. improved support operations - efficient and secure
Action Builder: No-code automation with new triggers, OpenAI coupling, Slack and Salesforce steps, and flow tests.
App Builder with GenAI: Create and launch AI-powered apps for your agents.
Help Center authentication for messaging: Better security for messages.
Merge Organizations: Simplified organization management.
Approvals function: streamlined approval processes.
Sandbox Change Management: More control over configuration changes.
Automatic text analysis and redaction: Removes sensitive data via compliance triggers.
Data Masking: Protects sensitive content from unauthorized access in both UI and API.
3. Analytics & Knowledge - insight-driven support experiences
Knowledge Builder: Generates a complete knowledge base in minutes.
New knowledge connections: External sources such as Confluence can be integrated for both AI and human access.
Copilot Agent Productivity Dashboard: Shows adoption, impact and automation statistics.
Recommendations in AI Insights Hub: Flags areas of improvement for Auto Assist flows.
Engagements Reporting API: Extends insights on multi-channel interactions.
AI translation of articles: Fast translations for global use.
Service Catalog: Order catalog in the self-service portal that facilitates internal inquiries and orders.
Article Multiplacement & Request List: Simplified management of article sharing and configuration.
Real-time Monitoring: Unified, real-time overview of support operations.
Quick Reports: Plain-language reports created with ML support.
4. Workforce Engagement Management - optimizing the work of the team
Custom QA: Create your own QA checks with AI support to quality mark responses and identify risks.
Anonymization: Ensures compliance by hiding the identity of reviewers.
WFM Performance Boards & Reports API: More views and reports for team performance.
Back Office Time Tracking: Time tracking for internal and administrative tasks.
Schedule Staffing Panel Expansion: Extended view of staffing - daily, weekly, monthly.
Executive summary
This news shows how Zendesk is delivering on the promise of an AI-first platform that streamlines support through autonomous agents, powerful automation, enhanced security, insight-driven knowledge management, and smoother team coordination. The updates will be rolled out continuously via Early Access Program (EAP), Beta testing, and then full release (GA) according to the source code (Zendesk).