Release Notes Through 2020-07-10

 Zendesk Support

New

• Nothing new this week

Fixed/Updated

• Nothing new this week

Zendesk Chat & Message

New

• [Agent Workspace] The 'Chats' button, used for serving chat conversations, has been renamed to 'Conversations'. There is no change in functionality. 
• We are sunsetting Zendesk Message for Suite Customers on October 30th 2020. More information here

Fixed

• [Agent Workspace] Multi-Brand chat functionality is now supported on agent workspace.
• [Agent Workspace] CSAT field on tickets is now getting updated with Chat ratings.

Zendesk Answer Bot

New

• Nothing new this week

 Fixed/Updated

• Added missing title to Answer Bot iFrame for both desktop and mobile layout
• Fixed #ticket.id placeholder in Answer Bot triggers and ticket Id now gets inserted as a link inside the deflection email. 

Zendesk Web Widget

New

• None

Fixed/Updated

• Correct how Chat is initialised within the Web Widget (in response to an incident where the Chat Widget was unresponsive for a few customers).

• Links & structured messages sent by agents weren't wrapping correctly.

• Stop the department field from being hidden when the pre-chat form submits with only one department available.

• Alter the Web Widget margins top & bottom to be consistent within Chrome & Firefox browsers.

• Rename 'Whitelisted domains' feature to 'Allowed domains'.

Zendesk Explore

New

• Nothing new to report.

Fixes/Updates

• We are in the process of releasing an update to the Talk dataset to add additional fields. This will be complete in the coming weeks, more details to come soon. 

Zendesk Guide & Gather

New

• None

Fixed/Updated

• Fixed a copy bug in search settings where the count "1 Article" was pluralised as "1 Articles"

Zendesk Talk

New 

• French mobile numbers can be now be purchased from the phone number purchase user interface inside the product.

Fixed/Updated

• Nothing new this week.

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

New:

• MangoApps (Support)
  • MangoApps is an employee platform that combines popular applications like Intranet, workspaces, file sharing, knowledge management, messaging, training, recognition and more into one comprehensive portal.  Integrate MangoApps with your existing ZendeskSupport account and enable users to manage their customer tickets from inside of MangoApps, providing an integrated digital workplace solution for your employees.  The Zendesk module allows automatic fetching of tickets and posting those tickets as feeds in your project or group of choice adding the capability to respond to your customers and update the ticket status right from the feed.
• Telerivet (Support)
  • Telerivet is an instant text messaging platform for organizations anywhere in the world.  Telerivet makes it easy to seamlessly integrate text messaging with your Zendesk Support account. Your end-users can send support requests via SMS to a local phone number, which will appear as tickets in your Zendesk Support account. When your Zendesk Support agents reply, the replies will be sent as SMS messages from the same phone number.
• SAP Sales Cloud C4C (Support, paid)
  • SAP Sales Cloud C4C by LEAFWORKS helps you connect your SAP Sales Cloud instance to Zendesk Support.  Show data from SAP entities including accounts, individuals, customers, contacts, leads, and opportunities in the ticket sidebar.  Fully customize screens with fields from SAP, use special field types and labels to structure data, directly see the screens in the preview, and even search for SAP customers and link the profile to a Zendesk user permanently.