Guide & Gather
- The Content Blocks app in the left-side panel is now visible to everyone (removing the admin-only guard).
- You can open the Content Block editor on a click of a row as it is for articles.
- Removed the three-dot menu for content blocks in the CB list.
- In the Content Block editor, introduced a split button for Update All and Delete for admins (agents can only Update All). Read more about content blocks in Managing content blocks in articles.
- Fixed a bug where tickets created from callback requests would have the wrong title. Now callback tickets have the word "Callback: " followed by the requester name.
- Fixed a bug where Voice Comments would appear duplicated in tickets created from callback requests.
- [Flow Builder] Fixed an issue where the answer status wasn’t correctly updated when a change was made to the answer.
Web Widget (Classic & Messaging)
- [Messaging] Fixed end user loading states to indicate live regions for dynamically changing content.
- Macro Suite (Support, paid)
- Macro Suite is everything you need for your macros. Macro Suite gives you access to things like Agent Assist, Macro Warnings, Ticket Assessment, Macro Usage, and even lets you view and clone personal macros. Agent Assist lets you create selectable field for agents to compose better messages. Agents automatically get the correct information at their finger tips. Macro Warnings prevent information overload to your customers. They also notify your agent when the same macro has already been used on this customer in a selected timeframe. Ticket Assessment helps you learn about your expensive tickets. Macro Usage is for team leaders who want to know how macros are used by agents.
- Landingi (Sell)
- Landingi lets you drag-and-drop your way to high-converting landing pages and grow your revenue. Landingi allows you to quickly create, publish, and optimize marketing creations without programming skills. At the same time, the multitude of functions allows for advanced promotional campaigns. Increase the conversion rate on your landing pages and build them easier and faster than ever before with Landingi. Generate leads, signups, and sales to improve the effectiveness of your digital marketing campaigns and grow your business.
- Bloomreach Engagement (Support)
- Bloomreach Engagement is a single platform that combines the power of a customer data platform, email, messaging, ads, artificial intelligence, marketing automation, and web personalization so you can create marketing campaigns across channels that drive revenue. Bloomreach Engagement integrated with Zendesk provides Bloomreach Engagement data in your Zendesk ticket sidebar. Pick the channels you need to deliver remarkable and connected customer experiences. Select from a wide portfolio of built-in channels and orchestrate them into a meaningful journey.
- Customer View for Agent (Support)
- Customer View for Agents allows admins to toggle 'Title shown to customers' for agents too. Agents can now enjoy a seamless experience away from cryptically-named custom fields managed by admins. Even if a field is not meant to be viewed by customers, it can accept a customer title if 'customer view' is enabled, and persist it after 'customer view' is disabled.
- Ascendo AI (Support)
- Ascendo AI is a full Support Experience platform built for customer support teams. Ascendo provides unmatched accuracy and self-learning engine that helps agents solve issues, detects anomalies, provides knowledge intelligence, surfaces product feedback, sentiment and churn, manages backlog, makes spares planning smart and delights self-service. Quickly triage all open and new tickets in Zendesk Support. Automatically categorize the tickets with a ready-to-use prediction model and more.
No updates this week
- Sunshine Conversations
- Zendesk Mobile