What's new in Zendesk: March 2022

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Check out what's new in the last month:

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Support

The rollout for the final phase of Support settings in Admin Center has started. In this final phase, the settings pages will be fully migrated to Admin Center. They will no longer appear in Support. The rollout should be complete on March 3, 2022. See About Support settings in Admin Center.
The new Zendesk composer experience is now available for AnyChannel integrations that use the Zendesk Channel Framework. This includes Instagramer, Botmaker, Textline, and others. The new experience enables agents to use a combination of rich content editing and markdown commands in ticket conversations. You don't have to choose between composers. See Formatting options for agents.
Agent Workspace migration rules for Support-only accounts have been relaxed to allow self-service migration for accounts with 100-500 agents. See Evaluating your account for migration.

External content sources (such as blogs, websites, or wikis) can be included in the search in Knowledge. Search filters are also updated in Knowledge to help so agents find the right external content source among other search results. This feature is available on Enterprise plans where Federated Search is configured. See Setting up federated search and Configuring Knowledge in the context panel.

A new prebuilt Agent Concurrency dashboard and dataset help you understand how many chats your agents are engaged in at the same time. The dashboard shows chat concurrency by hour and day, as well as a list of agents with the most concurrent chats. The dataset enables you to build your own custom reports on chat concurrency. See Analyzing your Chat activity and Metrics and attributes for Zendesk Chat.

Sales reps and managers can use subscriptions to better forecast their sales pipeline with more insight into the monthly recurring revenue (MRR) of contacts. Using MRR smart list fields and the subscription widget on a contact's page, sales reps can define and track the history of a contact's MRR, see their current MRR, and see the subscription's start and end dates. This makes it easier for reps to know when to work on renewals and expansions and enables them to log upcoming subscriptions with a description. See About subscriptions in Sell and Adding and managing subscriptions in Sell.

The new Zendesk integration for Microsoft Teams brings your communication and support solutions together to enable employees to work wherever they’re most productive. You can create, update, and view support tickets directly within Microsoft Teams. You can also set up ticket notifications and provide self-service with Answer Bot inside the app. See Announcing the new Microsoft Teams integration and learn more on the Zendesk app for Microsoft Teams page.

You can resize the ticket properties panel in the Zendesk Agent Workspace to give you a better view of ticket fields. Changing the width of this panel is particularly useful if you’re working on tickets with a lot of fields.
Side conversations are moving to the context panel in the Zendesk Agent Workspace. You'll be able to view customer context, search for help center articles, work with side conversations, and manage applications, all from a single, resizable panel in the ticket interface.