Support
- Stay Signed In checkbox on the login form will be removed on Nov 9, 2020.
Talk
Embedded Voice
- The launch of Embedded voice in Zendesk Talk was announced Nov 5. Embedded voice enables integrators to add voice support in the form of a ‘Call’ button into their mobile experience through our new Talk SDK.
Guide + Gather
New
- Backfilled updates to Management Permission group names derived from old User Segment names using “manager” term instead of the new “admin” term.
- Refined and documented the HTML format of user content in community APIs.
Fixed
- Autocomplete for Japanese characters have been fixed in the “Visible to” and “Author” fields of the Article editor.
- Added translations to a notification that was not localised.
Web Widget
- Changelog updated for October 2020
Answer Bot
- Answer Bot Web Widget as an available channel for support triggers
18 Comments
We can't see the Answerbot image but I have a question: does this mean we could create a trigger that gets a text like "speak with a human" and then change the channel to live chat?
Hey Oscar,
I think you might be looking more for something like the new Flow Builder (currently in beta). Check it out here:
Using Flow Builder to automate customer conversations (beta)
Best,
Amie
Recent update broke the Zendesk search bar, not sure if it was this update, however the behavior now is that when you try to filter your query, it erases your query... Quite annoying. Have tested on multiple browsers.
Additionally, changing the sort seems to also erase the query, rendering it fairly useless.
Fascinating, it only fails if you include quotes "around" your query..
Hi Scott Burnham,
Thank you for bringing up the search issue. We have deployed a fixed to this a few days ago. Could you please check your system again. If you are still seeing this issue let us know so we can look further into your specific issue.
Signed out, cleared cache, signed in, still an issue.
Hi Scott,
Are you still experiencing this issue? If so, it sounds like the best thing will be for you to get in touch with one of our support agents. You can either initiate a chat (probably the fastest route) or I can make a ticket for you - let me know what you prefer, or if you've gotten this resolved.
Yep, still broken.
I have put in a ticket, to report a bug with managing tickets on our ticketing platform.....
#6104140
P.S.: There's no way to talk with Zendesk by chat.. your article Nicole Saunders is very out to date.
Honestly I just expect to be ran in circles by both until I finally give up and just suggest a new software solution to our CEO/COO.. Crazy so many people working from home these days, but not actually doing any work.
Nope, all I got was instant deflection:
Thanks for reaching out to Zendesk. We ask that all non-admins or owners work first with their internal admin that maintain their Zendesk instance. This is the best way for you to get support, as your admin team knows the custom fields and system configuration in your instance, and has the permissions to make settings changes and review configuration. Failing that, please work with Zendesk Support over live Chat, rather than asynchronously. Just click here to log in and chat live with Support. If you don’t see live chat available, it means that your admins have opted to have you work directly with them. In this case, please work with your account admins and have them contact Support.
Thank you.
Best,
Daragh | Zendesk Customer Advocate
Changed the account to admin in hopes that they would do the work, no luck:
We’re currently working through a service disruption. We do appreciate your report - it will help us better understand the scope and impact of the incident. Our Engineering team is actively working to resolve this incident, and we will provide more information as our assessment and investigation continues. Our apologies for the inconvenience!
Jack S.
Customer Advocate
So NOW we have entered the running around in circles stage.
Hey Scott,
Sorry about the back and forth! I did some digging and it looks like a fix was pushed out yesterday to address the issue quotes breaking the search results. After doing a quick browser refresh can you confirm that search is working properly for you?
Let me know!
Hey that's great news! Let's hope it stays working ;)
Hi Scott,
I got my fingers crossed for you :) Let us know if the issue comes up again!
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