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Support
- Ticket updated messages have a new, streamlined interface. If a ticket you have open has been updated, you’ll see a Ticket updated message at the top of the ticket. Click Show more to view details about the update. See Avoiding agent collision.
- Support admins can manage Talk settings, regardless of their Talk role. See About team member roles and product access.
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Shopify profiles and events via Sunshine lets you sync Shopify events from multiple Shopify storefronts into Zendesk and view them in the customer context interface. See Setting up Sunshine profiles and events for Shopify in Support.
- Suggested macros are shared macros that were applied to similar tickets and that may help agents resolve the ticket more efficiently. Support uses machine learning and the past nine months of your macro usage data to make these suggestions. See Using suggested macros.
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Messaging and live chat
- Social channel linking lets your end users move their messaging conversation between the Web Widget and social messaging channels (WhatsApp, Facebook Messenger, and Instagram DM). See Linking social channels to a Web Widget.
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- End user file & image uploads are now available in the messaging Web Widget. Customers can attach files up to 50 megabytes to their messaging conversations. See Working with attachments.
Explore
- Explore Lite is being rolled out to Zendesk accounts that previously didn't have access to this reporting tool. As part of this change, Explore pre-built dashboards will also be embedded in the Zendesk Support reporting page. See Getting started with pre-built dashboards.
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Guide
- Cursor-based pagination improves the overall performance and reliability of Zendesk APIs and allows much faster response times than offset-based pagination at any page depth. Introducing limits on offset-based pagination for requests greater than 100 records per page protects the Zendesk infrastructure, ensures reliability, and means Zendesk can improve the performance of this endpoint for articles with many attachments. See Introducing pagination changes - Zendesk API.
Zendesk Suite
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After buying Zendesk, admins will see a new Set up and go live page to learn about the most important features they need to set up before going live and serving their customers. Each task includes an online tour to get you started and an article with setup details. See Set up and go live.
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- Zendesk Suite trial wizard includes a new Reporting and analytics section. Trialers can learn how to use reporting and analytics to view account activity and make smarter decisions about where to focus resources. See Reporting and analytics.
Sell
- Use sequences on contacts to bulk onboard leads that you've converted to contacts, to up-sell, or to keep them up to date with your products. See Setting up email and task sequences in Sell.
- Unified email templates gives you the flexibility to use a single template for both leads and contacts or to create individual templates and apply identifying tags. See Creating and editing email templates.