The web crawler setup process has been simplified. You can now configure a web crawler with the Federated Search API without adding a verification tag in the <head> element of your home page. To configure the crawler, enter the URL and accept the disclaimer to confirm your right to access the specified domain. See Setting up federated search in your help center using a search crawler or the API.
Agents IA
The action builder and action flows are now generally available. The action builder is Zendesk's new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. Non-technical admins can create custom action flows, integrations, and automations for human and AI agents using the library of prebuilt connectors and actions. See Understanding the action builder and action flows.
Custom objects now support relationships to help center articles. Admins can now create lookup relationship fields that surface an article related to the custom object record. See Using lookup relationship fields.
A simple setup wizard for AI agents is available to help Zendesk Suite trial customers learn how AI agents work. The wizard provides admins with the opportunity to create and customize a sample AI agent that can automatically resolve customer questions. See Add AI agents to automatically resolve questions.
Real-time AI suggestions for voice calls gives your call center agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your help center, including any support articles, policies, troubleshooting guides, and internal FAQs you might have. See Using real-time AI suggestions for voice calls.
Migration of Zendesk QA Surveys dashboard to a new platform. Zendesk QA Surveys dashboard has been moved to a new platform offering a more modern look and format. See Accessing and viewing the Surveys dashboard.
Zendesk Workforce Management (WFM) bulk team management. Admins can now add and remove users from multiple teams at once. See Adding and removing users from multiple teams in bulk in Zendesk WFM.
Zendesk WFM bulk user management for workstreams. Admins can now add and remove users from multiple workstreams at once. See Adding and removing users from multiple workstreams in bulk in Zendesk WFM.
Move of the Google Calendar integration for WFM to Admin Center. Activating and deactivating the Google Calendar for Zendesk WFM integration has moved from the Integrations section of Zendesk WFM into Admin Center. See Activating and deactivating the Google Calendar for Zendesk WFM integration.
Zendesk WFM performance boards are now available. Performance boards allow you to create sets of reporting metrics, define goals, and share them with your teams. If you'd like to foster some friendly competition, there’s also an option to turn on leaderboards for your performance boards. See Understanding WFM performance and leaderboards.
Automatic shifts in WFM now include an option to define a rotation period. Defining a number of days or weeks for a rotation period will make the scheduling algorithm rotate users between different starting times, both flexible and specific. See Rotating automatic shifts.
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We hope this article has helped you learn more about the Zendesk updates for November 2025. If you have any questions or comments, please feel free share them with us.
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