Guide + Gather
- The Knowledge Capture application has a new setting called 'Assign flagged tickets to the article owner' that will assign the ticket generated by the flag article action to the article's owner for Guide Enterprise customers
Don't send stats to Help Center after ticket submission if Help Center isn't available within the Web Widget
- Don't show login fields when login is disabled within Web Widget Pre-chat form
- Exacctly (Support)
- Exacctly is a cloud-based, AI-backed solution that will boost your support team's performance and increase your customers' satisfaction. Exacctly provides an extensive set of useful tools such as automatic annotation of incoming support tickets, automatic ticket assignment based on configurable rules, reply suggestions based on ticket history, and useful analytics to gauge support teams performance and customer satisfaction.
Smart End-users Merge (Support)
- Smart End-users Merge offers an easy, one-click solution for detection and merge of potential duplicate end-users. The Smart End-users Merge checks if the current ticket requester has a potential duplicate end-users at your Zendesk environment by matching phone and Whatsapp numbers. Selected end-users can be easily merged into the current ticket’s requester by clicking on the 'Merge' button.
Shopify by Zenplates (Support) (paid)
- Shopify by Zenplates allows you to view customer and order details, link orders to tickets, capture payments and even reorder, refund or cancel orders from within Zendesk Support. Your agents will no longer have to scramble to find order details or switch tabs to perform important actions, resulting in a better experience for them and your customers.
Dialog Control (Support)
- Dialog Control is an ACD system fully integrated into your contact centre and Zendesk Support. Call routing, monitoring and evaluation in one tool. With Dialog Control, you always have an overview of your service hotlines. Use Dialog Control for the decentralised distribution of calls or as an ACD system that is fully integrated into your contact centre.
- ConnectALL integrates best-of-breed tools in your value stream with ConnectALL's enterprise-class Value Stream Integration Platform. ConnectALL’s integration for Zendesk lets you manage incidents and change management in collaboration with other teams using value stream management. Integrating Zendesk with systems across the software development and delivery value stream for testing, defect and issue tracking, requirements management, build and version control and operations, can dramatically speed up customer issue resolution times and align business and development teams to focus on common goals.
- New Search Export API is now available to pull tickets, users, organizations, or groups that matches your search criteria
- [Messaging] Updated the Chat Triggers Settings page to support trigger developer mode for Messaging.
- On Chat SDK v2 (Android/iOS), we introduced significant improves over how the Pre-chat Form is displayed on Android and iOS, in order to improve the end-user experience, and to alignment more closely with the Chat Web Widget.
- In addition, we have a number of bug fixes to improvement the overall reliability for the SDK.
- We have released new version of Zendesk Sell app for Support. This app allows Agents to build their context of the customer by having visibility into customer data in Sell. Most important changes we shipped today for all the app users:
- Now, the app uses the same extended matching strategy as the integration in Sell, so it displays data found in Sell not only by email address but also by phone number
- When person contact has no matches the app is trying to add some context by looking for a company in Sell which name matches requester organization
- When Agent is creating the lead in Sell through the app phone number is shared as well to allow Sales Rep to contact customer easier
- Admin experience has been streamlined by moving all the integration settings into one place in Sell settings
No new updates for:
- Answer Bot
- Sunshine Core