This week's release notes include:
- Mobile SDKs
- Guide & Gather
- App Marketplace
- Zendesk Answer Bot
- Products with no updates this week
iOS Support Mobile App Version 2.23.0
- We've launched a new ticket details experience which you can access via Settings in the app. Try it out and tell us about your experience using the in app feedback feature. For more details, see About the Zendesk Support mobile app.
- Fixed an issue where Facebook and Twitter replies were not being sent.
- URL's are now tappable in the new ticket details UI.
- UI improvements to the ticket details view.
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 the 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.
- #16792 - Fixed the logic that checks whether the private message from FB is converted to a ticket comment.
- #58228 - Renamed Slack to Slack DM in the Channel Type drop-down on triggers.
- #34320 - Added a default truncation to the Views table cell.
Guide & Gather
- Google analytics 4 for Help Center
- [Open Beta] Custom fields filtering in the new request list experience
- 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. The theme asset upload now accepts files in OTF format.
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 in 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 automatically looks up a Danish number/license plate that's written in a ticket conversation and displays the car and leasing information in the ticket sidebar. The app can even recognize if several number plates are written in the conversation, so you can look them up with just a single click. A search field for manual lookups of both number plate/registration numbers and VIN is available as well. This is a paid-for app that you can use in Support.
- Macro Export
Macro Export is a simple tool to export your macros, actions, and dynamic content in a CSV file. This means you can export all your macros and any meta-data, including title, description, time created and updated, and actions. You can also export the list of actions for each macro and your dynamic content for each language. Use Macro Export in Support.
Cavel is an easy to customize Guide theme that has many features, including a strong settings panel. Any user can work with the Cavel settings panel to create a great support center experience, and an attractive, professional-looking help center.
Loader allows you to preview, select, link, and import data into Zendesk without any need for coding or special knowledge. Use Loader in Support to import or update customers, organizations, and tickets. Each object has unique data fields (for example, a ticket usually requires such fields as Requester, Assignee, Type, and Priority). The full list of fields supported for import is available through the Loader UI.
- Article Recommendations by Contexter
Article Recommendations by Contexter is an AI-powered, in-app, contextual article recommender for you to use in Support. 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 of AI/ML and predictive analytics to find your customers the right help center resources.
Linkzen helps you add leads from LinkedIn to Zendesk Sell. No more manual data entry, by installing the Chrome extension, it's as easy as clicking 'Add to Zendesk' on a person's LinkedIn profile. The person will instantly be added to your Zendesk Sell account.
RewordMaster is a paid-for app for Support that ensures your customer service agents can effectively communicate with customers in impeccable English, and in a professional manner that reflects your company's voice. The app allows you to write directly in the Zendesk editor; so there is no need to employ other software or Chrome extensions. The RewordMaster AI automates inserting a polite boilerplate.
- Language Weaver Translation
Language Weaver Translation gives power to global organizations to manage multilingual content and workflows in real-time and at scale. The Language Weaver Zendesk plugin for Support allows you to protect your data, accelerate insight, and ignite growth. It also empowers your agents to communicate with your global customers by providing machine translation in Zendesk Support tickets. Using the plug-in, agents can translate messages from customers and machine translate their own responses into the customer's preferred language.
Green is a modern, professional, and engaging support center with a fully responsive theme for Zendesk Guide. Green includes several settings options that will help you to improve the user’s perception of your help portal. The theme options are user-friendly and require no special knowledge, an added value to an already beautifully responsive Zendesk Guide theme.
Zendesk Answer Bot
Added new a step: Branch by Condition. Using this new step, admins can configure Answer Bot to make conditional decisions based on customer attributes. For more information see Understanding answer flow step types (Branch by condition).
- Flow Builder
Ask for details is now the default step to collect information from customers. The data capture section has become an Ask for details step, so the Transfer to Agent step has been updated, and the initial message display has become a Send message step. For more information see Upcoming changes to Flow Builder: Transfer to agent step.
- Flow Builder
Updated the Greetings starting answers and Fallback suggest answers so they display in the order they are pinned.
- Flow Builder
Updated the Carousel step where you can use emojis and variables in the Title and Description fields.
Products with no updates this week
- Admin Center
- Zendesk Chat & Messaging
- Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)