What's new in Zendesk: December 2021

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Check out what's new in the last month:

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Support

The Zendesk Agent Workspace now includes assign links for ticket comments. You can use this assign link to manually assign a ticket to the agent who made the comment. See Manually assigning a ticket.
In the Zendesk Agent Workspace, you can change the color of text in ticket comments. This feature is useful for drawing attention to important items in your comments. If your channel supports rich text formatting, the colors you add to comments in a ticket appear as colored text in your messaging applications and email replies. See Changing text color.
In the Zendesk Agent Workspace, when you redact ticket content, a tag is now automatically added to tickets (redacted_content). You can search for this redacted_content tag to easily create a list of redacted tickets. See Redacting ticket content.
Updated User fields and Organization fields pages in Zendesk Support and Admin Center look and feel more like the modernized Ticket fields page. This change provides a consistent experience for custom field management across Zendesk. See Adding custom fields to users and Adding custom fields to organizations.

You can now configure digital lines without an outbound phone number. This gives you the ability to offer a digital call option to your customers without needing to have a phone number. See Announcing additional flexibility for your digital line setup.

Custom pages with customizable URLs can help you share more types of information with your users in your help center. Located in the theme editor of the help center, custom pages let you create and code pages from scratch that you can place anywhere in your help center.

For example, you can use custom pages to create landing pages for specific audiences, browsable catalogs for products, or interactive flows that guide users to the right request form. See Creating custom pages in help center.
Content blocks enable you to create, manage, and reuse content across your help centers. You can add content, such as common troubleshooting steps, disclaimers, and rules and regulations into a content block, that you can then insert into multiple articles, across multiple help centers.

If you need to update information in your content block, you only have to do it once and it will automatically update in all the articles where your content block is placed. See Reusing content with content blocks.
You can now create an article in Knowledge directly from the ticket. If you can't find a relevant article or post for the ticket that you're working on, you can create a new article and link it to the customer conversation. Including information that's missing from your knowledge base in a new article helps decrease the number of tickets on the subject. See Creating articles in Knowledge.

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Messaging is now the default experience for all new Suite trial accounts. Customers who start a Suite trial will instantly gain access to messaging in the Web Widget, including bot-enabled conversations and an improved onboarding experience. See Enabling a Web Widget to offer messaging on your website or help center.

A new pre-built Search dashboard and dataset help you understand how your customers interact with your help center, including what they’re searching for and how successfully they find answers. It helps you identify hot topics that interest customers most, and also helps you detect gaps in your knowledge base that need to be addressed. See Analyzing help center search results with Explore and Metrics and attributes for Zendesk Guide.
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A new pre-built Flow Builder dashboard and dataset help you monitor Answer Bot's performance. The dashboard can help you identify how many users received a message from the bot, how many users actively engaged with the bot, and how many users’ conversations were transferred from the bot to an agent. See Analyzing your bot builder activity and Metrics and attributes for Zendesk Answer Bot.
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The audit log now records three additional events: See Viewing the audit log for changes.
- - Changes to Team member authentication settings
  - Ticket form creation, deletion, and modification
  - Ticket field condition creation, deletion, and modification

The audit log API supports filtering by action: create, update, destroy, login. See Audit logs.

The Reports settings page is now in Admin Center. In Admin Center, click the Account icon () in the sidebar, then select Tools > Reports. Use this page to export data from your account to a JSON, CSV, or XML file. Previously, this page wasn't a part of the Support settings move to Admin Center. See About Support setting in Admin Center.
The Agent workspace navigation path in Admin Center has changed to Agent tools to clarify that settings in this part of Admin Center apply to both the Zendesk Agent Workspace and the standard agent interface. This is a label change only, no features or functions are impacted. See Using Zendesk Admin Center.

Some customers will have the option to answer a few questions about their business needs before buying Zendesk Suite. After taking a short quiz, Zendesk will suggest the plan that works best. Zendesk is testing this purchasing option for a few, select accounts but we hope to expand it to all Suite purchases in the near future. See Discovering which Zendesk plan to buy.
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The Zendesk Suite trial task wizard now includes a new Learn more page with additional ways to explore Zendesk. The page includes links to demo videos, customer stories, training courses, and evaluation guides. See Introducing Zendesk Suite trial tasks.
Zendesk Messaging is now included as a setup task for new Zendesk Suite trial accounts. The Zendesk Suite trial wizard gives customers guidance on how to set up messaging on their account. See Messaging and live chat.