Release Notes Through 2022-07-29

Web Widget (Classic and Messaging)

New

• [Messaging] Web Widget's frame render is lazily downloaded
• [Messaging] Update footer component within Admin Center to accommodate new Help Panel

Fixes

• [Messaging] Add additional information to better explain the Custom launcher option within Admin Center

Zendesk Chat and Messaging

New

• [Agent Workspace] Visitor Profile mismatch banner now appears for authenticated users as well for Live Chat. Learn more.

Zendesk mobile

Fixes

• Minor bug fixes and enhancements to the Zendesk Support iOS App 2.17.4

Guide and Gather

Fixes

• Restored the possibility to delete a content block when opening it from article editor.

Zendesk Talk

Fixes

• Problem in adding Colombian phone numbers to end-user profile has been resolved. Now Colombian phone numbers of E.164 format can be added to a user profile.
• Resolved the issue where the "select all/none" option was not available in the Talk dashboard's line dropdown.

App Marketplace

New

• Rdentify (Support, Chat)
  • Rdentify for Support and Chat brings together state-of-the-art machine learning and linguistics technology to provide customer protection by identifying signs of vulnerable customers during customer interactions and flagging them to Customer Support agents in real time within Zendesk. Rdentify also analyses customer sentiment, their Customer Frustration score, together with their conversation tagging system assists businesses to properly understand the source of customer frustration and allows for more informed QA of Customer Support agents.  Breakdown customer conversations by types and set your own tags such as litigation threat, debt, financial harm, closure requests, deposit issues, etc, and view all this information within your existing Zendesk integration.
• Surfboard (Support)
  • Surfboard is a simpler, smarter, and fairer team planning tool for customer service teams at scale. With the Zendesk integration for Surfboard, you'll have access to things like detailed forecasting - understand how your ticket volumes fluctuate and how many people you need to handle them, faster shift planning - automatically assign shifts 8 weeks in advance without needing to click a button and ensure your team know when they’re working, and smarter activity scheduling - get detailed daily activity plans for each of your team, so you know you’ve got the right people on the right tasks at the right time.
• Twilio SMS by OAppS (Support, paid)
  • Twilio SMS by OAppS helps you connect with your customers around the world using Twilio SMS/MMS for Zendesk extension. Instantly send SMS and MMS messages using both templated and customized SMS. Channel integration helps to communicate within the Zendesk support medium.

• Onepilot (Support)
  • Onepilot makes Customer Care Outsourcing simple and flexible. Onepilot empowers e-merchants with a fully flexible solution to handle all or part of their customer support. Onepilot platform offers agents simplified access to knowledge, driven by AI, and a unified work environment with popular tools integrations allowing agents to perform refunds, track orders, and other tasks in a few clicks.  Follow and apply quality check on tickets done by Onepilot
• Sunshine Asset Management (Sell, paid)
  • Sunshine Asset Management for Sell helps you expand your data models in Zendesk with Custom Objects. Add products, subscriptions, devices, systems, or items to your Contacts. See what your Contacts have bought from you, or what they own, so you can offer contextualized answers to their support requests. Show your Contacts you know and understand them. Provide fast solutions based on the interactions your Contacts have had with your enterprise.
• Nummerplade opslag af Proventic (Support, paid)
  • Nummerplade opslag af Proventic can automatically look up a Danish number plate / license plate, written in the ticket conversation, and display the car information in the ticket sidebar.  The app can even recognize if several number plates have been written in the conversation and let you look them up with just a single click. A search field for manual lookup is of course available as well.
• Pro Backup (Support)
  • Pro Backup helps you get daily, automated backups of your Zendesk account. Businesses rely increasingly on cloud applications such as Zendesk to manage their work making them a primary risk.  Pro Backup protects your business by backing up your Zendesk tickets and offering advanced restore capabilities.
• Voximplant Kit (Support)
  • Voximplant Kit is a no-code easy-to-use omnichannel cloud contact center with intelligent automation. You can now add omnichannel capabilities of Voximplant Kit directly in Zendesk to provide agents with all the information they need to deliver engaging customer experiences.  Agents can make and receive calls, log call data, and add context to Zendesk tickets. Set up automated tasks triggered by contact center events, such as ticket creation or contact updates to improve agent efficiency and customer satisfaction.  With the integration enabled, when clicking a contact's Zendesk badge in Kit Softphone, it automatically opens the associated contact in Zendesk. It saves you time, increases your efficiency, and helps you provide the highest level of customer service.

 

No updates this week

• Support
• Admin Center
• Answer Bot
• Explore
• Sunshine Conversations
• Sell