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Check out what's new in the last month:
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Support
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Triggers search has been enhanced. In addition to trigger names, you can search within trigger definitions to find triggers with specific descriptions, conditions, or actions. You can create advanced searches based on multiple criteria. See Searching triggers.
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- Follow-up tickets for side conversations are now created automatically when someone replies to a side conversation that belongs to a closed or archived ticket. See Understanding follow-up tickets for side conversations (Collaboration add-on).
- A new side conversations role permission allows you to prevent agents with custom roles from starting and replying to side conversations. See Preventing custom agents from starting and replying to side conversations (Enterprise).
- You can now create side conversation child tickets, which are separate tickets that are subordinate to a side conversation and that are assigned to a specific agent or group. See Enabling side conversation child tickets (Collaboration add-on).
- You can use Search to find content in side conversations. The results will only include side conversations on tickets that you are allowed to view. The search is executed based on keywords in the subject, body, and participants of side conversations. See Searching for content in side conversations (Collaboration add-on).
- There’s a new way to create skills-based views that allows you to add a skills-based condition to any view. In the past, you were only allowed to have one skills-based view. See Using skills-based routing (Enterprise).
Guide
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In the Zendesk Marketplace, you can now purchase and use Guide themes that were created by Zendesk and third-party developers. See Using Guide themes from the Zendesk Marketplace.
Visit the Guide themes marketplace.
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- New Answer Bot enhancements are designed to improve Answer Bot performance: Automatic tags are now added to tickets based on end user action and suggestion outcome; Rich HTML is supported in your Answer Bot web forms; and one-word Help Center search makes Answer Bot keyword searches more accurate. For automatic tagging, see Best practices: Setting up Answer Bot triggers, views, and workflows. For keyword search, see Understanding how Answer Bot works with your content.
Sell
- Sell is now available in 27 different languages, including simplified and traditional Chinese. You can easily choose your language in your Sell profile. The latest updates also apply to iOS and Android mobile applications. See Changing a supported language in Zendesk Sell.
Gather
- Use Achievements and Title Badges to recognize skill levels/efforts and role names, for example Boss Level/Gold Member and Moderator. A little recognition goes a long way, and now you can reward the valuable people in your community, celebrate active members, and nurture healthy interactions. See Creating Gather badges.
Talk
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Unknown callers are no longer grouped under the same user profile. Previously in Talk, all calls from unknown numbers were automatically assigned to a user profile named “Unknown caller” and defaulted to the associated phone number “+00”. This resulted in calls from different unknown callers being grouped together under the same user.
Now, when a call is received from an unknown number, Talk creates a new, unique “Caller Unknown” end-user identity for each call with a corresponding ticket in Support. See Understanding how Talk handles unknown callers.
Zendesk Agent Workspace
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An updated, flexible message composer is available in the Zendesk Agent Workspace. This channel-switching composer enables agents to work seamlessly across a variety of channels. Agents can work equally well with all types of messages, including social messages, chats, emails, and internal notes. See Composing messages in the Zendesk Agent Workspace or watch this video to learn more about channel switching in the agent workspace.
Watch a video (2:33):
- You can use self-service to migrate your Sunshine Conversations channels to the improved social messaging experience in the Zendesk Agent Workspace. See Migrating social messaging channels to the Zendesk Agent Workspace.
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Chat tags support has been enhanced in the Zendesk Agent Workspace. Tags added to a conversation through the Javascript API and Chat triggers are supported. Agents can add tags manually in the Tags field or automatically through shortcuts or macros. If an agent transfers the chat to another online agent or group, tags remain in the Tags field. See Working with Chat tags in the Zendesk Agent Workspace.
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Cross Product
- An updated Support Suite trial onboarding wizard has been introduced to help trial customers learn about the Support Suite and complete onboarding tasks. You'll learn how to connect with customers, set up your team, and create a self-service help center. See Introducing the Zendesk Support Suite onboarding tasks.
Developers
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Developers can package and sell Guide themes in the Zendesk Marketplace. After signing up to become a Zendesk Marketplace partner, you can set up a Stripe account and submit Guide themes in the Marketplace developer portal. See Publish your app or theme.
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The Sunshine Conversations API v2 and SDKs support multi-conversations. A single user can have multiple conversations with a single business when using our APIs as well as our Web, iOS, and Android SDKs. See the Multi-party guide.