This week I'm excited to announce a couple of changes around making your customers lives much easier.
reCAPTCHA has been removed from all logged-out request submission forms, and replaced with something completely no-touch for end-users. This means end-users will only see reCAPTCHA if and when they go through the user registration process.
[Update] After popular demand, if you'd still like to enforce reCAPTCHA on your account, you can do so by going to Settings > End-Users. When "Anyone can submit tickets" is enabled, you'll be able to see an option to enable reCAPTCHA.
We've removed the requirement for users to have to log in to submit a request if they already have a Zendesk profile, if your account allows for anonymous ticket submission. That means if a customer submits a request while logged out, but already has an account, they can "verify" their request submission by either clicking a link in an automatic email or by logging in. Until then, the ticket will be suspended to protect against spoofing until either the Customer or an Agent verifies the request.
When agents are setting up their direct line for Zendesk Voice, they can now add in their extension so Zendesk Voice can still call you.
We've temporarily disabled the option to "sync custom fields" when creating a JIRA sharing agreement. This option will be reinstated in the future.
Suspended users were still able to submit tickets if they did so from the anonymous ticket submission form (the form seen when submitting tickets while not logged in to Zendesk)
When the new & improved Highrise widget was on a page where it could not find a requester to search in Highrise for, we would attempt to present all contacts in your Highrise account. This was fixed earlier in the week.
In some cases Zendesk would attempt to append agent signatures to outbound Tweets. This wasn't intended and should no longer happen.
Zendesk Voice and Chat dropdowns in the Agent interface were impossible to interact with on the iPad. Now when you click on these areas in Zendesk, you can actually see the drop downs as expected.
Hope you enjoy this weeks round of updates, and look forward to any feedback you might have!