What's new in Zendesk: February 2021

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Check out what's new in the last month:

Also don't miss:

Cross Product

New Zendesk Suite plans offer a complete customer service solution that has everything you need to deliver rich conversational experiences—right out of the box. Suite plans now includes messaging that connects across web, mobile, and social apps in one place. See our announcement and FAQs for Zendesk Suite plans.
Updated product tray has a new look and includes product capabilities in the list when you hover over or select a product. See Switching among Zendesk products.
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Zendesk admins can now request subscription changes. You must have an eligible, sales-assisted account to make these requests. See Requesting subscription changes.
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Trigger categories is a new feature to help you organize your triggers. Trigger categories allow you to visually group triggers to make them easier to manage. See Creating categories to organize triggers.
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Guide knowledge base reporting enables you to understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. The dashboard can help you identify if customers are finding and viewing your articles, identify trends, and find out which articles receive the most votes. See Analyzing your knowledge base activity with Explore.
Redesigned user segments management UI now provides a more seamless experience with richer editing and previewing experiences. You can organize user segments based on tags, groups, and organizations. Now you can also add an individual user, that hasn’t met any filters, to the user segment. See Creating user segments for Guide user permissions.
The Guide Team Publishing dashboard for Explore helps you understand when Guide articles are created, published, and edited. Additionally, you can use the dashboard to help you understand how your agents are participating in the content creation process. See Analyzing Guide Team Publishing activity (Guide Enterprise).

Roles and advanced permissions are now available on Sell Enterprise and Elite. User roles help you manage who can do what in the system in a consistent way, and enable you to automate Sell configuration for users based on their role. See Setting up a role with advanced permissions in Sell.
Create sequence enrollment and add new leads to selected sequences, as well as being able to pull them out, using the API with public API and Zapier actions. This now allows you to automate parts of the sequencing process. See Managing leads in sequences via API and Zapier.
Updates to the Zendesk Sell-Support integration make it easier to create Support tickets, view complete ticket information, and streamline collaboration directly from Sell. See About integrating Sell and Support for an overview of customer communication in your company.

Zendesk messaging is now available to all Suite and Support + Chat customers. Zendesk messaging lets you create customized conversational experiences across web, mobile, and social channels. It's easy to automate and fast to scale for every customer need. See About Zendesk messaging.
Internet Explorer 11 is no longer supported in the Chat Dashboard. This deprecation only impacts agent usage, and does not affect Chat functionality for end users. See Zendesk Chat: Removal of support for Internet Explorer 11.

The new Shopify integration for Support and Chat apps display order information and customer details in the ticket interface and live chat interface. Order refunds and cancellations can be processed directly in the Support app. See Setting up the Shopify integration for Support and Chat.

The Trigger Categories API for the ticketing system lets you programmatically manage and organize the triggers in the account.
The Sequence Enrollments API for Sell allows you to automate parts of the email and task sequencing process. The API lets you both add and remove leads to sequences.

Here are a couple of exciting features coming up in Q1, 2021:

Embedded voice for Web Widget will enable you to configure a “call” button in your Web Widget to give customers a seamless, immediate way to get in touch without having to leave your website. Businesses no longer need to list a phone number in every country from which they want to offer voice support. Calls can now be launched directly from the Web Widget without interrupting the browsing experience. See here for more information.
Content Cues will be updated to allow more languages and easy access to in-depth insights.