Release Notes Through 2018-06-02

Zendesk Answer Bot 

Updated / Fixed

• Fixed a bug where the name of the agent who created the ticket on behalf of the requester was showing in the agent interface, instead of the requester.
• Fixed translation and truncation issue for "It's related but didn't answer my question" when selecting "No" in the Answer Bot pop over.
• Added ability to close the Answer Bot Web Form modal using the ESC key, as well as a close "x"

Zendesk Talk

New

• For Request a Callback from Web Widget LA: Widget configurations in the Talk admin settings are now grouped by brands (if multiple brands are present) and can be filtered by brands.

Fixed

• Resolved an issue where IVR data was overwritten in Insights when inbound calls routed through IVR, reached a queue and then choose to request a callback from queue.
• Talk Feedback is now working again!
• Resolved an issue where you couldn't transfer a call to a number belonging to a non-Talk agent.

 

Apps Marketplace

 indicates the app is available for Zendesk Chat.

 indicates the app is available for Zendesk Support.

New

• Search and Trend issues by Cx MOMENTS ()
  • Search and Trend issues by Cx MOMENTS instantly finds and trends Zendesk Support tickets that contain specific customer issues. No more reading tickets manually over the weekend to find evidence of problems you are trying to escalate. In just one click you will be able to discover how a specific issue is trending, save and share your search results with other teams, export all related tickets in one click.  Cx MOMENTS Search and Discovery not only finds the tickets themselves, but also trends their volume over time, together with the associated customer satisfaction ratings.
• Locator ()
  • Locator is a nifty app that helps you see the location from where the ticket requester submitted the ticket from.  The location of the ticket requester is displayed neatly in a sidebar app on a map image with the requester's local current time as well.

Support Apps now available for Chat:

• BrightReps Sidekick ()
  • BrightReps Sidekick enables customer support teams to build, use, and measure their process flows in a streamlined way. From the Admin Portal managers can build, download, and publish their process flows for reps to follow right from the Zendesk Chat window.  Sidekick is your knowledge base of processes that is searchable and suggests workflows based on ticket criteria.
• Agent Scripting ()
  • Agent Scripting by Zingtree is extremely handy for companies that offer live support, as it allows your agents to have interactive, standardized scripts to follow. You can create your own custom scripts using the tools at Zingtree.com, and the Agent Scripting App makes them appear in the sidebar in Zendesk Chat. Plus, you get handy reports on how your tree is being used.

Zendesk Support

 New

• Real Attachments is now GA. Learn more here.
• Sender Authentication (DKIM) is now GA. Learn more here. 

Zendesk Chat & Message

New

• Web SDK v1.4 Learn more

Fixed

• [Dashboard] Fix bug when a Zendesk Support agent language that is set is not being reflected in the top bar app
• [Dashboard] Fix widget offline form settings based on the Lite plan restrictions
• [Dashboard] Updated copy for authenticated visitors secret regeneration that it may cause authenticated visitors to be disconnected from the widget for up to 5 minutes 

No updates this week for Zendesk Guide or Zendesk Mobile Apps