What's new in Zendesk: April 2022

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Agent Workspace
• Messaging
• Support
• Guide
• Explore
• Admin Center
• Status page
• Integrations
• Developer

Also don't miss:

• Zendesk early access programs
• What's New quarterly webinar

Agent Workspace

• You can resize the ticket properties panel to give you a better view of ticket fields. This feature is particularly useful if you’re working on tickets with a lot of fields. Now, you can resize both the ticket properties panel and the context panel in the Zendesk Agent workspace. See Resizing the ticket properties panel.

  

• The ticket footer has been extended to continue under the ticket properties panel. This change repositions the Macros drop-down slightly to the left. This change was made to support resizing the ticket properties panel.

  

• The composer has been enhanced to support: 
  • Macro insertion: For macros that include updates to ticket comments, you can insert macros exactly where your text cursor is positioned in a ticket comment. Previously, the macro was always applied at the end of the comment. See Applying macros to tickets. 
  • Simplified hyperlinks: Pasting a URL on highlighted text will automatically convert the highlighted text into a hyperlink. This change enables you to quickly create hyperlinks and makes your composing experience better. See Using formatting options and controls.
    

    

• For tickets with a large number of comments, only the 100 most-recent comments appear when you first open the ticket. This helps overall performance and enables the ticket to open quickly. To see additional comments, click Show more. See Loading additional comments. 
  

  

• Ticket redaction for native messaging and social messaging tickets in the Zendesk Agent Workspace has been suspended. Zendesk is working to relaunch support for this feature in a future update. See Redacting ticket content in the Zendesk Agent Workspace.

Messaging

• Pages viewed (or visitor path) for messaging displays the web pages, app screens, or help center articles a customer views in the Agent Workspace context panel, bringing messaging one big step closer to feature parity with live chat. See Viewing customer context in a ticket.
  

  

Support

• You can now search for Zendesk help center content in Support. To search, click your profile image, then click Help > Get help. Enter a search topic, then press Return.
  

  

• The number of active contextual workspaces you can have has increased from 50 to 500. This enables you to create more workspaces to meet your needs. See Setting up contextual workspaces.

Guide

• Two new keyboard shortcuts are now available in Knowledge. See Viewing and deactivating keyboard shortcuts. You can now use:
  • ctrl + alt + k to open and close the Knowledge section of the context panel
  • ctrl + alt + l to open the search bar in Knowledge

Explore

• You can now decide which day should be considered the start of the week when it comes to the reports you build and the filters you use. The ability to set a custom start of week gives you more flexibility in weekly reporting. See Setting the start of week for reports and filters. 
• A new prebuilt Calls dashboard and dataset help you monitor your Zendesk Sell call activity. The dashboard shows information about your sales calls, such as incoming and outgoing calls, call duration, and more. The dataset enables you to build your own custom reports on sales calls. See Analyzing your Zendesk Sell call activity and Metrics and attributes for Zendesk Sell.

Admin Center

• When you cancel a Zendesk product or account, you have until your current billing cycle ends to continue using the product or account. Previously, product and account cancellations were effective immediately. See Cancelling products and accounts.

  

• Zendesk alerts you when you’re adding team members and you use the last seat in your sales-assisted account. This gives you time to buy more agent seats before you run out. 
  The account owner and billing admins can purchase the seats directly. Admins without billing permission can request a subscription change to add more seats. See Adding agent seats when the last seat is used. 
  

  

Status page

• You can subscribe to SMS status notifications for your account. If you choose to receive notifications, you can now opt for specific types of notifications via SMS, email, or both methods. See Subscribing to status notifications for your account.

  

Developer

• Sunshine Conversations now supports Apple Messages for Business, formerly Apple Business Chat. See the Apple Messages for Business channel in the Sunshine Conversations docs.