- We've launched the Tag Reporting Improvements EAP, which will enable you to better report on the data that matters to you based on the presence and/or absence of tags. More information about this EAP: see announcement.
- [Week localization] When creating calculated metrics or attributes, we're now localizing the WEEKDAY_NUMERIC function. Days of the week are now based on the users' locale as defined in their Support profile.
- SmartConnect (Support)
- SmartConnect by eOne Solutions gives you two-way integration between Dynamics 365 and Zendesk customer and ticket data. Integrate Zendesk and Dynamics 365 Sales using a combination of bulk and scheduled processes to keep your CRM and help desk data in sync. Decide which components of each system should be synced with the other using the provided integration maps. Any of the mappings can be changed or configured once the integrations are imported into SmartConnect, so additional fields can be included or even new maps can be added to fit specific needs.
- Solvvy (Support)
- Solvvy uses the power of AI to help your customers self serve and directs them to the right support channel using contextual and customer data. Solvvy uses machine learning to train on your historical ticket data and natural language processing to detect your customer's intent. The Solvvy app for Zendesk can be integrated in a matter of hours with no engineering effort with a simple, one-time integration.
- Agent Dashboard (Support)
- Agent Dashboard provides real-time metrics, analytics, and broadcast alerts for agents. Pin real-time metrics based on views to the top bar, embed and dynamically filter your existing dashboards (Looker, Tableau, etc.) for the logged-in agent, pull from multiple data sources to present advanced, custom metrics. Share important news and reminders to your team with broadcast alerts. Agent Dashboard runs 100% natively in your Zendesk environment. It does not connect to any external servers, and none of your Zendesk data will be collected.
Nothing new from Talk, Support, Chat, Sell, Guide, Gather, Sunshine and mobile apps.