What's new in Zendesk: March 2022

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  • Vaughan

    The "What's New" pop-ups are being served to Agents and non-Admin users in Zendesk. This introduces distractions to the Agent experience and is not ideal.

    How can the pop-ups for "What's New" be suppressed from presenting to Non-Admin users when opening the Zendesk Support suite?

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Vaughan,
    The following "What's New" popup only shows once there's a new update or feature. You can easily click on the X button to close it. 
    Thank you and have a wonderful day ahead!
    Kind regards,
  • MDsoftdew


  • Vaughan

    Hello DJ Buenavista Jr.,

    Thank you for replying but no "X button" exists in the pop up, simply the option to either "remind me later" or "watch now". Below is a screenshot to help illustrate.

    Regardless of the options available, it should not be served to non-admin users. Users should be focused on contacts and not watching Zendesk events or reading about features that we have not deployed to our agents. How can I toggle this feature for my agents?

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021


    The X is hidden under the photo -- but regardless, it's a really good point.

    As a Zendesk Admin, we're really like to be able to control how and if these popups appear to our users. We know our teams well and some of them can make the leap from what's being advertised vs what we can/cannot deploy as admins in a custom environment....some cannot....

  • Casey


    One change that has been noticed is the Text-Editor that Zendesk uses - we are using a script with ZenDesk which adds a 'Hi', a 'Hi (customer's name) and a 'Ask for a review' button in the Rich-Text Editor toolbar at the bottom of the Public Reply/Internal Note field and since the change of the Text-Editor, these buttons have broken.

    What is the new Text-Editor that ZenDesk uses? Please bear in mind a past employee wrote the user-script and I myself have very limited CSS, HTML and Javascript experience.

    Here is the code we have at the moment that temporarily solved the issue, but we are trying to avoid using '.ck-editor__editable_inline' because this causes issues with deleting text from our reply in Zendesk:

    const add_greeting = button => {

      const $current_ticket = $(slr.zen.current_ticket);

      const $editor = $current_ticket.find('.ck-editor__editable_inline');

      const name = $(button).attr("data-trv-hi-button-name");

      const brand = _zen.find.brand();

      let current_text = $editor.html();

      let greeting = "Hi";

      if (brand.short === "LD") {

        greeting = "Howdy";


      if (name) {

        greeting += " ";


    Any insight into this would be greatly appreciated.

    Thank you.

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Heather,
    In regards to the following banner about "Whats New", we'll let our team know about this and take this as product feedback.
    Thank you!
    Kind regards,
  • Nicco Richardson


    I noticed we can no longer use our own keyboard text shortcuts unless it's all one line.

    Is there a way to enable the use of our own keyboard text shortcuts?

    Warm regards,

  • Jupete Manitas
    Zendesk Customer Care

    Hi Nicco, thanks for writing in! 

    We just want to clarify if you are referring to the shortcuts feature that is available in your Support profile/avatar? This keyboard shortcut is described here Viewing and deactivating keyboard shortcuts. Thank you!


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