See our What's New for an overview of what was released in the last month.
This week's release notes include:
Zendesk Answer Bot
- Flow Builder
Added support for the following Messaging Authentication metadata as variables that can be used across bot answer flows. For more information, see Using authentication metadata in a bot answer.
- Provided name
- Provided email
- Authenticated external_id
- Authenticated status
- Kore.ai Chat
Kore.ai Chat is the Gartner-Leading conversational AI for exceptional customer self-service. Bring intelligent Virtual Assistant automation to Zendesk Sunshine Conversations and Messaging. Assign the Intelligent Virtual Assistant to converse with your customers for common and repetitive requirements, and to free up agents for more critical, high-value requests. Agent Transfer transfers your customer from the Virtual Assistant to a human agent in Zendesk Support's Agent Workspace upon request. A low code or no code platform allows for visual bot design flow and testing without developer training. Test and train Virtual Assistants to interpret diverse human expressions, including a deterministic (Fundamental Meaning) model and a probabilistic (Machine Learning) model that you can use, either separately or together. Use the Kore.ai Chat with Messaging.
Shelf Answer Assist for Support and Chat are products designed and developed to help various contact centers and other internal departments quickly and reliably address customer issues. Answer Assist works as an on-demand and interactive reference guide where agents can quickly access information and content, created by knowledge managers, to help customers resolve their issues and find answers to their questions. Featuring built-in AI and context-mapped suggestions, Shelf Answer Assist guides agents through customer conversations with assistance and automation. Use Shelf Answer Assist with Support and Chat.
Auto-Assigner lets you assign tickets directly to the agent on view. Simply set which Ticket Group or groups should be auto-assigned and the app will do the rest. As soon as the agent in that group(s) views a ticket from that group(s), it will assign itself to them. This unobtrusive application will sit in the ticket sidebar and display the result of its "decision" (to assign, or not and why). Use the pay-for Auto-Assigner app with Support.
Conduit lets you export data from your Zendesk Support account into Google Sheets or other data warehouses in just a few clicks. Build the reports and dashboards you want in the fastest and most flexible way. Using Conduit you can automatically import all of your data into one place in Google Sheets. You can build custom dashboards and reports, query, join, sync, and manipulate your data. Use Conduit with Support.
Products with no updates this week
- Admin Center
- Zendesk Answer Bot
- Zendesk Chat & Messaging
- Guide & Gather
- Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)