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Check out what's new in the last month:
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Support
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Create and manage webhooks in Admin Center. Use webhooks to send HTTP requests to specified URLs in response to events, such as triggers or automations firing in Zendesk Support. You can also convert your HTTP targets to webhooks with only a few clicks. See Creating a webhook.
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Remove personally identifiable information (PII) from the audit log. If necessary for compliance with the General Data Protection Regulation (GDPR) or similar regulations, you can elect to remove personal information in the actor, IP address, and item columns of the audit log. See Viewing the audit log for changes.
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Require authentication for the Requests and Uploads API endpoints, preventing the creation of anonymous tickets. This can reduce the occurrence of spam tickets, but blocks tickets created by the Zendesk Web Widget Contact form, custom apps, and external web forms that rely on unauthenticated ticket creation. See Managing end user settings.
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- Ticket export limits have changed. With JSON export, if the amount of data being exported from a ticket is more than 1 MB, comments for the ticket are not included in the resulting file. See Exporting data to a JSON, CSV, or XML file.
- Use SLAs and child ticket side conversations to create OLAs. These are operational-level agreements (OLAs), internal to your company, to measure how quickly one group responds to and resolves tickets from another group. See Defining OLA policies using internal SLAs and child ticket side conversations.
Explore
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Clickable links are now available for many Zendesk attributes. In query builder and on dashboards, IDs for many Zendesk attributes are now clickable links that take you directly to those items for more information. See Clickable links now available in Explore.
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Drill-in enables you to refine the results of your Explore query by slicing the result using extra attributes you choose or by allowing the report viewer to choose from a range of attributes. This drill-in feature replaces the drillthrough and decompose query interactions. See Using drill-in to refine your queries.
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Report creators and admins can now tag queries to make them easier to find. You can even control which tags appear in the queries library by pinning the ones you want. See Working with queries.
Zendesk Agent Workspace
- Zendesk has a new evaluation guide to help admins migrate to the Zendesk Agent Workspace. This guide helps you determine if your account is a good candidate for migration. See Evaluating your account for migration to the Zendesk Agent Workspace.
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Agent workspace migration controls for some larger, high-volume accounts may be hidden. You can work with Zendesk to migrate your account and enable the workspace. See Migrating to the Zendesk Agent Workspace.
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An informational warning banner in customer context panel of the Agent Workspace now alerts agents to conflicts between pre-chat form data and the visitor's existing user profile. See Understanding the warning banner in the customer context panel.
Zendesk Suite
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Some legacy customers can use the shopping cart to upgrade their plans to Zendesk Suite. If your Support or Support Suite legacy account is eligible for an upgrade through the shopping cart, you'll see Zendesk Suite listed on the More products tab in Billing > Manage Subscription.
See Upgrading legacy plans to Zendesk Suite.
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The Zendesk Suite onboarding wizard has been enhanced to include new tasks to set up live chat and messaging. It also includes more information on how to increase agent efficiency. See Introducing Zendesk Suite onboarding tasks.
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Messaging and live chat
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Continuous conversation functionality is now available to all messaging customers. This feature allows you to automatically send an email notification to customers who abandon a conversation conducted through the messaging web channel, encouraging them to re-engage with your agents through their preferred channel. See Enabling customers to continue their conversation over email.
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- Updated notification sounds let you choose from more (and more current) audio alerts for chat requests and incoming messages. See Editing your chat notifications.
- Flow Builder's Undo button makes it easy to correct errors when creating or updating a flow. See Using Flow Builder to automate conversations.
Sell
- Sell navigation has moved so you can utilize the full width of your screen. Moving the toolbar from the top of the screen to the left side of the screen also brings Sell into alignment with the other core Zendesk products. The 'Add' menu has also moved to the top left corner in the process. See Navigating Zendesk Sell.
- Create custom relationships for your contacts using Sunshine custom objects in Sell. See Defining custom relationships for contacts in Sell.
- Create a sophisticated email signature by using HTML to customize your signature exactly how you want it. See Customizing your email signature.
- Streamline your workflow with Tasks. You can segment your tasks into tabs with task counters; there is more information on who the task is related to; flexible filtering allows you to filter by teams, groups, users, and dates; and you can also batch select tasks to create a task playlist using Task Player. See Using the Task Player and Creating and using automated task actions in Sell.
Developers
- Use webhooks in your app and integrations with the new Webhooks API. See Creating and monitoring webhooks in the developer documentation.