This month brings updates that make Zendesk easier to set up, smarter with AI, and more efficient for SMB support teams. From routing improvements to translation control, here are the top 10 new features you should know about.
In case you missed it, August’s roundup is here.
1. Smarter Lookup Filtering
Admins can now apply dynamic filters to all lookup relationship fields with new operators like matches and does not match. This makes it easier to include or exclude specific data across objects.
👉 How to implement:
In Admin Center Objects & Rules > Fields > Add Field > Lookup Relationship. Configure filters and apply operators to refine available data.
2. Simplified Omnichannel Routing Setup
The omnichannel routing UI has been redesigned, making it much easier for teams to enable and configure routing from day one.
👉 How to implement:
Go to Admin Center > Objects and rules > Omnichannel Routing > Routing configuration and use the updated guided setup.
3. Department Spaces + Routing
Department spaces now work seamlessly with omnichannel routing. No more custom workarounds to avoid routing conflicts. Tickets are assigned only to agents in the correct brand.
What are department spaces I hear you ask….? When agents are removed from a brand they only have access to tickets in the remaining brands that are assigned to. This is known as department spaces. If all agents are assigned all brands, department spaces is not in use.
👉 How to implement:
- Enable Department Spaces in Admin Center > People > Team > Team Members.
- Select one or more team members > click manage brand membership.
- Add/Remove brands as required. Department spaces is now enabled.
- Now you need to make granular changes to align groups and brands as described in the Zendesk link below.
4. Faster Email Onboarding
You can now import up to 300 recent emails when adding support addresses via Microsoft Exchange or Gmail connectors (previously 50 for Gmail, none for Exchange).
👉 How to implement:
Go to Admin Center > Channels > Email > Add Address, select Gmail or Exchange connector, and enable email import.
5. Enhanced Sender Authentication
Stronger email authentication lets you select the level of protection: native only, native + forwarded, or basic across the account.
👉 How to implement:
Navigate to Admin Center > Channels > Email > Settings > Authenticate emails received with SPF, DKIM, and DMARC alignment and choose your level of protection.
6. Rich Text in Messaging
Agents can now use formatting (bold, italics, lists, hyperlinks) in web and mobile messaging, not just in emails or internal notes.
👉 How to implement:
When composing a reply in Agent Workspace messaging composer, use the RTF toolbar options.
7. Smarter Auto Assist (Requires Copilot)
Auto Assist gets upgrades:
- Insert macros into procedures.
- Agents can upload images/attachments in suggestions.
- Recommendations now include sentiment, language, and triage entities (not just intent).
👉 How to implement:
Go to Admin Center > Knowledge > Manage articles > Procedures > Create Procedures. Add macros to procedures and configure AI recommendation options.
8. Quick Setup Wizards (Zendesk Suite Trials)
Trial users now get setup wizards for triggers, automations, and custom fields reducing onboarding time and helping SMBs get value faster.
👉 How to implement:
When starting a new Zendesk Suite trial, follow the guided setup prompts under Admin Center > Getting Started.
9. Quick Answers by Default
Generative “Quick Answers” will automatically be enabled for all Suite and Knowledge customers starting Sept 25. Agents can use AI-powered suggestions right from the Context panel.
👉 How to implement:
If you don’t want this feature, disable it before Sept 25 under Admin Center > Workspaces > Agent tools > Context panel > Knowledge > Quick answers
10. Expanded Messaging + Integration Controls
Messaging Triggers: Target actions by customer country, IP, or page URL.
OAuth Management: A new external OAuth clients page shows all third-party apps connected to your account.
👉 How to implement:
For triggers: Go to Admin Center > Objects & Rules > Triggers > Messaging Triggers.
For OAuth: See Admin Center > Apps & Integrations > OAuth Clients.
📚 Learn more on Messaging
📚 Learn more on OAuth
✅ That’s the Top 10 for September!
These updates bring easier setup, smarter AI, and stronger controls to help SMBs deliver better customer support.
