Release Notes Through 2019-08-23

Zendesk Guide

New:

• None

Fixes/Updates:

• Solved an issue where Content Cues would not load related tickets.
• User Segment preview was improved to include organization tag based matching users.
• Solved an issue where new_request links would be shown to agents when ticket_form_id was set.

App Marketplace

(Support) indicates the app is available for Zendesk Support.

(Chat) indicates the app is available for Zendesk Chat.

New:

• WooCommerce by CRM Perks (Support)
  • WooCommerce by CRM Perks helps you to connect your Zendesk Support account with popular e-commerce platform, WooCommerce.  Displays customer's orders and products purchased from WooCommerce in Zendesk ticket. You can even automatically create a new ticket in Zendesk when an order is placed via WooCommerce.
• MadCap Connect (Support)
  • MadCap Connect helps you publish MadCap Flare content directly to Zendesk Help Center with just a few clicks.  From authoring, publishing and translation, to cloud-based collaboration and content management, to contribution and review in the cloud, streamline content delivery and manage the entire content development lifecycle with MadCap Software. 
• WooCommerce Orders (Support, paid)
  • WooCommerce Orders by MakeWebBetter connects your WooCommerce store to Zendesk Support and displays customer order information when working on Zendesk Support tickets.
• DataGrail (Support)
  • DataGrail is the only platform purpose-built for sustained data privacy compliance, including European (GDPR), Californian (CCPA), and forthcoming regulations. DataGrail gives users the ability to perform access and deletion of personal data seamlessly across Zendesk and 100+ business systems by removing the need for time-consuming, error-prone manual workflows.  The platform also continuously monitors data flows through the business, including automatic discovery and inventory of new systems that have personal data. 
• Tempo (Support)
  • Tempo, the #1 time tracking app for technology workers in Jira, is now available for Zendesk Support.  Start to work and a real-time activity tracker automatically starts when working on Support tickets. When you finish, a log work form appears to complete the time record and the work can be categorized as billable or non-billable.
• BuscaCep (Support)
  • BuscaCep is a nifty tool that helps you validate your users' physical addresses in Brazil so you can ensure the information provided by your customers are accurate.  You can enter an address to validate if it exists and also copy the corrected address (in case someone provides a bad address) into a ticket comment with this app.
• Lokalise (Support) (Chat)
  • Lokalise for Zendesk Support and Chat helps you translate messages received from your customers while you chat with them or work with them on Support tickets.  Lokalise automatically detects the language of the chat and instantly translates incoming messages to your base language.  To send a message back in the customer's native language, simply type a response in the sidebar app. The response is translated to the chat language and is sent to the user.
• Narvar's Track Connect & Care (Support)
  • Narvar’s Track Connect & Care app improves efficiency and productivity for care representatives and provides a better overall experience for your customers. The app triggers case generation for order or shipping incidents and uses Narvar’s data on over 7 billion consumer interactions to help quickly identify the issue and assist in troubleshooting.  Customer care reps can use the advanced look-up functionality to expediently find relevant Narvar shipping data for any order in question, regardless of how the consumer chooses to reach out.
• Reply From (Support)
  • Reply From has been created to help all the people who handle an instance with many groups and brands who need to have complete and easy control of the email addresses used to speak to the clients.  Change the email address used in an existing ticket, choose the right email address when you are creating a ticket, define rules for each Group to help your agents in choosing the right email address to use and more with this handy app.

Sunshine

Objects

Public - New

Public - Fixed

Added a link inhttps://developer.zendesk.com/rest_api/docs/sunshine/resource_typesto a new article explaining schemas in much more detail. Removed info that isn't strictly accurate. A bug was fixed that allowed end users to access records if they new the UUID of the record and requested it in an array.  Previously, a request to the endpoint `DELETE /api/sunshine/objects/types/{key}` could succeed even if the object type was the source or target of a relationship type. Now, the response code is 412 Precondition Failed.

 

There were no changes to  Zendesk Chat, Zendesk Message, Zendesk Mobile Apps (Support & Chat), Zendesk Explore, Zendesk Talk, Zendesk Support