Before diving into the details, let’s answer the obvious question: why should you care about updates in Zendesk Help Centre?
Here’s the short answer:
- Updates make your Help Centre easier for customers to use.
- New features can slash the number of support tickets you receive.
- Improvements in accessibility mean everyone can get help, regardless of their needs.
- Support staff benefit from smarter features, making it easier to manage the Help Centre and enquiries and deliver faster, more accurate assistance.
And, let’s be frank, who doesn’t want their Help Centre to look smart and run smoothly?
Zendesk Help Centre themes are not automatically updated with Zendesk’s latest features. It depends on your theme provider. Always check that your vendor keeps themes up-to-date.
With Premium Plus, you’re covered. We update all our Help Centre themes regularly, so you always enjoy the newest Zendesk and Premium Plus enhancements.
Featured Articles in the Help Centre Search Bar
Ever wish your most important articles would magically appear when someone started searching? Zendesk’s latest update allows Help Centre admins to feature up to six articles that show up as a dropdown in the search bar, before the user even types their third letter.
What does this mean for you?
- Your onboarding guides, FAQs, or critical resources are always a click away.
- New users find what they need faster, so you get fewer “how do I…?” tickets.
- Everyone wins. A Zendesk Help Centre that feels genuinely helpful from the first interaction.
Pro tip: Rotate your featured articles seasonally to highlight timely content!
Generative Search: AI-Powered Answers, Instantly
The future has arrived, and it’s wearing a Zendesk badge. Generative search, released globally in 2025, uses artificial intelligence to scan your Help Centre and serve up concise, relevant answers directly in the search results.
How does generative search work?
When a user enters a question or phrase in the Help Centre search bar, generative search evaluates the top-matching articles and generates a clear, summarised answer, right at the top of the results. This means users don’t have to dive into multiple articles or scroll endlessly; they get a direct, AI-powered response tailored to their specific enquiry.
Key benefits
- Faster answers: Customers get immediate, succinct responses, reducing the time spent searching for information.
- Happier users: Fewer dead ends mean less frustration and higher satisfaction.
- Lower ticket volume: With better self-service, your agents can focus on complex issues, not “where do I find…?” questions.
- Enhanced accuracy: The AI reviews the most relevant articles, pulling trusted, up-to-date content from your Zendesk Help Centre, so users aren’t pointed to outdated or off-topic answers.
- Useful context: The answer includes links to the source articles, giving users the option to read more or dig deeper if they wish.
Enabled in Zendesk themes from Premium Plus
This feature is enabled by default in Zendesk themes from Premium Plus, but you can easily disable it in your Help Centre settings. You can also monitor the effectiveness of generative search. View analytics on how often it’s being used and what questions are being asked. It will help you spot trends and identify content gaps.
Trust and safety
Zendesk has built trust and safety measures into generative search. The AI only relies on content from your Help Centre, ensuring that answers are consistent with your brand’s expertise and policies. If no relevant answer can be generated, users are directed to rephrase their question or perform a standard search.
If you’re curious about the setup or want to explore the technical aspects, have a look at the full guide, Using generative search.
Templating API v4 and Accessibility Enhancements
Zendesk Help Centre theme is not just about looking good. It’s about making sure everyone can find and use what they need.
The new Templating API v4 and an updated Copenhagen theme bring over 100 accessibility improvements. The request form is now powered by the Zendesk Garden Design System, a React-based UI library that’s as friendly to screen readers as it is to the eyes.
Why this matters:
- Your Help Centre becomes usable for everyone, including those with disabilities.
- Compliance with accessibility standards isn’t just a tick-box exercise. It’s the right thing to do.
- Customisation is easier, thanks to modern, maintainable code.
Lookup Relationship Fields: Smarter Connections
Zendesk Help Centre now supports lookup relationship fields, a new kind of custom field that lets you create relationships between tickets, users, organisations, and custom objects. These fields can be added to various forms and pages within Zendesk.
How does this help?
- You can connect related records, making it easier to track linked issues.
- Admins can apply dynamic filters that allow lookup relationship fields to change based on the ticket’s current user, assignee, requester, or organisation.
- Agents have a clearer view of the bigger picture, so nothing falls through the cracks.
- Think of it as a way to weave your Help Centre data into a more interconnected and organised web, which improves data organisation and retrieval.
Content Blocks: Consistency Made Simple
If you’ve ever copied and pasted the same information into multiple articles, only to realise you missed one during an update, you’ll love this.
Content Blocks, which allow for reusable content snippets across multiple articles, are now enabled by default for all new and existing articles for Enterprise customers.
The benefits:
- Update a content block in one place, and it’s reflected everywhere it’s used.
- Say goodbye to outdated or inconsistent information across articles.
- Content management becomes a breeze, even as your Zendesk Help Centre grows.
Figma and FigJam Embeds: Interactive Design, Right Where You Need It
Content creators, rejoice! As of April 2025, you can embed Figma and FigJam files directly in your Zendesk Help Centre articles.
What does this unlock?
- Share clickable prototypes and collaborative visuals without leaving the Help Centre.
- Bring product walkthroughs, design previews, or collaborative boards into your self-service content.
- Make your documentation as interactive as your product.
This is perfect for onboarding, product updates, or giving customers a sneak peek at what’s coming next.
Content Tags: Organise, Group, and Discover
Let’s face it—everyone loves a well-organised cupboard, and your Zendesk Help Centre shouldn’t be any different.
Content tags allow you to group related articles by assigning shared tags, making it easier for users to find all the information on a particular topic.
Why you’ll love this:
- Users can browse curated collections of related articles to find answers faster.
- Admins can manage large sets of content more efficiently.
- Bulk operations mean less repetitive work and more time for strategy.
Tip: Use content tags for campaigns, product launches, or group troubleshooting guides.
Employee Service Suite: Supercharged Internal Support
If you use Zendesk Help Centre for internal support, the new Employee Service Suite features in the Stockholm and Code Monkey themes are worth a look. They bring powerful tools to streamline and improve your organisation’s service delivery to staff.
Approvals
Managing internal requests often means getting the right sign-offs at the right time. With Zendesk’s Approvals feature, you can now add structured, multi-step approval workflows directly into your request processes.
How it works:
- Built-in approval steps: Configure tickets so that certain actions or requests require approval from designated employees, managers, or other stakeholders before moving forward.
- Automatic notifications: Approvers receive notifications and can approve or deny requests with a single click, making the process quick and transparent.
- Real-time tracking: Both requesters and agents can see the current approval status and any pending actions, eliminating confusion and back-and-forth emails.
- Flexible workflows: Approvals can be set up for single or multiple steps, supporting everything from simple leave requests to complex equipment purchases.
This not only ensures compliance and accountability but also speeds up decision-making and keeps everyone in the loop. For a detailed breakdown, visit About approvals.
Service Catalogue and Requests
The Service Catalogue brings a consumer-like experience to your internal support. Instead of sifting through emails or guessing whom to contact, employees can simply browse a centralised catalogue of available services and make requests with ease.
- Intuitive catalogue: The Service Catalogue lists all the services your support teams provide. Think IT help, HR requests, facilities, and more–all in one place.
- Self-service simplicity: Employees can quickly search or browse services, view detailed descriptions, and submit requests through guided forms that capture all the necessary details up front.
- Request tracking: Once a request is submitted, employees can track its progress, view status updates, and communicate with support teams, all from a single interface.
- Custom categories: The catalogue can be organised into categories and tailored to match your organisation’s needs, ensuring staff only see the services relevant to them.
This approach not only streamlines the process for employees but also helps support teams manage, triage, and fulfil requests more efficiently. To learn more, see Using the service catalogue.
With Approvals and the Service Catalogue, Zendesk is making internal support faster, clearer, and more user-friendly for everyone involved.
Make the Most of Zendesk Help Centre Themes
These practical tips will ensure you’re getting the most out of these new Zendesk Help Centre features:
- Audit your Help Centre regularly: Outdated content is like a leaky teapot—no one wants it. Schedule regular reviews.
- Leverage featured articles: Promote what’s important, and change it up as your business evolves.
- Enable generative search: Let AI do the heavy lifting for common questions.
- Utilise content blocks: Save time and ensure consistency.
- Experiment with Figma embeds: Make documentation engaging and visual.
- Use content tags wisely: Create logical groupings that help users and admins alike.
- Stay accessible: Check your Help Centre with accessibility tools to ensure everyone can use it.
- Connect your data: Use lookup fields to tie related tickets and records together.
Remember, a great Help Centre isn’t built overnight. Think of it as a living, evolving resource that grows with your organisation.
Code Monkey
Stockholm
Looking Ahead: The Power of Regular Updates
Zendesk’s commitment to improving the Help Centre means you can expect even more enhancements in the future. The key is to stay curious.
- Check Zendesk’s release notes regularly.
- Participate in community forums to see how others are using the latest features.
- Don’t be afraid to experiment. Your users will thank you.
- Subscribe to the vendor’s product updates if you use a Zendesk Help Centre theme.
And a little secret to take the stress out of staying up to date: Premium Plus has your back. If you’re using one of our Zendesk themes, you can relax knowing we handle all updates for you.
We don’t just patch things up behind the scenes. We extend our themes with new features, keep everything running smoothly, and always let you know if something changes. So you get the benefits of the latest Zendesk improvements without lifting a finger.
A Helping Hand from Premium Plus
If you’re after a Zendesk Help Centre that’s not just up-to-date but truly outstanding, Premium Plus, Zendesk EMEA Partner of the Year, is here to help. Our themes are updated regularly to take advantage of the newest Zendesk features, offer extended functionality, and are easily customisable to match your brand. Plus, our team can fully customise your Zendesk Help Centre to your unique requirements. No one-size-fits-all approach here.
Curious about how your Zendesk Help Centre could be even more helpful?
Contact Premium Plus to find out how you can take it to the next level.
