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Support
- Traffic verification and CAPTCHA challenges are always on for users who aren't signed in. If Cloudflare bot management determines traffic looks suspicious, Zendesk serves a CAPTCHA challenge. This setting can't be disabled. See Controlling spam tickets.
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- An improvement for large data exports. We are introducing a change to support large data exports (4 GB or more before exporting) to JSON and CSV. See Announcing an improvement for large data exports.
Guide
- Using Knowledge, agents can now flag an article for any inaccuracies or missing information while they're referencing the article in a ticket. See Flagging articles in Knowledge.
Sell
- Use Custom Objects to adjust the Sell data exactly to your needs. You can define new object types, specific to your business, that you can link to your leads, contacts, and deals, including custom relationships for your contacts. See Configuring custom objects in Sell, Defining custom relationships for contacts in Sell, and Getting started with custom objects.
- Updated Tasks provides more information about your leads, contacts, and deals, enables calling or emailing directly from the Task page, and brings improved filtering and batch actions when you reschedule, delete, complete, or play your tasks using the Task Player. See Creating and managing tasks for leads, contacts, and deals, and Using the task player.
- Unified email templates allow you to be flexible with your templates. Instead of creating one template for your leads and another for your contacts, you can now create a single template and use tags to signify whether it is for leads or contacts or both. See Using unified email templates.
Explore
- Sell custom fields are now available in Explore reporting. Leveraging custom fields in your reports gives you a richer picture of your customers and the sales process as a whole. Now you can analyze your sales pipeline using custom data points, classify customers based on specific attributes, capture total contract value for customers, and more. See Reporting with custom fields.
Messaging
- Flow Builder's new Business Hours condition allows you to use your schedule to branch the conversation and respond differently based on whether you are open or closed. See Add a business hours condition.
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- Copy and paste steps in Flow Builder. You can copy a step, or a series of steps, and paste it elsewhere in the flow, eliminating the need to manually recreate identical steps for use different flow branches. See Copying and pasting steps in a flow.
- Messaging transcript visibility options can be set by admins. Choose whether your conversation transcripts are public, meaning they are visible to ticket requesters and CCed end users, and included in email notifications; or private, and visible only to agents via the Agent Workspace. See Managing messaging transcript visibility.
- CSAT ratings are available on all messaging channels. You can send a feedback survey to your customers immediately after closing a ticket created through a Web Widget, mobile, or social messaging channel. See About CSAT ratings in messaging.
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The Zendesk Agent Workspace
- Zendesk has unified the look of the Assignee field in tickets to provide a consistent look and feel across the interface. The Assignee field now looks the same whether the Zendesk Agent Workspace is activated or not. This enables a smoother transition for agents when they migrate to the Agent Workspace. See Manually assigning a ticket.
- Tickets created from Facebook Messenger and Twitter Direct Message (DM) channels in the Zendesk Agent Workspace now support the new CKEditor for adding comments to tickets. See Enabling formatting options for agents.
Admin Center
Support settings have moved to Admin Center! This change provides a single location for managing your account. Settings are arranged in a logical breakdown and you don't have to switch between two separate interfaces. See About Support settings in Admin Center.
This move comes with a variety of new features, including:
- New navigation and information architecture in Admin Center. New settings categories have been added and the navigation list is collapsable for easy access. See Using Zendesk Admin Center.
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- New Search field for finding settings pages in Admin Center. See Searching for settings in Admin Center.
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- A Recently viewed menu for easy access to your five most-recently visited pages.
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- A complete redesign of the People page, resulting in new top-level navigation in Support for Customer and Organization pages. See Finding and managing users.
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- The Roles page interface has been updated to enhance accessibility and usability. Also, you can sort by role name or the number of team members assigned to a role. See About the roles page.
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- New Bulk actions section with specialized pages for importing users, importing organizations, and deleting end users. See Bulk importing users.
Coming soon
Look for this feature, coming soon in Admin Center:
- The Team members page is getting a new look. Use this preview to get a sneak peek of the new and improved team management experience as it is developed. See Accessing and using the team list (preview).
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