What's new in Zendesk: March 2023

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Check out what's new in the last month:

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Security

You now have the flexibility to allow multiple sign-in methods for team members and end users. For example, if you configured SSO for team member sign-in, you can provide another authentication mechanism (such as email and password) if you have a subset of users who can’t sign in through SSO. See Allowing multiple sign-in methods for team members and end users.

Zendesk messaging is now covered by the BAA when purchased as part of Zendesk Suite. See Advanced Compliance.
The Branch by condition step can be configured to evaluate data stored in variables, then determine which branch the conversation should follow based on the condition it meets. See Understanding Branching conditions.
New rich content options are available for use in your answer flows. You can add button links, images, and gifs to both the Send message and Add carousel step types. See Adding rich content to answers in Flow Builder.

The Guide - Knowledge Base dataset and prebuilt dashboard have been updated to give you an even better understanding of your knowledge base performance. The dataset now includes an article category attribute and metrics for the number of article comments, subscriptions, upvotes, and downvotes. The prebuilt dashboard includes new and updated reports that take advantage of this data. See Metrics and attributes for Zendesk Guide and Analyzing your knowledge base activity with Explore.

Content can now be redacted on email, child ticket, and Microsoft Teams side conversations. Similar to redacting ticket comments, you can redact side conversation content by opening the redaction editor and marking the text you want to redact. See Redacting ticket content.
The steps to change a ticket requester have been simplified in the standard agent interface to make it compatible with the Zendesk Agent Workspace. You don't have to click a change link to view the field and make updates. Now, the Requestor field appears by default in the ticket interface. See Changing the ticket requester.
Better support for Asian languages is now available in the Zendesk Agent Workspace. The ticket composer has been upgraded. Previously, support for Japanese and Korean languages was listed as a composer limitation. See Limitations in the Zendesk Agent Workspace.

You can now use Google Analytics 4 to track your help center traffic. If you are migrating to Google Analytics 4 from either Google Universal Analytics or Google Analytics 360, you can run Google Analytics 4 alongside the previous versions to ensure that you’ll have historical data when the migration is complete. To use both Google Universal Analytics and Google Analytics 4, you can add both tracking IDs in Guide admin. See Enabling Google Analytics for your help center.
You can now merge one or more content tags to combine duplicate or related tags into a single tag. When you merge content tags, you retain the name of the tag that you are merging to, and the tags that you merged from are deleted. Content associated with the merged tags is then associated with the tag that you merged to. See Creating and managing content collections with content tags.

Star and open all message types in Thread view: To make it easier to filter your messages, you can now star emails, SMS, and notes and add them to a thread. All of which you can do from leads, contacts, and deals details cards, or directly from your Activity feed. For more information see: Managing your Sell email, phone calls, and text messages, Working with notes in Sell, Viewing and filtering the Sell Activity Feed.
Group lead and contact attributes into sections on lead, person, and company details pages: Sell Admins can now customize the layout of attributes on lead and contact details pages, including creating sections and then grouping standard and custom fields into them. For more information see: Customizing the layout of your records.

New recipe for messaging: Getting external data for your messaging bot shows how a messaging bot can use Flow Builder's Make API call step to fetch data from an external system, such as Shopify or Salesforce. In the recipe, you create a bot answer that retrieves weather data for a location provided by an end user. You can use the answer's flow as a starting point for your own API-powered answers.
The Using AI to summarize conversations in a Support app tutorial shows how to use the Zendesk Apps framework (ZAF) to extend Zendesk using external AI systems. In the tutorial, you'll create a client-side Zendesk app that uses GPT-3 to summarize Support ticket conversations.