Release Notes Through 2020-01-31

Explore

New

• [Dashboard Scheduling] By popular demand, you can now schedule dashboards with both Support groups AND individual Support agents!

Fixed

• [Result manipulations] We've fixed metric filters - apologies for any inconvenience

Chat

Fixed

• [Dashboard] Update operating hours schedule input fields to be more accurate, will now show "12:00AM to 11:59PM" for 24 hour schedules

Sell

New

• Many sales teams work with new leads, contacts, and deals using a structured process where the leads, contacts, and deals are evenly allocated to members of a team or .a specific role. With Round Robin feature you can now automate that in Sell

Support

New

• The Enhanced Field Requirements feature for Conditional Ticket Fields is now GA. Since launching CTF, we’ve received a lot of great feedback from the Zendesk community. CTF users love the smooth migration process, intuitive interface, first-class public API support, and the ability to use conditions in the mobile SDK and Web Widget.

• One area that the community had expressed a desire for more control is around conditional field requirements. CFA allowed customers to specify conditional fields for agents as “required on submit” while CTF currently uses the standard “required on solved” setting. The Enhanced Field Requirements feature gives customers the ability to require conditional fields on submit as well as on specific statuses, and not just “on solve”.

• This functionality ensures that admins can consistently get the data they need, only when needed, maximizing data capture and agent efficiency. Importantly, the Enhanced Field Requirements EAP means that CTF has complete parity with CFA and improves upon the app in several ways.

Guide + Gather

New

• Email-notifications from @mentions in Gather communities and Guide article comments have been updated to have a new subject:

  You've been mentioned in "<Post/article title>" by <author>

• New locales enabled in Help Center:

  • German (Germany) - [de-DE]

  • French (Morocco) - [fr-MA]

  • French (Côte d'Ivoire) - [fr-CI]

  • Greek (Cyprus) - [el-CY]

  • English (Malta) - [en-MT]

Fixed

• Fixed an issue in which articles could be accessed even though their category was in draft state.

Talk

New

• Announcing IVR Group Routing:
  • Ability to assign multiple groups to an IVR route. This means that, when routing a call via IVR, if no agents in the primary group are available, calls are automatically routed to specified overflow groups to prevent sending callers to voicemail. This functionality is available to Zendesk Talk Professional and Enterprise customers. Here is the formal Product Announcement. 
• Improved version of the Deletion API for Talk Recordings:
  • The improved version of the API enables Customers and Partners to select and delete recordings based on the type (Eg. Call or Voicemail). More details can be found here.

Fixed

• A bug preventing the addition of transcriptions to voice comments in some cases has been fixed.
  

App Marketplace

New

• Botfuel Answers (Chat)
  • Botfuel Answers allows you to create an AI sales assistant and connect it to your Zendesk account. By connecting your Botfuel Answers agent to your Zendesk account you will be able to bet a head start with a knowledge base tailored to user requests in your industry.  Customize which requests you want to respond to, the content of your responses, and the response behavior, such as follow up questions.  Configure the behavior of your AI agent in special cases, for example when you would prefer to hand over the request to a human agent.  Keep an eye on the bot's KPIs in the dashboard, such as the number of requests, users, handovers, user satisfaction, etc.
• Obie (Support)
  • Obie creates a single source of truth for all your knowledge base, wikis, and documentation. Reduce repetitive questions, increase first call resolution and accelerate support.  Connect Zendesk Guide, Google Drive, Confluence, Salesforce, Trello, Jira, Dropbox, Evernote, Box, ReadMe and GitHub for effortless access to the information you need to enable best in-class support.
• Hero by Vivun (Support)
  • Hero by Vivun provides sophisticated tools for managing presales teams, identifies features the market wants and automatically alerts salespeople when new releases bring opportunities back to life. Hero by Vivun’s Zendesk app allows support agents to stay closely connected with their product management teams by understanding the development status of product gaps, capturing the needs of customers from a product capability point of view, and gaining visibility into previously recorded account and opportunity gaps in relation to the agent’s customers and users

Nothing new from Sunshine and mobile apps.