Check out what's new in the last month:
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Support
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A new Triggers page design is available in Support to improve trigger sorting and accessibility. You can sort triggers by clicking a column heading in the triggers list. The Reorder page button has changed to Edit order. It's a new name, but performs the same function. See Reordering and sorting triggers.
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- Zendesk has changed CAPTCHA support from Google reCAPTCHA to Cloudflare's bot detection and management software to effectively catch malicious bot traffic and reduce friction for users who have to solve CAPTCHAs when submitting tickets or signing in. No action is required on your part. See Managing end-user settings.
Guide
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Flexible columns in Guide article lists enables you to add up to six new columns from a choice of nine. Updates for a more navigable interface have been added for better search capabilities. See Using article lists for different views of your knowledge base content.
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Explore
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Explore Enterprise, our newest Explore plan, is now available. Explore Enterprise builds on the features of Explore Professional to give you real-time access to the business information you need and advanced sharing capabilities. Features include:
- View a pre-built live dashboard showing real-time information for Support, Talk, and Chat.
- Add your own live data widgets and filters to your dashboards.
- Share dashboards with anyone, even if they don't have a Zendesk account.
- Schedule dashboard deliveries with end users as well as agents.
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Sell
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Agents can create shared and personal email templates for contacts and deals. See Creating and editing email templates.
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Sequences has a new widget and the sequence states have been updated: "on-hold" has changed to "blocked" and "finished" has changed to "completed". See Sending an email sequence to leads in Sell.
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Zendesk Agent Workspace
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Facebook Messenger and Twitter Direct Message (DM) social messaging channels are now supported in the Zendesk Agent Workspace. See About social Messaging channels in the Zendesk Agent Workspace.
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- You can migrate WhatsApp, LINE, and WeChat social messaging channels set up in Support > Channel integrations to the Zendesk Agent Workspace. Channel migration occurs automatically when you enable the workspace. See Migrating social messaging channels to the Zendesk Agent Workspace.
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An updated, flexible message composer is available in the Zendesk Agent Workspace. This channel-switching composer enables agents to work seamlessly across a variety of channels. Agents can work equally well with all types of messages, including social messages, chats, emails, and internal notes. See Composing messages in the Zendesk Agent Workspace.
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A social messaging notifications list is available in The Zendesk Agent Workspace to keep you on-track with your social messaging customers. The notifications list is updated when a new customer message comes in to one of your social messaging tickets, but you don't have the ticket open in the workspace. It's a valuable tool to help you manage your social messaging conversations and quickly reply to requests. See Using the notifications list to manage conversations.
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You can enable secure chat attachments in the Zendesk Agent Workspace. The name of the Attachments setting for private attachments in Admin > Settings > Tickets has changed from to Require authentication to download to Enable secure downloads. See Enabling secure chat attachments in the Zendesk Agent Workspace.
Admin Center
- The Sandbox interface in Enterprise accounts moved to Admin Center to provide a smoother experience for managing and interacting with your sandbox. See Testing changes in your Standard sandbox (Enterprise).
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The Premium Sandbox interface, available as a Support Suite add-on, has been enhanced to provide an easy way to manage your sandboxes in Admin Center. You can add, delete, and update sandboxes quickly, all without needing Zendesk Customer Support. See About the Premium Sandbox (Enterprise add-on).
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Security
- To configure your firewall for use with Zendesk, you can use the Zendesk API to get an up-to-date list of the main Zendesk ingress and egress IP addresses. The endpoint doesn’t require authentication so you can use it in a web browser. See Configuring your firewall for use with Zendesk.