What's New: December 2025 | Zendesk
This month, we’re focused on making the Zendesk Resolution Platform more connected and actionable. From AI-driven knowledge management to expanded automation frameworks, these updates are designed to help your team resolve issues faster while keeping your workspace organized and secure.
Highlights:
→ Knowledge Builder – Automatically turn historical ticket data into a comprehensive Help Center. By indexing past resolutions, you can build a robust knowledge base from scratch in minutes, giving your AI agents the information they need to start handling recurring questions immediately. (13:18)
→ Knowledge Connectors – Sync documentation from external sources like Confluence, Notion, or your own website directly into your support ecosystem. This ensures your team and AI agents always have a "single source of truth" without the manual work of duplicating content. (11:48)
→ App Builder – Create custom applications within your workspace using simple, natural language prompts. This no-code tool allows you to build the exact integrations and tools you need—like order lookups or user merge shortcuts—in minutes rather than waiting for developer resources. (28:30)
→ Action Builder – Orchestrate multi-step automated processes across your entire tech stack with a visual, no-code workflow editor. By connecting Zendesk to external systems like Jira or Slack, you can ensure that high-priority escalations and cross-system data syncs happen automatically. (27:34)
→ 15 New Copilot Recommendation –Types Drive higher resolution rates with proactive AI insights. Copilot now offers fifteen new recommendation types—including identifying unused macros or flagging broken procedures—to help admins optimize their workflows and help agents work more efficiently. (26:08)
→ Real-Time Monitoring – Gain continuous visibility into your service operations with dashboards that combine data across all channels. Monitor queue backlogs and agent productivity live to make instant staffing adjustments and keep resolution times low. (32:11)
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