What's new in Zendesk: July 2021

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Agent Workspace
• Guide
• Messaging
• Talk
• Admin Center
• Explore
• Developers

Also don't miss:

• Zendesk early access programs
• What's New quarterly webinar

Support

• Changes to the ticket export limits. We'll be rolling out this change in a few weeks and it primarily affects JSON exports. When you export tickets to a JSON file, there will be a 1 MB limit. See Announcing changes to ticket export limits.

Agent Workspace

• CKEditor is now available when you edit tickets in bulk or create new tickets in the Zendesk Agent Workspace. See Managing tickets in bulk.

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• Native ticket redaction has been enhanced. You can now redact content in social messaging tickets and native messaging tickets. You can also redact content in archived or closed tickets for email, API, and web form channels. See Redacting ticket content in the Zendesk Agent Workspace.
• Agent Workspace includes a context panel on the side of the ticket to help you view and manage information about your customers. See Using the context panel in the Zendesk Agent Workspace. 
  

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  Watch this video for an overview of how you can use the context panel to help your customers:

  
• There are some Data Center Locations (DCL) limitations associated with the Zendesk Agent Workspace. Support features are covered by DCL. Live chat features and messaging features are not covered by DCL. See Limitations in the Zendesk Agent Workspace.

Guide

• Content Cues is now available in four extra languages. The new languages are: Dutch, French, Italian, and Japanese. See Understanding Content Cues for the full list of supported languages.
• Knowledge has joined the Agent Workspace. This means agents can search for supportive content from your help center and community forums without having to leave the ticket view. See Searching, linking, and quoting content in tickets. 
  
  

Messaging

• Add Instagram Direct as a social messaging channel. You can now communicate with and support your customers through your Instagram Direct account. Note that this is a phased rollout. Currently only Instagram handles with 10,000-100,000 followers are eligible. See Enabling and using Instagram Direct.

Talk

• You can now use a new Talk agent state, transfers only. An agent in the transfers only state is not available to take calls from the current queue. While calls cannot be routed to an agent in the transfers only state, another agent can transfer calls to them. See Setting your Talk agent state.
  

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• Small change to the call transfer functionality. If an agent tries to transfer the call to an external number from a number that does not have outbound calling enabled, the call transfer will be initiated from the phone number selected in the outbound caller ID of the agent transferring the call as shown in their call console. See Transferring calls.

Explore

• Report creators can now use aggregation level functions to specify exactly which attributes will slice your metrics. If you used Insights, you’ll recognize this as similar functionality to the BY keyword. See Working with aggregation level functions.
• Report creators can now use minimum and maximum date functions to find the earliest or latest occurrence of an event, for example, the first ticket resolution. If you used Insights, you’ll recognize this as similar functionality to the MIN and MAX keywords. See Working with earliest and latest date functions.

Admin Center

• Admins can now use a Reset secret button to generate a new shared secret for JWT (JSON Web Token) single sign-on (SSO). Previously, you had to disable, then reenable the JWT SSO configuration to generate a new secret. See Enabling JWT (JSON Web Token) single sign-on.

Developers

• Developers can work more efficiently with the new Zendesk developer docs portal. Rebuilt from the ground up, the redesigned site consolidates learning content and reference information in one place with improved search capabilities. See developer.zendesk.com.