- Improved dashboard load time and bandwidth
Redesigned Agent Experience EAP
- Fixed an issue with desktop notification firing incorrectly after the agent refreshes the Dashboard
- We're introducing a new availability state for agents called Away. Different to Online and Offline, Away means that the agent is currently not available to take calls; for example, they could be on a break. These calls will go into the queue for an agent who is available to answer. Check out the announcement here.
- Talk greetings page has gotten a makeover, making it more look more consistent with other areas of Talk. Apart from updating the look we’re also adding in some great new features to help you manage your greetings that you can read about here.
Incremental Export APIs
- The Talk team is very excited to announce the release of our own set of Incremental Export APIs. Following on in the footsteps of Support and Chat, customers will now be able to pull historical reporting on inbound and outbound calls from their Zendesk Talk instance. Documentation is available on developer.zendesk.com.
- We introduced a change to the Talk Dashboard permission in Zendesk Support.
indicates the app is available for Zendesk Chat.
indicates the app is available for Zendesk Support.
- Zentree lets you crate easy to build interactive decision trees for your agents directly inside Zendesk Support! Create trees for your agents for a nearly endless number of other situations where a structured step by step approach will help you getting closer to your goal. Make your agents faster and mor self-confident, as they know they will be guided step by step through the process that you've set.
- Rezo is an AI-Powered Platform empowering customer service with automation. Rezo places your customer support on autopilot by - understanding conversations and intents - driving automated resolutions - simplifying workflows and operations - seamlessly integrates with your backend systems. Automatically suggest answers for tickets for your agents and let them answer customers with a single click to copy the reply suggested by Rezo into the ticket comment.
Gus Chatbots ()
- Gus Chatbots designs and implements tailormade Chatbots (Virtual Agents) that help brands with automating up to 90% of customer queries without the need of an agent, increasing sales, and improving customer experience. Connect Gus Chatbots with Zendesk chat and let the bots answer your customers commonly asked questions and let the actual agents deal with the tougher questions that require their expertise.
There were no changes to Zendesk Message, Connect, Explore, Support, Answer Bot and Mobile Apps this week.