Get a complete overview of the latest features and updates in Zendesk for December 2025. This month's release focuses heavily on making AI Agents smarter and increasing efficiency for support staff.
Support: Agent Productivity
- Comments on Approval Requests: Agents can now add context when approving or denying a request, ensuring transparency in the audit trail.
- Modernized Views Management: The Views admin page has been refreshed with drag-and-drop reordering, simplified filtering, and CSV exports with human-readable statuses.
- Views Setup Wizard: A new guided experience helps admins set up the three most critical views for optimal team prioritization.
AI Agents: Harness External Content
The biggest AI news this month is the ability to connect external content sources. Your AI Agent can now generate responses based on information stored outside of Zendesk:
- Direct integration with Confluence pages.
- Data ingestion from public websites via Web-crawling.
- Leverage 3rd party system data via the Federated Search API.
Zendesk Copilot and Intents
- Custom Intent Categories: Organize your intents into categories and subcategories for better management of automated workflows at scale.
- Procedure Version History: Track the performance of each published version of your "Auto assist" procedures and roll back to previous versions if needed.
Security and Privacy (GDPR Compliance)
- Data Masking: Hide end-user names, phone numbers, and emails from specific agent roles (requires Advanced Data Protection).
- Attachment Deletion Schedules: Admins can now automate bulk deletion of attachments to comply with data retention policies and GDPR.
SoftwareOne's Take: What to Prioritize?
For most of our clients, Attachment deletion schedules, Data Masking, and External Content Sources for AI are the standout features this month. They provide a powerful combination of enhanced security and significantly smarter self-service.
Need help implementing these updates? Some features require specific add-ons or plan levels. Review our Zendesk Plan Comparison or reach out to SoftwareOne for technical assistance.