See last month's What's New for an overview of what was new in January.
This week's release notes include:
- App Marketplace
- Zendesk Answer Bot
- Explore
- Guide + Gather
- Support
- Products with no updates this week
App Marketplace
New
- Sportspot
- Sportspot is a fully responsive multipurpose Zendesk Help Center (Guide) theme. The theme is a perfect balance between style and performance. All the elements of the help center are arranged in a way that keeps navigation super easy. The theme comes with a large parallax image at the back of a floating search box at the center of it all. It has a stunning full-screen layout with beautiful blocks and interactive design elements, which generate an airy and elegant feeling to the help center.
- Bilstatistik Lookup by Proventic
- Bilstatistik Lookup by Proventic can automatically look up a Danish number / license plate, written in the ticket conversation, and display the car and leasing 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 of both number plate / registration numbers and VIN is available as well.
- Macro Export
- Macro Export is a simple tool for CSV export of your macros, actions and dynamic content. Export all your macros and any meta-data: title, description, created and updated time, actions. Export the list of actions for each macro and your dynamic content for each language.
- Cavel
- Cavelis easy to customize and it has a lot of features and a very strong setting panel for any user to make a good Support Center. Cavel also included a lot of features for making a good professional look Help Center with an attractive design.
- Loader
- Loader allows you to preview, select, link, and import data into Zendesk without any coding or special knowledge. Loader can import or update customers, organizations, and tickets. Each object has unique data fields (for example for a ticket – Requester, Assignee, Type, Priority, etc.). The full list of fields supported for import is available through the Loader UI.
- Article Recommendations by Contexter
- Article Recommendations by Contexter is AI-powered in-app contextual article recommendations. Contexer is a low-code solution that provides your users with in-app help center recommendations, integrates with your existing knowledge base, and saves your support team time. Contexer uses a combination or AI/ML and predictive analytics to get your customers the right help center resources.
- Linkzen
- Linkzen helps you add leads from LinkedIn into Zendesk Sell. Install the Chrome Extension, go to a person's LinkedIn profile, and click 'add to Zendesk'. Voila - the person will be added into your Zendesk Sell account. No more manual data entry
- RewordMaster
- RewordMaster ensures that your customer service agents are able to effectively communicate with customers in a professional manner that reflects your company's voice and in impeccable English. Write directly in the Zendesk editor; there is no need to use another software or a Chrome extension. AI will automate the insertion of a polite boilerplate.
- Language Weaver Translation
- Language Weaver Translation enables global organizations to manage multilingual content and workflows in real-time at scale. Protect your data, accelerate insight and ignite growth through Language Weaver technologies. The Language Weaver Zendesk plugin enables your agents to communicate with your global customers by providing machine translation in Zendesk Support Tickets. Agents can translate the messages from customers and also allows them to machine translate their responses into the customer's preferred language.
- Green
- Green is a modern, professional, and engaging Support Center with Green, a fully responsive theme for Zendesk Guide. Also, Green comes with several setting options that will help you improve the user’s perception of your help portal. The theme options are user-friendly and require no special knowledge, adding value to a beautifully responsive Zendesk Guide theme.
Zendesk Answer Bot
New
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Flow Builder
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Added new step Branch by Condition.Admins can configure the bot to make conditional decisions based on customer attributes using this new step. For more information see this article.
- Ask for details is now the default step to collect information from customers. The Transfer to Agent step has been updated where the data capture section will become an Ask for details step, and the initial message display will become a Send message step. For more information see this article.
- Updated Greetings starting answers and Fallback suggest answers to display in the order they are pinned.
- Updated Carousel step where emoji and variables can be used in the Title and Description field.
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Explore
New:
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Default report filter for Support - Tickets dataset
To improve report loading time, every new report created in the Support - Tickets dataset now has a default 30-day filter based on ticket creation date. Users can update the time range of the filter, replace it with another filter, or remove it altogether. -
Changes to the dashboard builder sharing window
When sharing a dashboard, a new View info label appears under each group name. You can hover over View info to see the count of users in the group and the first 20 group members. See how it works in the classic dashboard builder or in the beta dashboard builder.
Guide + Gather
New:
- Google analytics 4 for Help Center
- [Open Beta] Custom fields filtering in the ew request list experience
Fixes:
- Article attachments are now visible and downloadable in Knowledge in the Agent Workspace.
- Fixed a bug that made the "next" button appear on the last page of requests on the Requests page.
- Fixed a bug that caused fonts in OTF format to be rejected when uploaded as a theme asset. Theme asset upload now accepts files in OTF format.
Support
Fixes:
- Fix the logic that checks if the private message from FB is converted to a ticket comment
- Rename Slack to Slack DM in the Channel Type drop-down on triggers.
- Add default truncation to views table cell
Products with no updates this week
- Admin Center
- App Marketplace
- Zendesk Chat & Messaging
- Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)
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