Release Notes Through 2020-06-19

Zendesk Web Widget

New

Fixed

Chat Previewer’s offline form was rendering an empty frame.
Chat Previewer was rendering the incorrect screen.
When the widget is being loaded through Zopim, callbacks were not being executed before the widget loads.

Fixed:

Fixed a bug in the Badges EAP that restricted Guide Managers from accessing the User Badges list page

New:

Census is an integration platform that allows you to bring the customer data that is locked in your other tools or databases into Zendesk. With Census, you can bring that information to your fingertips without relying on engineering help. Map fields and write queries to transform and unify your data, so it's ready to be used in Zendesk. No need to migrate your data into Census and keep yet another system in sync. Census works on top of your existing warehouse, so you have all of your data in one place.

Evatic Intelligence empowers your support agents with machine specific insights. With the Evatic Intelligence app for Zendesk Support, agents are given a window into Evatic, enabling them to identify and assign the correct machine to a ticket. Once a machine has been assigned support agents can see valuable insights about a machine, such as contract details, location and details of previous service visits.

Sunshine Data Editor (Support)/Sunshine Data Editor PLUS (Support) (paid)

Sunshine Data Editor and Sunshine Data Editor PLUS gives you a user interface to manage your custom objects and lets you edit Sunshine data directly in Zendesk Support. Having a UI to make simple updates and adding new objects can save a lot of time.The PLUS version of the app also comes with a bulk import and export feature via CSV files as well as a bulk delete option.

Shopware 6 Integration gives you quick access to the most relevant shop data for a ticket requester - e. g. customer data, orders, status, tracking code from the latest version of Shopware. Your support team can handle requests directly within the Zendesk Support. The Zendesk web widget can be integrated into your Shopware store with a few simple steps. This allows your users to create Zendesk tickets directly from the shop.

Dialogue lets you can orchestrate all components of your CX stack within one application and get them working together in real-time delivering a game-changing experience. Use their drag and drop interaction board to create and deploy winning automated business processes like an ALEXA enabled Bot with FAQ integration and sentiment analysis that senses frustration and proactively escalates to a human agent, automatically create incidents based on customer tone, and more.

Facilio is an IoT and AI-driven operations and maintenance software for large real estate portfolios. This includes SaaS applications for facilities, sustainability and property and tenant management that helps customers like commercial real estate owners, property developers and building owners to centrally manage their operations. With the Facilio Zendesk integration one can utilize Zendesk tickets and create a corresponding work order in Facilio for their property management

Calixa makes it easy to manage all your customers in one place. Calixa connects to the 3rd party SaaS tools you use (eg Stripe, Zendesk, Intercom, etc) so that you can see everything about your customers and take action in one place. No more jumping around tools, learning SQL, or maintaining internal tools. Calixa shows you all support tickets, payments, emails, errors, lifecycle events, and more, all in one place. Instantly get full customer context so that you can intelligently take action.

No updates this week for Answer Bot, Zendesk Chat, Zendesk Message, Zendesk Talk, Zendesk Explore, Sunshine or Zendesk Support.