What's new in Zendesk: September 2021

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Check out what's new in the last month:

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Support

Added web widget activity to the audit log. Information about web widget enablement and configuration events are now included in the audit log. See Viewing the audit log for changes.
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Guide events in customer context are now natively supported. All accounts with an active help center can see Guide browsing and viewing events in customer context, without needing to use the Sunshine Guide Events app. Admins can configure which events are displayed. See Adding Sunshine user profiles and events to customer context.
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Choices for setting staff session timeouts have been expanded to help you manage account security. Choices now range from 5 minutes to 2 weeks. See Setting an inactivity time-out period.

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The Views page has undergone a design refresh as part of the larger effort to ensure visual consistency and design language. As part of this change, the More >> link in the Views list was updated to Manage views. See Opening a view.

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Status notification subscriptions have been expanded to include Sunshine conversations. To help you monitor your account status, you can choose to receive emails when a service incident related to Sunshine conversations affects your account. See Subscribing to status notifications for your account.

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Add social messaging buttons to your email notification templates to help your customers discover and connect to your social media channels. See Adding social messaging buttons to email.
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On average companies see significant improvements in agent efficiency after moving over to the Zendesk Agent Workspace, including:
- 10% faster replies to customers
- 35% faster resolutions of customer requests
Now you can search live chat and messaging conversations in the Zendesk Agent Workspace. Use Zendesk Support search to find information in live chat and messaging transcripts. See Searching live chat and messaging conversations.
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We've introduced an emoji skin tone picker to help represent our diverse and widespread user base. You can choose which skin tone to use when you add emojis to ticket comments. See Picking a skin tone for emojis.

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Zendesk provides more details about feature changes when you upgrade your legacy plans to Zendesk Suite. This ensures you get the features you need without any feature loss. See About feature loss.
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Zendesk has simplified how you purchase Zendesk Suite and Zendesk Support. You can directly buy either of these products with just an email address and payment information. See Buying Zendesk Suite.
Zendesk has made several UI improvements to the shopping cart to help self-service customers choose the best plan for their needs. This includes an option to choose between Zendesk Suite and Zendesk Support, information about the account you used for your trial, and a Get Help button to chat with a Zendesk representative. See Buying Zendesk Suite.

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Assisted-online customers can now use the shopping cart to upgrade their legacy plans to Zendesk Suite. They don’t need to contact Zendesk Customer Support to make the change. See Upgrading legacy plans to Zendesk Suite.

Legacy Sell accounts are being connected to fully integrate the Zendesk platform and the original Sell systems, to enhance security and compliance, and so you can access the very best of Zendesk. You must connect your legacy account to the Zendesk platform by November 5, 2021. See Connecting your legacy Sell account to the Zendesk platform.
Add a task in your call summary after finishing a call in Sell. To help plan your next steps and create an effective workflow while logging your call, you can now add a task and assign it a due date and time. See Using calls and text in Sell Voice.
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Sell's updated navigation bar is now available across all accounts - The final phase of this rollout means that you can now take advantage of your entire screen and see more of your smart lists without scrolling. It also brings Sell's navigation in alignment with the rest of the Zendesk products. See Navigating Zendesk Sell.
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