Release Notes Through 2020-08-21

Zendesk Support

New

• None

Fixed

• None

Zendesk Chat

New 

• None.

Fixed

• [Dashboard] Update visitor user agent parser to detect latest version of Microsoft Edge browser
• [Dashboard] Visibility of tags metadata in History tab is restored, meta data will now always show regardless of account feature settings

Zendesk Message

• No updates. 

Zendesk Explore

New:

• Nothing new to report

Updates:

• Nothing new to report

Zendesk Web Widget

New

• None

Fixed

• Ensure that Ticket form requests are scoped by Brand.
• Ensure that Chat badge input styling isn't broken.

Zendesk Answer Bot 

New

• None

Fixed

• Updated Answer Bot enquiry and HC article to be case insensitive when making ML predictions to improve the suggestion rate. 

Guide + Gather

New

• None

Fixes:

• None

Zendesk Talk

New 

• Nothing new this week.

Fixes/Updates

• Nothing new this week.

Zendesk Sunshine

New 

• Nothing new

Fixes/Updates

• [Profiles] Profile create and update requests with duplicate identifiers now return a 400 error

App Marketplace Updates

(Support) indicates the app is available for Zendesk Support.

(Chat) indicates the app is available for Zendesk Chat.

(Sell) indicates the app is available for Zendesk Sell

New

• U-Ticket (Support)
  • U-Ticket allows Zendesk users to integrate with video sharing platforms and allows for comments to be converted into Zendesk tickets.  Agents can also reply to tickets to show as comments on replies on the video sharing platform.  When installing the application users will be asked to connect with their video sharing platform using their login credentials.  After the successful integration of the application, the system will start to sync all new comments and import them as new Zendesk tickets.
• BuzzBoard (Sell)
  • BuzzBoard is the complete intelligence engine for B2SMB companies.  BuzzBoard manages the world’s largest and most configurable collection of SMB data, consisting of 30+ million SMBs globally and 6,400+ data signals to segment and filter according to your business needs.  BuzzBoard’s signal stack is tuned specifically to SMB needs, triggers, and behaviors. Deep data signals are analyzed and converted into easy-to-digest and share insight reports and recommendations.  Identify and analyze prospects who need what you sell.  Then, generate original, data-driven content for customized marketing at scale.
• PolyAI (Support)
  • PolyAI provides the world’s only voice first AI for customer service, understanding customers however they talk. Its platform has been designed to require very little training data and supports highly complex conversation flows.  Voice AI is notoriously hard, but PolyAI effortlessly handles common transactions like creating tickets, booking appointments or updating account details to help you offer new forms of self-service and convenience to your customers. And at any point in the conversation, customers can ask questions, digress or change their minds before being nudged back to the task at hand.
• Create Support Ticket (Sell) (paid)
  • Create Support Ticket allows a Sell user to quickly and easily create a Zendesk Support ticket on behalf of a lead or contact.  Sales requests can often include questions that are better answered by your Support team. With the Create Support Ticket app, you can quickly create a ticket in Zendesk Support on behalf of your contact!  From within the application, add a subject and description of the problem, and a ticket will be created proactively for your customer!
• Log Visit (Sell)
  • Log Visit allows users to log visits against leads and contacts from the sidebar. While logging a visit a user can select an outcome and add notes.