Guide + Gather
New
- The total number of sections in a single section increased from 20 to 200 for Guide Enterprise customers
Web Widget
New
- Introduced Create new Web SDK flow as part of the messaging beta (no longer require an existing Web Widget in order to enable messaging within your account).
Fixed
- Improve the visual look of the Channels list when empty (messaging beta
Answer Bot
Fixed
- Resolved Answer Bot false solves virus scanners and malware detectors
Apps Marketplace
New Apps:
- Hubware Insights & Automation (Support)
- Hubware Insights & Automation supercharges your Zendesk with automation and machine learning. Agents that use Hubware assess a major boost of productivity when replying to emails. Hubware can automate low value tasks and requests and maintain their pertinence in time. Hubware provides you with an analytics platform to identify the levers for optimizing your customer care. Help your agents apply the right procedure and help managers monitor the compliance.
- Viewer (Support) (paid)
- Viewer adds a button to the top bar of your instance that shows a clean list of all of your accessible views. This app is a very light app focussed on speed and loading times.
- Statuspage by Zenplates (Support) (paid)
- Statuspage by Zenplates lets you view Statuspage components, incidents and maintenance events in Zendesk Support. This integration app ensures that agents have the latest information about incidents or service degradations at their fingertips. Summary information is available at a glance and detailed information about components, incidents and maintenance events are just a click away. Agents can also send updates to customers from within a ticket by adding the current status of an issue or outage directly into a comment. A list in the top bar allows agents to monitor critical outage information and proactively respond to service disruptions.
- Prodsight for Chat (Chat)
- Prodsight for Chat helps you identify and track customer issues, requests and common questions so you can improve your customer experience. It automatically tags Zendesk tickets by theme and sentiment and helps visualize insights on a real-time dashboard.
- Wootric (Support)
- Wootric is the customer experience management platform for maximizing customer lifetime value. Measure NPS, CSAT and Customer Effort Score upon ticket closure in Zendesk and gain valuable insight into the support experience. Trigger a Wootric email or SMS survey when a ticket closes in Zendesk using webhooks. Customize surveys by any customer property, such as language, and add properties such as ticket number or agent name to subject line or intro text. Analyze metrics and filter feedback in real-time -- by agent, region, or any business driver -- right in your Wootric dashboar
Explore
New
-
We have released the Guide: Team Publishing dataset, which is available for Guide Enterprise customers. With this dataset you can analyse publishing workflows and contributions to your knowledge base. Read more here.
- Note: We are currently reloading historical data for this dataset, which means it will be limited to the last 3 months of data until the reload completes. We anticipate this to be finished around the new year for all accounts
Talk
Fixed
- Fixed an issue when transferring to an end users and intermittently getting the message "Agent currently on call".
- Fixed an issue where agents with a Talk 'Team Lead' role could not view the dashboard.
- Fixed an issue with click to dial, where a customer that has a Talk subscription BUT an agent does not have a Talk seat. Click-to-dial will now be correctly disabled for agents with no Talk seat.
Sunshine Core
New
-
Customers can now assign custom roles to different agents and control agent's access to different CO objects/relationships. This can be achieved by creating policies defining access for required custom roles. A sample payload is listed below
{ "data": { "rbac": { "admin": { "create": true, "read": true, "update": true, "delete": true }, "agent": { "create": true, "read": true, "update": true, "delete": true }, "end_user": { "create": false, "read": true, "update": false, "delete": false }, "custom": { "34": { "create": false, "delete": false } } }, "rebac": { "rented": { "admin": { "read": true, "update": true }, "agent": { "read": true, "update": true }, "end_user": { "read": true, "update": false }, "custom": { "34": { "read": true } } } } } } - Schema management change: Enables new Record Type schema validation logic for all new accounts and for any existing accounts not temporarily opted out of the new validation behavior.
Sell
New
- We have released a set of new APIs that were developed with CTI app developers (Computer Telephony Integration) in mind, but can be used in myriad of other use cases. These include:
- Call any Sell REST API (aka as Core API) from an app in Sell https://developer.zendesk.com/apps/docs/developer-guide/using_sdk#sell-requests
- Find Sell Contacts and Leads by phone number https://developer.zendesk.com/apps/docs/apps-sell-api/top_bar#getresourcesbyphone
- Navigate to Sell Contact, Lead or Deal card https://developer.zendesk.com/apps/docs/apps-sell-api/top_bar#navigateto.lead
No new updates for:
- Support
- Chat
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