Zendesk September 2025 Update: Automating Customer Support Operations with Enhanced AI Features
Introduction
The latest update released by Zendesk in September 2025 focuses heavily on automating and improving customer support efficiency using AI technology. Particularly noteworthy are the expansion of Auto-Assist features and enhancements to AI translation capabilities. These functional improvements have made it possible to reduce agent workload and increase customer satisfaction.
Target Audience
- IT administrators and system managers
- Customer support department heads and managers
- Decision-makers considering Zendesk implementation
- Organizations looking to improve customer support efficiency
References
Agent Workflow Efficiency Through AI-Enhanced Support Features
Auto-Assist Now Suggests Macros
A noteworthy aspect of this update is the expansion of the Auto-Assist feature. While traditional Auto-Assist had limited suggestion capabilities, the new functionality allows existing macros to be incorporated into procedures. Macros are now automatically suggested at appropriate times during ticket handling, enabling consistent response quality.
Create macros from Admin Center > Workspaces > Agent Tools > Macros.
Create procedures from Guide and enter a macro by typing / (slash).
Recommendations Through Intelligent Triage
The AI recommendation feature has been expanded to include recommendations based on entities, sentiment, and language in addition to the conventional intent-based recommendations. Agents can now better understand customer situations and respond appropriately.
- Entity-based recommendations: Recommendations based on customer attributes and product information
- Sentiment analysis: Suggested response approaches based on customer emotional state analysis
- Language-based recommendations: Appropriate response method suggestions based on language used
Rich Text Features Now Available in Messaging
RTF (Rich Text Format) options are now available on web and mobile messaging channels. RTF functionality, which was previously limited to email channels and internal notes, can now be used across a wider range of channels.
Formatting options like bold and italic text allow you to provide clearer answers to customers.
## Enhanced Knowledge Functionality
Quick Answers Becoming Standard Feature from September 25, 2025
Starting September 25, 2025, the Quick Answers feature will be enabled by default for all Suite and Knowledge customers. AI will analyze customer inquiries and automatically generate optimal responses from the knowledge base.
Learn more about Quick Answers feature
Agents can use the generated responses as is or edit them as needed before providing them. If you do not wish to use this feature, it can be disabled during the grace period from August 26 to September 25.
Exclusion Terms Now Available for AI Translation
Case-sensitive exclusion term settings are now available for AI-generated translations. A
Brand names, product names, and specialized terminology can be displayed consistently in their original language. Companies providing multilingual support can now maintain brand consistency and terminology accuracy.
Improvements to Omnichannel Routing and Workflow
Easier Integration with Department Spaces
Integration between omnichannel routing and department space features has been improved. They can now work together without special configuration, and tickets are automatically assigned only to agents belonging to the appropriate brand.
Workflow Setup Wizard for Trial Customers
A setup wizard for triggers and automation has been introduced for Zendesk Suite trial customers. This makes implementing workflow automation easier, reducing response times and manual tasks.
Other Enhancements
Expanded Conditions for Messaging Triggers
The following conditions have been added to messaging triggers:
- Customer page URL
- Customer country
- Customer IP
This enables responses more specifically based on customers' geographic location and browsing context.
Centralized External OAuth Management
With the new external OAuth client page, applications and integrations using external OAuth can now be centrally managed. Security management and access control can be handled more efficiently.
Analyze Auto-Assist Usage with Copilot
An Auto-Assist usage data tab has been added to the Zendesk Copilot analytics dashboard. This allows you to quantitatively understand the usage and effectiveness of AI features.
Summary
Zendesk's September 2025 update features enhancements centered on AI technology. Improvements to Auto-Assist and AI translation features create an environment that simultaneously achieves increased agent efficiency and improved customer experience.
To leverage these new features effectively, a phased implementation plan and appropriate training are important. For AI features in particular, careful consideration of integration with existing workflows and customization to fit your organization will maximize their value.
