This week we have a few exciting features released. First though, we have a notice for everyone:
Forums statistics feature is now available only to Plus+ and Enterprise accounts. We had a bug which gave Starter and Regular accounts access to the forums statistics feature. Sorry for the inconvenience.
We've added topic suggestions to ticket submission! This means that when one of your customers is putting together a ticket, we'll suggest forum topics from your forums that may help the customer with their request. This is done using "soft" topic suggestions currently, whereby we won't interrupt their ticket submission flow by adding a barrier to submission. You can turn this feature on under Settings > Channels > Web Portal
You can now sync custom fields using Ticket Sharing. During agreement creation, simply select that you would like to sync custom fields and then any custom field that share names and values between accounts will have those fields synced.
You can now search for your words in Dynamic Content. If you have a string you know you added recently but can't remember where, just go to Manage > Dynamic Content and you'll see a search bar you can use.
We've added a Target for Flowdock which allows you to send events of interest straight to Flowdock, making it easier to collaborate on tickets.
IE users were experiencing an odd case where Zendesk would occasionally offer a file download rather than rendering the page. This was unintended and resolved.
If the Pivotal Target failed for some reason (such as an incorrect project ID) it would do so silently. We've now made this a little more verbose when failing so you can work out why it's not working a little easier.
CSV exports had some formatting problems, which should now be resolved.
Tag auto-completion for our mobile applications was not working as intended, but is now resolved.
Zendesk would not remember the order of views and macros, this was resolved during the week.
If someone sent an email into a Zendesk account which had a ticket identifier in the subject or body of the email, we try and associate that email with the ticket referenced. Unfortunately this sometimes meant that, if the Ticket ID was that of a closed ticket, we would create a new ticket and make a follow-up relationship between the two - despite the requesters not matching. We've changed this, so now we will only create follow-ups for closed tickets if the requesters match.