Zendesk is continually introducing updates; here are some of the improvements Zendesk has made in 2025:
- What's new in Zendesk Support
- What's new in Zendesk Explore
- What's new in Zendesk Guide
- What's new in Zendesk Messaging and Talk
- What's new in Objects and rules
- What's new in Zendesk Integrations
- What's new in Zendesk Security
- What's new in Zendesk Workforce Management
What's new in Zendesk Support
Department Spaces Improve Multi-Brand Management
Zendesk introduces Department Spaces, allowing you to restrict agents to handle only tickets related to their assigned brands. This ensures better focus, data security, and product expertise.
Extended Side Conversation Functionality Now Available for All
New settings for side conversations provide greater flexibility in customizing workflows for child tickets. For instance, you can configure child tickets to be clones of parent tickets, which is helpful when splitting a ticket between two groups.
Customize Contextual Workspaces Based on Roles
You can now use roles as a condition to customize Contextual Workspaces. Both default roles (e.g., agent and administrator) and custom roles are supported.
What's new in Zendesk Explore
Migration of Classic Dashboards in Zendesk Explore
Dashboards built with the Classic Dashboard Builder can still be edited until Q4 2025. Remember to migrate to the new solution in time!
Granular Data Export in Explore
With the new export feature in Explore, you can export detailed datasets without previous limitations like a maximum of 50,000 rows or a two-minute runtime.
Popular Zendesk Explore Report Recipes
Zendesk has released an article featuring the 20 most popular Explore recipes based on page views. The article is updated monthly, making it easier to find relevant reports.
What's new in Zendesk Guide
Preview Articles in Guide
You can now preview articles while editing them in Zendesk Guide. This allows you to see how changes look before saving them.
What's new in Zendesk Messaging and Talk
New Messaging Trigger Conditions
A new feature allows you to capture status transitions in messaging tickets, such as from active to inactive, in Zendesk Messaging.
Wait Time Messages in All Languages in Talk
Zendesk Talk now supports wait time messages in all languages that are available in Zendesk. If wait time exceeds two minutes, the message is played after the caller navigates the IVR system or hears the welcome message. Previously, this message was only available in English.
What's new in Objects and rules
Priority Levels in Omnichannel Routing
Omnichannel routing now includes three levels of optional skills. This ensures that only the least prioritized skills are removed first during timeouts, enabling more precise routing over time.
Submitters Can Now Specify Relevant Custom Objects When Creating Tickets
End users can now select relevant custom objects when submitting tickets, making it easier for agents to resolve issues quickly and accurately. Learn how to build a product catalog for customers.
Complex Many-to-Many Relationships Now Possible with Custom Objects
You can now build complex many-to-many relationships using custom objects, including auto-numbering and lookup relationship fields.
Omnichannel Routing Enabled by Default for All New Zendesk Installations
Omnichannel routing is now enabled by default for new and trial accounts. It works immediately for calls and messaging, while email can be routed using simple auto-routing tags or custom queues.
What's new in Zendesk Integrations
Improved Version of Facebook Channel Available
The new version of the Facebook channel integration supports multiple pages, reduces delays, and increases stability. Learn how to enable it here.
What's new in Zendesk Security
Access log in Zendesk Admin Center
For customers with the Advanced Data Privacy and Protection add-on, the access log is now available directly in Admin Center. Previously, this was only accessible via API.
Deletion of Bot Conversations for GDPR Compliance
You can now set up automatic deletion schedules for conversations involving only bots. This helps you meet GDPR requirements.
What's new in Zendesk Workforce Management
New Utilization Metric in Zendesk WFM
A new metric in Zendesk Workforce Management (WFM) shows how effectively the team is utilizing their working hours. You can now see how much of paid time is spent on customer support.
Submit your Zendesk Feature Requests here:
Zendesk is constantly evolving; remember that you can always vote for and register feature requests in the Zendesk Community.