Check out what's new in the last month:
Also don't miss:
- New trigger conditions and actions are available, expanding what triggers can do. Now you can set up triggers to fire if the requester is a light agent, if the ticket has attachments, or if anyone is CC’d. Additionally, trigger actions can now update text and numeric custom fields. See Trigger conditions and actions reference.
- You can edit tables directly in the Agent Workspace composer instead of returning to a separate application to do the work. Changes you can make include updating content, adding or deleting rows and columns, and merging or splitting cells. See Editing tables in the composer.
- You can now sort your list of customers on the Customers page by name and last updated date. The new Last updated column replaces the previous Created at column. See About the Customers (end users page).
- You can now export your list of suspended tickets to a CSV file. Exporting the suspended ticket list lets you use your own spreadsheet software to sort, filter, and view all your suspended tickets on a single page. See Using export to analyze suspended tickets.
- Two new messaging bot step types are available:
- Ask if question resolved provides a way to capture end user data to measure how well each answer is performing, and indicates which answers can be refined and optimized.
- Ask for details uses custom ticket fields to capture customer data such as name, email, and any other information that can help direct the rest of the conversation.
- Authenticated messaging end-user IDs are displayed in the user's profile in Agent Workspace. Once they have been authenticated and their identity has been verified with Zendesk, the end user will not be prompted to provide their name or email address by the messaging bot in the default messaging response.
- You can now clone and delete your messaging bots. Using the new options menu on the Bots page in Admin Center makes bot creation and management easier. See Cloning a bot and Deleting a bot.
- You can now create content blocks from outside the article editor. Prior to this release, you could only create content blocks from within an article. Now you can create content blocks using the Add menu in your help center or Guide admin. See Creating and inserting reusable information with content blocks.
- You can no longer send outbound text messages to recipients in Russia. For more information about available text numbers, see Zendesk Text number availability and pricing.
The new team members page makes it easier to manage your team with new filtering, sorting, and license seat information. It also sets the foundation for future features such as bulk team management (group membership, product access, and roles), import and export of team member data, advanced filtering, and improved integrations. See About the Team members page.
- You can now see the number of agent seats you have remaining in your account on the team members page. This count provides you with advance warning when you're about to run out of licenses and need to buy more. See Monitoring your agent seat count.
Seats remaining, Zendesk Suite Seats remaining, multiple products
- You can now grant permission to manage SLAs to custom roles separately from other business rules. This is part of an ongoing effort to offer more granular control of business rules management. SLAs now join triggers and automations as a standalone business rules permission for custom roles. See Creating custom roles and assigning agents.
- We've added a Filter button to your views. The button enables you to add additional filters to an existing view to narrow your list of tickets without creating a brand new view. See Managing your views.
- For eligible accounts, you can upgrade your account to a higher-level plan and try it out before purchasing. This test-drive enables you to work with additional features in a higher plan before making a final decision to purchase. See Trying out a plan upgrade.
- You can now compare plans as part of a Zendesk Suite trial. This enables you to find the best plan to meet your needs well before you decide to purchase. See Introducing Zendesk Suite trial tasks.
- Customers with expired trials will see a new resources page with lots of information to help make a buying decision. You can compare plans, talk to a Zendesk representative, review demos and customer success stories, and more. See Buying Zendesk Suite with a trial.
General API introductory material now resides at the top level of the API Reference page, making it easier to find and use. Previously, this information was under the Support (Ticketing) API. See the API reference introduction.
- Zendesk's new Zoom integrations allow you to resolve customer inquiries faster, simplify workflows, and deliver more personalized service. See Zoom for Zendesk.
The new Zoom integration consists of two parts: