What's new in Zendesk: April 2023

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Check out what's new in the last month:

• Security
• Support
• People
• Messaging and bots
• Guide
• Sell
• New and notable resources

Also don't miss:

• Zendesk early access programs
• What's New quarterly webinar

Security

• You can now specify the email address where you’d like to receive notification of a confirmed security incident that has impacted your Service Data. See Designating an email address to receive required security notifications.
• The Status API has new endpoints that reduce the number of requests required to identify incidents affecting your account and also enable you to check for maintenance incidents as well. These new endpoints will replace the original Status API endpoints later this year. See Announcing the deprecation and replacement of the Status API endpoints.

Support

• The information that appears in ticket tabs has been updated in the Zendesk Agent Workspace to help you better manage conversations for different channel types. The tabs for email and ended chat tickets now show the ticket subject and ID, instead of the requester name and last message. See Using ticket tabs to manage conversations.
  

  Email and ended chats	Active chats and messaging

• A new ticket merge warning message appears if a mismatch across organization, brand, or requester fields is detected. This message allows agents to reassess the ticket merge and can help prevent accidental merges from taking place. See Merging tickets. 
  

  

People

• You can now generate team-member data exports from the Team members page. The data is exported into a CSV file that contains information such as team members’ primary email addresses, the date their profiles were created, product roles, and more. See Exporting team-member data.

Messaging and bots

• Proactive messages are now available for Web Widget and mobile channels. With proactive messaging, you can deliver targeted messages to your customers through your Web Widget or mobile app, without waiting for the customer to start the conversation. See About proactive messaging.

  

• New messaging metadata variables are available for use in your answer flows. The new variables use the signed JSON Web Tokens (JWTs) used for messaging authentication to get information about a customer's identity and authentication status. A messaging bot can use the variables to customize its responses or branch a conversation's flow. See Using authentication metadata in a bot answer.
• The ticket event log now includes "offered to" events for messaging tickets offered via omnichannel routing. When omnichannel routing offers a messaging ticket to an agent, this is logged as a ticket event. If the agent accepts the messaging ticket, the ticket status changes to Open. If the agent doesn't accept, the messaging ticket is offered to another agent with eligible status and spare capacity, and this second "offered to" event is also logged. See Viewing all ticket events for ticket updates.

  

Guide 

• You can now search and filter on images in the account level gallery for content blocks. The account level gallery contains images used in the content block you are working in, as well as all images you've uploaded to any content block in your account. To make it easier to search and filter on images, you can use the new search and filter fields to:
  • Search for images by title
  • Filter images by the date they were added to the gallery or updated
    
    

Admin Center

• Webhooks now support custom headers and API key authentication. In addition to the new authentication method, you can add up to five custom headers to a webhook. Custom headers enable Zendesk webhooks to integrate with systems and services that have unique header requirements. See Creating webhooks to interact with third-party systems.

Sell

• Improved readability and accessibility for the Lead Capture form. The updated design also means the new URL for hosted forms is based on your Zendesk subdomain. See Setting up and publishing a Lead Capture form.
• Star and view messages in thread view on contact, deal, and lead cards. Sales reps can better manage important messages and enhance their message view by grouping them by threads. See Managing your Sell email phone calls, and text messages.

New and notable resources

• Migration guide for messaging API connections. Starting May 31, 2023, you can only use API connections to authenticate REST API calls from a messaging bot. This article walks you through the process of updating your bots to use API connections. See Updating messaging bots to use secure API connections for API calls.