Release Notes Through 2021-10-01

Apps Marketplace

(Support) indicates the app is available for Zendesk Support.

(Chat) indicates the app is available for Zendesk Chat.

(Sell) indicates the app is available for Zendesk Sell

(Theme) indicates the theme is available for Zendesk Guide

(SunCo) indicates a new app is available for Sunshine Conversations

New:

• Shortcuts (Support)(paid)
  • Shortcuts is one click access to your business systems. Shortcuts lets you create quick links with contextual information to your internal systems.  Contextual links add contextual information like name, email address or order number to your link.  Connect with things like E-commerce tools to open OMS, WMS, PSP, straight to order pages. IT Support & Services tools to open client’s Software, service systems and search knowledge bases.  Delivery tools   to open Tracking Management, Vehicle Pools, Asset Management and even finance tools to open Invoices, Payments, Billing systems.
• Inbenta (SunCo)
  • Inbenta can help you supercharge your customer interactions. The Inbenta AI Chatbot automatically engages in complex conversations with minimal training. Unlike keyword-based chatbots, the Inbenta Chatbot uses Symbolic AI to power its Natural Language Processing technology, enabling it to understand human languages in all their variations. The result is an explainable AI that can be deployed within a matter of days.
• Rovotio-Bot (Support)
  • Rovotio-Bot is a platform with artificial intelligence that allows multichannel connectivity and integration to business management systems.  Do you need to respond to your customers anywhere and at any time? Not sure what and how they are responding? A bot or assistant is what you need, configure the conversation flow, load the personalized information that you are going to deliver, activate a channel and you can now have an automated solution for your business.
• Lodago (Sell)
  • Lodago is software that makes appointment scheduling easy.  Lodago's revolutionary plugin allows your recipients to book appointments directly in a single email, without having to leave their inbox. Your calendar is integrated in the email and your availability is automatically updated each time the email is opened.  Easily schedule an appointment with a contact when working in Zendesk Sell with this handy integration.

Chat & Messaging

Fixed:

• [Chat Dashboard] Fixed issue so that the new Chat opens when an agent is serving a new chat (as opposed to a previously served Chat) 

 

Web Widget (Classic & Messaging)

New:

• [Messaging] Replace colour picker with the latest Garden component

Answer Bot

New:

• [Flow Builder] Dynamic Content is now supported for custom ticket field titles and drop-down values that are configured for data capture in agent transfer steps. This can be used to provide ticket field titles and drop-down values in multiple languages, based on the end-user locale.

Guide & Gather

New:

• Article Flagging in Knowledge in the Agent Workspace

Fixed:

• We have deprecated 4 html elements <tt>, <u>, <acronym>, <big>. All the content using them will be automatically transformed into a relevant supported option. The mapping is as follows:
  • tt => kbd
  • u => span.wysiwyg-underline
  • acronym => abbr
  • big => span.wysiwyg-font-size-large
  If you should have a class added to any of deprecated elements you'll need reapply it.

No Updates to:

• Talk
• Mobile
• Admin Center
• Support
• Explore
• Sell
• Sunshine Core
• Zendesk Native SDK (Unity)