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Support
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Agent Workspace includes native redaction to remove sensitive information found in ticket comments, custom fields, or attachments so that your account stays secure and compliant. This helps keep confidential information out of Zendesk. See Redacting ticket content in the Zendesk Agent Workspace.
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Guide
- Federated search generates search results that include both help center content (articles and community posts) and external content (external knowledge bases, learning management software, blogs, and pages of your website) in one unified ranking on the search results pages. See About Federated Search in your help center.
Sell
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Suggested people enables you to add new email addresses as leads or contacts, straight from your inbox. You can also do this as a bulk action or choose to dismiss the suggestions altogether. See Adding suggested people as a lead or contact.
Live chat and messaging
- Zendesk messaging now includes continuous conversation functionality, which allows you to automatically send an email notification to customers who abandon a conversation conducted through the web messaging channel, encouraging them to re-engage with your agents through their preferred channel. See Using continuous conversations.
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Flow Builder's expanded language management settings let you specify a default language for a messaging flow and automatically translate conversations so you can easily communicate with your end users. See Managing languages in Flow Builder.
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- The embeddable Message Us button helps drive customers from your website, mobile app, or help center to your Facebook Messenger or WhatsApp messaging channel. See Using the Message Us button to guide users to your WhatsApp or Facebook Messenger channel.
Explore
- The new Sell dashboard and dataset enables you to report on your sales pipeline with Zendesk Sell. The pre-built dashboard include a number of best practices reports. If you need other reports, you can create your own using the supplied metrics and attributes. This is an open beta that any eligible customers can sign up for. See Analyzing your Zendesk Sell sales pipeline (Beta) and Metrics and attributes for Zendesk Sell (Beta).
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