Zendesk Chat and Messaging
New
- Upcoming maintenance window for podded Chat accounts. Learn more.
Fixed
- [Web Widget Classic] Improved de-duplication of messages when reconnecting
- [Web Widget Classic] Fixed end chat issue when agent goes offline outside of set operating hours
- [Chat Dashboard] - After CP1 to CP4 migrations ( Blue green migrations), when agents or admins login they'll no longer see the migration success banner.
Web Widget (Classic and Messaging)
Fixed
- [Messaging] Standardize timestamps in messaging and conversation components
Zendesk mobile
Zendesk Support iOS App - 2.17.5
Fixed
- Minor bug fixes and enhancements
Zendesk Support Android App - 2.24.0
Fixed
- Minor bug fixes and enhancements
Zendesk SDK iOS - 2.5.0
New
- Message in receipt animation
- Improved accessibility
- Improved the message history by loading more than 100 messages when the user scrolls to the top of the message list
- Support to include actions for image and text messages
Fixed
- Fixed an issue where the navigation bar appearance on the parent view controller was changed after leaving the conversation screen
Updated
- Update iOS minimum version support from 10.0 to 11.0
- The conversation screen now uses a standalone navigation bar. It's no longer required to push the conversation screen to a navigation controller in order to see the conversation header
Zendesk SDK Android - 2.5.0
New
- Message in receipt animation
- Improved accessibility
- Push notification permissions to support Android 13
- Granular media permissions to support Android 13
Fixed
- Scrolling issue after submitting a form
- Fixed an issue where the navigation bar appearance on the parent view controller was changed after leaving the conversation screen
Updated
- Carousels have an improved design to a more modern structured look
- The conversation screen now uses a standalone navigation bar. It is no longer required to push the conversation screen to a navigation controller in order to see the conversation header.
Answer Bot
New
- [Flow Builder] Clone Bot is now available to clone a bot, including all of the bot contents.
- [Flow Builder] Extended copy and paste to work between answers
App Marketplace
New
- Webshipper (Support)
- Webshipper displays the most important order and shipment information from Webshipper to your support agents inside of Zendesk. With the Webshipper app, your agents will have a quick and clear overview of the customer's past and current orders, including status, order lines, and a shortcut to the full details in your Webshipper dashboard.
- Roadmap (Support)
- Roadmap is a feedback-driven product management tool that helps you build the right product based on your customers' needs. Send user feedback from Zendesk tickets directly to Roadmap to track feedback. With the Roadmap and Zendesk integration, ideas, feedback, and follow-ups don’t fall through the cracks and you don’t have to worry about endlessly tagging tickets in Zendesk.
- Help Center Analytics (Support)
- Help Center Analytics helps you build and grow your Zendesk knowledge base with analytics. Measure people's engagement with page views and reading time by article, section, or category. Measure and track helpfulness as a percentage of people who found your KB articles helpful. Track people's journey to understand what KB articles to improve and how. ind out how many and what tickets are created from each article.
- Squarespace by Solafid (Support, paid)
- Squarespace by Solafid displays Squarespace order information to support agents while they serve customers. The app finds matching order details based on the customer's email address. Agents can see a list of orders placed by the customer, including the order details such as order items, shipping and billing addresses, tracking details, and order notes. All of this is done without leaving Zendesk.
- MessageBird by Ulgebra (Sell)
- MessageBird by Ulgebra enables the user to manage their conversations using various social media platforms in one place. Access these features within Zendesk Sell through the extension to accumulate and handle all the interactions in one place.
- Cobalt (Theme)
- Cobalt features custom block icons at the top and bottom of the home page, custom hero image for the homepage and community homepage, a responsive web design, the ability to set or unset social media links, and blocks for the direct navigation to categories pages and more.
- Vancouver (Theme)
- Vancouver is a fully customizable theme with options to show Call-to-action components on the homepage and all other pages. Show custom message on the new ticket page. As always, this theme comes equipped with custom blocks, video blocks, table of contents, formatting components, and more.
- Tech-Connect by AVH Technologies (Support, paid)
- Tech-Connect by AVH Technologies connects Zendesk to the Synchroteam Field Service Application. ink Synchroteam jobs to Zendesk tickets using a custom field that contains the Synchroteam job ID. The sidebar app will display the job details and will allow you to update, schedule, cancel, and validate jobs from within the Zendeks ticket.
- Zoom Meetings (Support)
- Zoom Meetings lets you launch a new or scheduled Zoom meeting from within your Zendesk Agent workspace without having to separately login to Zoom. The Zoom meeting details, recording, transcript, chat, duration and any notes after a call are directly saved within Zendesk as an internal note. Easily access them anytime for future context or quality assurance.
No updates this week
- Support
- Guide and Gather
- Zendesk Talk
- Admin Center
- Explore
- Sunshine Conversations
- Sell
3 comments
CJ Johnson
I struggle to understand why changes and feature releases for Support that I see posted on the forums in comments, don't get included in these weekly emails. Here's an example of a pretty major change that was not captured in this weekly release documentation:
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This is actually an issue I've been waiting close to a full year for resolution on. If I hadn't by chance been subscribed to a random community posting, I would never had known about this change to the UI in the Agent Workspace interface.
I've got close to 100 bugs I've been told to wait and watch the release notes for when Zendesk fixes it. If you are not posting in the release notes when you fix things, then I have no way to know when these issues are resolved. Some of these are nearly 2 years old. These range from minor issues, to extremely major. If I can't rely on the Release Notes to actually contain updates on these issues, I have no avenues whatsoever.
4
Tobias Hermanns
Same for us, we see EAPs, Feature Changes, Design changes (Macro Button) whatever, but this notes lacking extreme for Support changes or hidden roll outs.
2
Scott Burnham
Cool, how do we sort tickets by subject?
0