Zendesk Chat and Messaging
New
- [Zendesk Messaging] - Omnichannel Routing Beta is available for accounts with Messaging enabled. Agents will be able to easily manage their status across all channels in one place and then be assigned tickets and messaging conversations in priority order. It ensures that your team is working on the most important issues first, helping to maximize service levels across your operation. Learn more.
- [Zendesk messaging] - External id provided in the authenticated visitor API will now be surfaced against the External id field of the User Profile. If the external id provided with the API matches the external id of an existing user, the messaging ticket will be referenced against the same end-user. It is being gradually rolled out.
Web Widget (Classic and Messaging)
Fixed
- [Classic] Update last seen timestamp when config is generated
App Marketplace
New
- Sift (Support)
- Sift dynamically prevents fraud and abuse through industry-leading technology and expertise, an unrivaled global data network of 35 billion events per month, and a commitment to long-term customer partnerships. This integration will enable your fraud teams to leverage Sift’s fraud prevention scores to derive better insights and context, while staying in strong alignment with your customer service team.
- RingCentral SMS by Ulgebra (Sell)
- RingCentral SMS by Ulgebra send RingCentral Messages Go to any Zendesk Sell contact, lead, or deal. Click "Send RingCentral Message" beneath RingCentral SMS by Ulgebra, select your SMS sender, and enter the message or insert a template. Insert fields, user fields, and emojis if required. Send the message.
- Telnyx SMS by OAppS (Support, paid)
- Telnyx SMS by OAppS helps you connect with your customers around the world using the Telnyx SMS/MMS for Zendesk extension. Instantly send SMS & MMS messages using both templated and customized SMS. Channel integration helps to communicate within the Zendesk support medium.
- Burst SMS by OAppS (Support, paid)
- Burst SMS by OAppS helps you connect with your customers around the world using the Burst SMS/MMS for Zendesk extension. Instantly send SMS & MMS messages using both templated and customized SMS. Channel integration helps to communicate within the Zendesk support medium.
- Plivo SMS by OAppS (Support, paid)
- Plivo SMS by OAppS helps you connect with your customers around the world using the Plivo SMS/MMS for Zendesk extension. Instantly send SMS & MMS messages using both templated and customized SMS. Channel integration helps to communicate within the Zendesk support medium.
- RingCentral SMS by OAppS (Support, paid)
- RingCentral SMS by OAppS helps you connect with your customers around the world using the RingCentral SMS/MMS for Zendesk extension. Instantly send SMS & MMS messages using both templated and customized SMS. Channel integration helps to communicate within the Zendesk support medium.
- Yext User History (Support)
- Yext User History reveals a requester’s journey through your Yext Search experiences, up until and after case creation. Arm your agents with this data so they can provide more relevant answers. The component displays all of the actions a customer has taken in Yext search. With this visibility, your agents can both communicate more efficiently with customers as well as identify gaps in documentation that haven’t effectively answered the customer’s questions.
No updates this week
- Support
- Guide and Gather
- Zendesk Talk
- Admin Center
- Explore
- Sunshine Conversations
- Sell
- Zendesk mobile
- Answer Bot
2 comments
Shayan Moussawi
„ Zendesk messaging] - External id provided in the authenticated visitor API will now be surfaced against the External id field of the User Profile. If the external id provided with the API matches the external id of an existing user, the messaging ticket will be referenced against the same end-user. It is being gradually rolled out.“
It seems like up until yesterday that also applied to external ID being issued with the normal API (and not just messaging)
Is there any chance you could bring the external ID being displayed in the customer profile back for normal requests as well? This would greatly help with visibility of it and align it better with the messaging authentication functionality.
1
Dennis
I'm also having agents report not being able to see the external ID in the user profile pane of the ticket page. Would appreciate it being put back in place.
1