Release Notes Through 2018-04-06

Zendesk Support 

New

• Starting Friday, March 30th, we began rolling Skills-Based Routing out to most Enterprise plan subdomains in Support. This new business rule can replace countless triggers, groups, and views by enabling customers to automatically match tickets with the agents who have the right skills to handle them. You still use the same paradigm of agents pulling tickets from views, but Skills-Based Routing enables them to focus on just the ones they can best answer. This Limited Availability release is optimized for an admin to start setting up and testing new routing rules. In a few months, the feature will be further optimized for the agent experience, and it will be rolled out to all Enterprise customers in General Availability. For more info, check out the official announcement.

Fixed

• [Dashboard] Set "Agent" as the default selected Role in Settings -> Agents -> Create Agents

Zendesk Guide 

New

• Introducing Guide Enterprise
• Content Cues EAP now available

Fixed

• [Dashboard] Set "Agent" as the default selected Role in Settings -> Agents -> Create Agents

Zendesk Chat 

Fixed

• [Dashboard] Localised 'Serving' in Activity Breakdown withinAnalytics>Agent Reports. 
• [Widget] Update CSAT rating string when chat ends to 'How would you rate this chat?
• [REST API] Fix paginating when using prev_url for chats endpoint
• [REST API] Update docs for chat to include response.time.avg (previously documented wrong)

Zendesk Talk

Fixed

• Resolved an issue where scrolling in the dropdown list for IVR menus and voicemails would scroll the entire page.

Apps Marketplace 

 indicates the app is available for Zendesk Chat.

 indicates the app is available for Zendesk Support.

New:

• Sentimental Jessica - Lite Edition ()
  • Sentimental Jessica is your personal AI assistant!  Jessica tells you when your customer is happy :) or angry :(.  Jessica analyses the most recent customer comment to determine the sentiment of the customer & rates it on a whole number scale.  It can tell you if the tone of the message is angry, sad, indifferent or happy. It portrays it via an emoji in the ticket sidebar!
• Expiration Reminder ()
  • Expiration Reminder automatically tracks expiration dates for contracts, software licenses, insurance, employee certifications, etc. in Zendesk. Send automatic email and SMS mobile reminders when items are about to expire and manage them all in one centralized place.
• Sherpa Customer Info ()
  • Sherpa Customer Info show the corresponding customer and orders from the Sherpa order management system directly while on Zendesk Support tickets. You can directly click and open the customer or order in Sherpa to view additional information.
• ADManager Plus ()
  • ADManager Plus helps IT help desk technicians to create and manage Active Directory user accounts from within Zendesk.  With ADManager Plus, IT service desk technicians can create accounts for users in Active Directory, Office 365, Exchange Server, Skype for Business, Lync, and G Suite, simultaneously. They can also reset passwords, enable or disable, unlock and delete user accounts, right from the menu in Zendesk.
• Miuros Insights ()
  • Miuros Insights helps you make better decisions based on new insights.  Miuros Insights makes it easy to check how an agent, a team, or specific ticket type is performing with respect to the average, across the KPIs that matter to you. Discover trends, visualize their evolution over time, drill down and slice your data to make better decisions.  Equip your management and quality assurance teams with a tool that frees them up from complex and time-consuming data analysis.  
• Miuros Assist ()
  • Miuros Assist is the ideal AI-based assistant for large Customer Service teams handling thousands of cases every month. With Automatic Categorization and Macro Recommendation, Miuros Assist boosts your team productivity, speeds up agent onboarding and ensures faster and better replies to customers.  Miuros AI learns from past cases and keeps improving over time. It runs autonomously and can be quickly deployed, without involving your IT team. It works across all text-based communication channels (chat, emails, social media, texts) and is compatible with most languages.

Developer Platform

• Zendesk API Updates
• Web Widget Changelog
• SDKs:
  • Zendesk Support SDK V2 for Android
  • Zendesk Support SDK V2 for iOS
  • Zendesk Support SDK V1 for Android
  • Zendesk Support SDK V1 for iOS
  • Zendesk Chat SDK for Android
  • Zendesk Chat SDK for iOS

No updates this week for Zendesk Message, Zendesk Mobile Apps, or Answer Bot.