- [Query Builder] In order to help you better understand the impact of changes you are making, we have added in the Query Builder the list of dashboards in which that query is being used. This will help you quickly see what dashboards will be impacted by your changes. Note - impacted dashboards will need to be re-published for these changes to be visible.
- Call Recording Permissions: The caller can opt-in or opt-out of a call recording by pressing 3 on their keypad. Additional information can be found in this article: https://support.zendesk.com/hc/en-us/articles/360040884114
- Agent recording controls: Agents can pause and resume the recording of an active call. Additional information can be found in this article: https://support.zendesk.com/hc/en-us/articles/360040651594
- Recordings were pausing also in the case a transfer was canceled after consultation. This does not happen any longer.
- Stella Live Chat Module (Support)
- Stella is an enterprise-grade chatbot builder for developers and marketing talents to build great conversational experience on WebChat, Facebook Messenger, WhatsApp and WeChat with their customers and fans. By installing this app to Zendesk, your team will be able to communicate with customers via official WhatsApp Business API provided by Sanuker team.
- Polytomic (Support)
- Polytomic automatically attaches internal customer context to your support tickets and chats, so your agents don't have to hunt for it. Using Polytomic you can pull data from any internal source (including services like Amplitude, ShipBob, and all major SQL databases) and display it instantly alongside your Zendesk Support tickets.
- Finn AI Virtual Assistant (Support)
- Finn AI is an award-winning Virtual Assistants for banking and delivers the best customer experience and a clear return on investment. As the world’s only banking-specific conversational AI platform, Finn AI works with innovative retail banks and credit unions around the world to deliver Virtual Assistants specializing in digital self-service and customer acquisition that rival the biggest banking players. Finn AI provides optimized, out-of-the-box support for over 500 of the most common banking tasks and questions determined using real-world data about bank and credit union’s top contact drivers. Integrate Finn AI with Zendesk Support or Zendesk Chat and let Finn AI answer your customers questions automatically.
- Chattermill (Chat) (Support)
- Chattermill helps you get actionable insights from customer feedback. With Chattermill your whole team gets instant access to insights hidden in customer feedback. Chattermill uses cutting-edge AI to give your team real-time insight into what your customers are saying, giving you the power to create superior products and deliver exceptional service. Aggregate all your customer feedback and conversations in one place with dozens of prebuilt integrations, understand ticket topics / reasons for contact, and even sentiment for each of the topic discussed, and more.
- We have a new feature for Custom Object endpoints: an X-Rate-Limit-Remaining header. Check Custom Objects documentation for details.
- We have added Sell Object Types for relationships: zen:lead, zen:contact, zen:deal. Check Custom Objects documentation for details.
- Answer Bot extended language support
Chat + Message
- [Web SDK] v1.11 released to support customers using departments and the new Agent Workspace experience. Learn more
Nothing new from Support, Sell, Guide + Gather and mobile apps.