App Marketplace Updates
(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
- Zenloop connect (Support)
- Zenloop connect helps you enhance and automate the process of collecting feedback from you customers. With Zenloop your customer answers are reflected directly in Zendesk ticket. You can collect additional feedback by sending email with Zenloop survey triggered by ticket status change.
- Iris with PagerDuty (Support)
- Iris with PagerDuty surfaces any outage or incident in your infrastructure that is causing support tickets. For every ticket, Iris will show if there are any matching ongoing incidents in PagerDuty using Iris's novel machine learning platform. This can help you resolve tickets more quickly, estimate the support impact of every outage in your infrastructure, and proactively manage customer support, manage customer expectations and build customer loyalty.
- Hourglass (Support)
- Hourglass offers an accurate time tracking solution that automatically and in a non-obtrusive way, tracks all of the time agents spend on tickets in Zendesk. Track which agent worked on a ticket as well as the length of interactions and ticket activity. Easily identify time-consuming issues, complicated tasks and customers with complex queries. No configuration, set up or third party login required. Just install and you are ready to go. The app will fit into your team’s workflow seamlessly.
- Ticket Checklist (Support, paid)
- Ticket Checklist allows your agents to create checklists inside tickets in a more simple, productive and secure way. Available on five different languages (English, German, French, Spanish and Portuguese), it provides a built-in experience inside Zendesk Support. Features include things like the ability to add, inline-edit, remove, order and filter checklist items, automatically tag when the checklist is completed, prevent tickets from being closed, enabling checklist for specific ticket types and more.
- Maqsam (Support)
- Maqsam is the friendliest and most reliable telephony solution for startups, SMEs, and growing businesses in the Middle East, North Africa and beyond! Get the most seamless marriage of cloud-telephony, support desk and CRM with Maqsam's Zendesk Talk Partner Edition App. Make and take calls right from Zendesk, no additional hardware or apps needed! Detect incoming calls and pop-up your customer's profile & opens a new ticket auto-magically, before your take the call. Log all customer interactions and conversations with high-quality recording right in place and more.
- Nothing new this week
Changes / Updates
- [Query library] We have introduced the possibility to select what columns (query properties) are visible. The intention is to make it easier for you to find the right query by selecting the properties that matter most to you. You can select any of the following query properties: dataset name, last updated date, creation date, creator name and visualization type.
- [Dashboard builder] We have enriched the "add query" modal to help you find and add the right queries. You can now sort by name or last updated date, and you can add queries in bulk to your dashboard.
- [Long queries] When executing a complex query that exceeds the 2min timeout, we are now displaying a more intuitive error message.
Guide + Gather
- The matching users preview for user segments has been updated to include agents also for segments of type “Signed-in users”
- The author and owner filters in Manage Articles now displays user email in addition to user name
[Chat Widget] Added support for Android 10+ devices using Firefox
- Integrating new Facebook pages has been disabled.
- Added support to attach files and documents to tickets on iOS and Android
- Added multitasking support for iPads
- Minor bug fixes and enhancements
- Sunshine Conversations: Multi-Party Conversations (Early Access Program)
- Nothing new
No new updates from Sunshine Conversations, Talk.