App Marketplace updates
indicates the app is available for Zendesk Chat.
indicates the app is available for Zendesk Support.
New:
- Verified-Reviews ()
- Verified-Reviews specializes in the collection, mediation and publication of online clients reviews. Verified Reviews is a user friendly and an innovative solution which enables you to reach out your customers to know both their opinions about you and your products. Transform your reviews into Zendesk tickets and manage your moderated reviews directly in Zendesk Support.
- Macro Date ( ,paid)
- Macro Date helps you to use the strength of Zendesk's Macro feature, Due Date and Date Fields. Create a task to reopen a ticket in 3 workdays or automatically select the date in 2 months. Macro Date can automatically select a date in the future of past from a Macro. Use this to track things like warranty dates, delivery dates, maintenance dates, expiry dates, and more.
- Cancel Ticket Submit (,paid)
- The Cancel Ticket Submit app prevents ticket submission and allows an agent to review their ticket comments before submitting the ticket in Zendesk Support. This replaces the old unsupported "Oops" app. The following information is displayed when attempting to submit a ticket: popup modal with ticket comment text for verification and a cancel button to cancel ticket submission.
- Ultimate.ai ()
- Ultimate.ai guides your agents with real-time answer suggestions in Zendesk Chat and automates repetitive cases and actions completely. Ultimate.ai learns from your historical chat data to provide answer suggestions for your agents in real time. Instantly boost agent productivity in Zendesk; reduce average handling times (AHT) by over 30% and scale number of agent conversations per hour by over 25%.
Zendesk Chat
Fixed:
- [Dashboard] Remove input appearance for disabled name field in Profile
- [Dashboard] Show chat badge option in widget preview for customers using the integrated chat experience in the Web Widget/Chat Phase 4 accounts
- [Dashboard] Product tray now includes link to Sunshine from Chat dashboard
Zendesk Explore
New:
- [Dashboard Edition] When creating a dashboard, we have introduced a new 'preview' mode, which gives you the possibility to quickly verify how the dashboard looks before sharing it or publishing its latest changes.
Fixed:
- [Advanced Display Format] You can now format your charts using advanced layouts, as per these instructions.
Note
There were no changes to Zendesk Support, Guide, Talk, Connect, Answer Bot, Message and Mobile Apps this week.
3 Comments
Hi Craig,
I´ve the same feeling "Framework v2" means now we can press the last money from an company, even if the company is already on Enterprise / Suite plan, still many "Basic Feature" change to a charge option now.
Another Example is "Bulk Delete", to delete more as 30 Suspended tickets in one row, need install this paid app from Zendesk, so first their limit their default system, to let customer run into issue, then charge them to fix it.
Very very disappointing for such cases.
Tobias
Hi Craig and Tobias,
Thanks for your feedback here regarding the new paid apps.
I'd just like to point out that the apps you're referring to (Oops and Bulk Delete) were a part of "Zendesk Labs". These apps were previously built by employees of Zendesk (some of whom have moved on) and were never supported or maintained by Zendesk. Usually, these apps are the result of hackdays or even boredom. Many had bugs that were never fixed, and the apps themselves were not regularly updated or maintained, if at all.
Whilst the new apps are paid for similar functionality, they are fully supported by Zendesk and are actively maintained by a dedicated team. New features and enhancements are planned for many apps.
I can assure you that Zendesk has not deliberately limited any of our products in order to force customers into paying extra with app add-ons, nor will be removing the v1 framework for any similar reasons.
If you'd like to try your hand at migration to the new framework or if you have a developer on-hand, the source code for both v1 versions of 'Oops' and 'Suspended Ticket Bulk Delete' are available on the ZendeskLabs Github organisation:
https://github.com/zendesklabs/suspended_tickets_bulk_deletion_app
https://github.com/zendesklabs/oops_app
I hope this can clear up some of the "why" around these new apps, and what our position is going forward. But if you have any more feedback, please don't hesitate to leave it.
Regards,
Chris
Disappointing to see that a previously free feature (Oops) is being deprecated and replaced by an app that offers barely any additional benefits and is no longer free.
Craig
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