What's new in Zendesk: November 2020

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Check out what's new in the last month:

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Support

The Salesforce integration utilizes multiple organizations in Support. When enabled, multiple Salesforce contacts or leads with the same email address that belong to different Salesforce accounts can be connected in Support to a user belonging to multiple organizations. See Using the multiple organizations feature in the Salesforce integration.
Custom role permissions in Support has a new page design. Nothing has been added or removed, but the interface is upgraded to present an improved and more-accessible look and feel. See Creating custom roles and assigning agents (Enterprise).
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An updated Article management experience in Guide Admin with a much clearer distinction between the Publishing and Reviewing states. See Reviewing, approving, and publishing articles with Team Publishing (Guide Enterprise).
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Updates to improve the Request form and Request portal, specifically improving the workflow of how Agents manage requests. See Enabling Agents to manage requests in the Help Center customer portal.

Zendesk Sell-Support integration means you can access all of your Support tickets in Sell and see all of your Sell data from your Support interface. See About integrating Sell and Support for an overview of customer communication in your company.
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The Zendesk Agent Workspace is available for Support Team, Professional, and Enterprise. Previously, you needed both Support and Chat to enable the workspace. See Enabling and disabling the Zendesk Agent Workspace.
A new Whats App self-service flow is available in Admin Center for adding social messaging channels to the Zendesk Agent Workspace. Self-service lets you communicate directly with Facebook to speed up and simplify channel set up. See Adding WhatsApp channels to the Zendesk Agent Workspace.
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Native conversation translation lets Chat agents automatically translate incoming and outgoing messages in the live chat, social messaging, and email channels. See Translating conversations in the Zendesk Agent Workspace.

We’ve centralized the management of product access and roles into a single unified view. Account admins can now manage their staff members in a more efficient and streamlined way. See Setting roles and access in Zendesk Admin Center.
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To help monitor System status, you can subscribe directly from the Zendesk status page to receive emails when a service incident affects your account. See Subscribing to status notifications for your account.
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We've added four new guides to help you evaluate Zendesk Support, Guide, Chat, and Talk in your Support Suite trial. Each guide contains quick and easy guides to help you understand the basics of the most popular product features. For more information, see Evaluating your Zendesk trial account. See Evaluating your Zendesk trial account.
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The Apps Support API provides channel awareness in the Zendesk Agent Workspace for Support apps. New endpoints and events enable Support apps to know the conversation channel an agent is currently using in the ticket interface. See Apps Support API: Announcing General Availability of Channel Awareness.
Web Messenger 5.0, a major version update of the highly customizable messaging widget that can be added to any web page. Web Messenger lets the user move the conversation from the browser to a persistent channel like SMS. For details, see Web Messenger.