This week, we're very excited to announce the introduction of Agent Collision to Zendesk, the return of our weekly video (I've been on vacation!) and some fixed stuff.
What is Agent Collision?
You've probably seen this scenario before. You're working on a ticket, selecting the relevant fields, making a comment, and then you hit submit. Zendesk tells you that someone else has updated the ticket while you've been working on it. Annoying, right? That's a collision, two agents working on the same ticket haven't seen each other doing so, and have updated the ticket.
Agent collision is available to Plus+ plan customers only.
Know exactly who's viewing tickets
There's now two ways you can see when other agents are viewing tickets. When you're in a table styled View, we'll display a small triangle on the corresponding row for the ticket being viewed, as well as being able to see exactly who is viewing the ticket in the ticket hover.
Secondly, you'll be alerted on a Ticket page itself, in near real-time, when someone else is viewing that same ticket.
Be alerted when a ticket you're working on has been updated Previously you would have to submit your changes to a ticket before being alerted of someone else coming along and making changes before you. Now, Zendesk will be able to tell you if a ticket has actually been updated before you go ahead and submit the changes.
A warning appeared to customers downgrading from Plus+ to Regular, stating they would lose forum categorisation. This is not the case, Regular customers will not lose forum categorisation. The message was removed.
Paglo widgets users will notice a name change. Paglo was bought by Citrix, and as such was renamed to GoToManage.
Very occasionally on a search results page, Zendesk was showing an incorrect value in the number of results returned on the page. Zendesk will now show the correct number corresponding to the amount actually returned.
When using the Follow-up feature on a closed ticket, without a subject line, Zendesk was throwing an error. This was fixed during the week.
In a table View that displayed the 'Due Date' column, Tasks due today were showing '12:00'. They will now display 'Today'.