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
- Mobile SDKs
- Guide & Gather
- Talk
- App Marketplace
- Support
- Products with no updates this week
Zendesk Answer Bot
New
-
Flow Builder
Increased button link limit to 10 for the Send Message step.
Fixed
-
Flow Builder
Fixed an issue on the Flow Builder Explore dashboard on the overview tab: % engaged with Answer Bot and the % transferred to agent metrics did not respect the time period filter. This has been fixed, and these metrics now respect the time period filter and update accordingly.
Mobile SDKs
Zendesk SDKs: 2.9.0 iOS
New
- Proactive messaging is supported
- A border around transparent images was added
- Shimmer effect added on carousel image load
Fixed
- The message composer did not appear after submitting a form
- File or image upload error state did not appear on failures
- Messages sent from another platform were not displayed on mobile
- Carousel did not resize on device rotation
Updates
- Status bar contrast has been improved
- The tap area on failed messages to retry has been expanded
- The form input field focus has been improved with a thicker border
Zendesk SDKs: 2.9.0 Android
New
- Proactive messaging is supported
Fixed
- The conversation screen did not scroll to the bottom in landscape mode after uploading images
Updates
- Removed elevation and drop shadow from form buttons
Guide & Gather
Fixed
- Rendering the images of host-mapped SSO accounts in Knowledge
Talk
Fixes/Updates
- Fixed an intermittent issue that affected a few customers: Voicemail recordings were missing in tickets if the transcriptions were on (within business hours).
- Fixed an issue regarding missing voicemail transcriptions: Agents could not answer calls and were routed to voicemail. However, pressing option 1 for voicemail was not impacted.
App Marketplace
New:
-
GoTo Resolve
GoTo Resolve lets you start a one-click support session that makes all your customers happy. When the support session ends, notes and recordings are automatically pulled into the Zendesk ticket for record-keeping purposes. No need to use yet another system to manage remote support sessions. From the Zendesk ticket, your agents can then initiate an instant online support session; With a single click, they can access and control a customer's PC, Mac, Android, or iOS device. GoTo Resolve is available for Support. -
Field Mapper
Field Mapper is an easy-to-use app that gives you the ability to map text/number/multi-line ticket fields into your user/organization fields. Simply define which ticket field you want to map with your user/organization field. You can even merge two custom ticket fields into a single field (for example, First and Last Name). Field Mapper is a paid app available for Support. -
Ply (Support)
Ply lets you add custom features that connect Zendesk to over 50 supported apps. With simple but effective interface builders, pre-built integrations, and data and logic helpers, you can add almost any functionality you want to Zendesk tickets. You can also create, update, and manage your items from any of the supported apps. For example, you can add a button to Gmail that adds messages to new or existing tickets in your Zendesk inbox, so your team can handle them. Ply's easy-to-use workflow and interface builders let you create exactly the functionality you want, without having to code.
Support
New
- Views introduced a new pagination experience and changes to the user profile page
Products with no updates this week
- Admin Center
- Zendesk Chat & Messaging
- Explore
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)
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