- The Audit log now has events for the following updates
- Export of the Audit log CSV
- Security > End user authentication settings
- Configuration > End users settings
- (Support)indicates the app is available for Zendesk Support.
- (Chat)indicates the app is available for Zendesk Chat.
- (Sell)indicates the app is available for Zendesk Sell
- (Theme) indicates the theme is available for Zendesk Guide
- (SunCo)indicates a new app is available for Sunshine Conversations
- UpChat (Support) (Chat)
- UpChat is a tool that helps you to avoid information duplication from the support rep's side and make your clients feel they are communicating with one person. You can try UpChat to mark the items you mentioned and select or type specific parameters. Then, when you end your shift, your colleagues have no need to over read messages in the ticket. Instead, they can check out what you've marked on the sidebar. Consequently, they can continue the conversation more smoothly and quickly.
- AfterShip Returns Center (Support)
- AfterShip Returns Center is a must-have returns management portal that ensures a happy post-purchase experience. AfterShip Returns Center is built with an intuitive interface for your customers to process a return from your online store. Relieve yourself of all the hassles to manage all the returns requests and update returns status in one place.
- Phedone (Support)
- Phedone is an API based NLP solution that enables you to apply powerful models to incoming tickets leveraging Artificial Intelligence, automating prioritisation and routing. Improve your support team efficiency, reduce bouncing and lower their reaction-time by automatically tagging incoming tickets with pre-made or custom made models (with our no-code builder, from your data). Phedone leverage NLP Machine Learning models on demand and will fill your incoming ticket fields based on the results of the picked continuous analysis models such as products and touchpoints detection, priority, express review rating, summary, language detection and much more.
- ToDo app by BCR (Support) (paid)
- ToDo app by BCR was developed as a quick, safe, and user-friendly way to store the Agent's notes during the workdays. Be able to create and manage your own tasks, based on each individual ticket or customer. Create trails and customize your workflow. Enhance productivity! Using ToDo app you can create customized workflows to standardize repetitive processes. Try now and start controlling your progress, as your ToDos and Dones.
- Kanban by BCR (Support) (paid)
- Kanban by BCR was created in order to help both leaders and agents to keep the contact queues under control. Create tasks for your Tickets, divide your board in columns, and define the best flow to your business.
- LaunchDarkly (Support)
- LaunchDarkly is the world's leading Feature Management Platform serving over 20 trillion feature flags daily to help software teams build better software, faster. Product and development teams often utilize LaunchDarkly feature flags to control feature entitlements for a designated segment or group of users, effectively gating access for betas, trials, custom features, and more. The LaunchDarkly app gives you and your team members a read-only view of your feature flags. Once installed, agents can see the flag variations LaunchDarkly serves to your customers without leaving Zendesk, thus dramatically shortening the time to close tickets.
- Lime Integration (Support) (paid)
- Lime Integration is an easy to use Zendesk app that integrates Zendesk with Lime CRM and allows a Zendesk agent to easily access user data from Lime while handling a ticket in Zendesk. By using Lime Integration it will allow a Zendesk agents to easily access basic user data from Lime CRM while managing tickets without having to jump between different tabs.
- Improved macro admin capabilities
- Easier way to see upcoming SLA breaches
- SLA loading indicator introduced within the Views table
- [Classic] Grey text in "Search our Help Center" within Web Widget (Classic) adjusted to meet a11y standards
- Chat & Messaging
- Guide + Gather
- Sunshine Core
- Zendesk Native SDK (Unity)