Release Notes Through 2020-08-28

Zendesk Support

New

• Omnichannel Composer in Agent Workspace is launching incrementally on 8/31. All Agent Workspace customers should be able to experience this by the end of September 2020. Here's the article. 

Fixed

• None

Zendesk Chat

New 

• [Explore] Support for real time Chat metrics in Explore dashboards for accounts on the newly announced Explore Enterprise plan
• [Agent Workspace] Notification list  has been rolled out and available to accounts opted into the Agent Workspace
• [Agent Workspace] Facebook Messenger & Twitter Direct Message has been rolled out and available to accounts opted into the Agent Workspace
• [Agent Workspace] Accounts on Suite subscription and WhatsApp, LINE or WeChat integration via Channels Integration will get the new, enhanced experience on opting into Agent Workspace. Learn more.
• [Agent Workspace] Auto translations (for Live Chat) is now available in Agent Workspace through a closed EAP, Agents part of the EAP will now be prompted to translate a conversation which is not in their native language. Both Agents and will be able to toggle between the translated and the original languages.

Fixed

• [Dashboard] References to Chat-only role has been replaced with Contributor role
• [Chat Apps Framework] Fixed currentUser API to not fail when Zendesk Support email address is empty

Zendesk Message

• No updates. 

Zendesk Explore

New:

• Nothing new to report

Updates:

• Nothing new to report

Zendesk Web Widget

New

• None

Fixed

• Web Widget can request any Ticket forms regardless of brand via API.
• Contact form not showing in the Web Widget when Ticket form is enabled but no forms are available.
• Help Center toggle not visible within Web Widget settings for secondary brands.
• Instructions on how to install the Web Widget snippet updated in the onboarding modal to be consistent across all areas of the product.
• Fix sizing of labels for offline form within the Web Widget on non-responsive sites.

Zendesk Answer Bot 

New

• None

Fixed

• None

Guide + Gather

New

• Flexible columns in Guide article list fully rolled out to all customers

Fixes:

• Fixed the issues in Guide article list with list results not visible after choosing category filter and  few minor bugs related to list titles

Zendesk Talk

New 

• Nothing new this week.

Fixes/Updates

• Nothing new this week.

Zendesk Sunshine

New 

• Nothing new

Fixes/Updates

• Nothing new

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

• Returnly (Support)
  • Returnly is the only return solution that lets customers get the right item before returning the wrong one. With Returnly, your customers are issued instant credit to shop your site after completing a return. When a customer converts, Returnly pays for the new order and takes the risk so it can be fulfilled even before the return ships back, creating an amazing experience while streamlining fulfillment and returns at scale.  Returnly also provide returns management tools as well as hosted and fully brandable end-customer touchpoints like order and return package tracking and self-service returns and exchanges. Returnly’s Zendesk integration helps your team be more efficient and effective by using fewer tools and more quickly answering questions about customer returns. Simply add the Returnly app to access return merchandise authorization (RMA) details from Zendesk Support tickets.
• Height (Support)
  • Height is powerful task management for the whole team.  By connecting Zendesk to Height, you can automatically track progress and communicate updates with your coworkers.  You can create new Height tasks directly from a Zendesk ticket, making it easy to file bug reports or share feedback with the team.  You can also link existing Height tasks to Zendesk tickets. For example, if there's a support email about a known bug, you can link that ticket to the existing task in Height to keep track of it.  Once a ticket is linked to a Height task, the tasks will show up in the apps side panel with key info, including assignees and status. When there are new chat messages on the linked task, or its status changes, you'll seem them on the Zendesk ticket.
• Agent AI Helper (Support) (Chat)
  • Agent AI Helper empowers your agents with smart suggestions and in-context assistance.  Help your customer support agents work faster and smarter with contextual reply suggestions and knowledge assist. No upfront investment required. Works out of the box, no need to spend weeks training complex AI models.  Smart reply suggestions contextually suggest relevant macros and replies to a given customer message. No macros? No problem! Agent Helper goes far beyond macros by picking up patterns in how your agents responded in the past and constructing relevant reply suggestions.
• AVOXI Genius Cloud Contact Center (Support)
  • AVOXI Genius Cloud Contact Center automatically create tickets in Zendesk to increase efficiency and improve resolution time.  AVOXI's Zendesk contact center integration simplifies your team's work so they can spend more time on the things that matter.  Automated ticket creation means you will never miss a support request with automatic ticket creation in Zendesk.  Access call recordings within Zendesk to understand first-hand details of any ticket.  Automating activities gives your agents more time to focus on the work that matters and allows for more accurate ticket tracking and reporting