What's new in Zendesk: May 2023

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Check out what's new in the last month:

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Explore

Lookup relationship fields are now available in Explore for datasets that support custom fields. These types of custom fields are available in the following folders of the dataset: Ticket custom fields, Requester/User organization custom fields, and Requester/user custom fields. See Using relationship lookup fields and Finding custom fields in Explore.
We’ve introduced a new security measure for dashboards with public links. If a user attempts to access a password-protected dashboard and enters an incorrect password five times, the dashboard becomes inaccessible for all users for five minutes. See Sharing Explore dashboards outside Zendesk.

Sunshine conversations are now included with Zendesk Suite Professional plans and above for any plan purchased after April 13, 2023. Customers will still need to purchase usage and support separately. See About the Zendesk Suite plan types.
Sunshine conversations with Zendesk Suite are eligible for coverage by the BAA to help you fulfill your HIPAA obligations. Legacy standalone Sunshine conversations are not eligible. See Advanced Compliance.
New Sunshine Conversations add-ons are available for purchase. You must have a Suite Professional plan or above to purchase these add-ons.
- Two of these add-ons increase the number of Monthly Active Users (MAUs) and Notifications that a customer can use within Sunshine Conversations. See About Zendesk Suite add-ons.
- The other two add-ons are Sunshine Conversations Premier and Premier Enterprise support options, which are required at certain MAU usage thresholds.

You can now search the content block list to quickly find the block you need. The content block list includes a new search field that you can use to search for content blocks you want to use in your articles. See Viewing the content blocks list.
The number of images you can upload and use in Guide articles and content blocks is now dependent on your plan. This limit does not apply to images and assets that you upload to themes, or to images that you use in community posts and comments. The new plan-based product limits are as follows:
- Suite Enterprise and above or Guide Enterprise and above: 100,000
- Suite Professional and Growth or Guide Professional: 40,000
- Suite Team (includes Guide Lite): 10,000
See Guide product limits for your help center.

Sunshine Conversation configuration in Admin Center. If you have a a Sunshine Conversations license, or are on Suite Professional or above, you can access the Sunshine Conversations API through Admin Center. See About Sunshine Conversations in Zendesk Suite.
Improvements to answer flow steps. You can now add up to 10 button links in the Send message step and up to 10 preconfigured quick replies in the Present options step. See Understanding answer flow step types.

Webhook subscriptions to Guide events. Use the subscription connection method to send requests based on organization, user, help center, or community activity. For a list of supported event types, see Webhook event types in the API reference. See Creating webhooks to interact with third-party systems.

Manage agent availability via APIs. The Agent Availability API enables you to view real-time agent availability information across Zendesk channels and update agents' unified agent statuses. See Agent Availability API.
Use the Changelog in the Developer Portal to learn about important changes at a glance. The Changelog captures significant changes, additions, fixes, deprecations, removals, and betas and EAPs related to Zendesk APIs and SDKs, and the list is filterable by event type. See the Changelog.

Understanding help center article verification and how it works. Verifying articles is an important part of keeping your knowledge base healthy and up to date. However, understanding how to set article verification rules or manage reminder emails can be confusing.
This article describes how article verification works and provides answers to common questions, such as "How do I stop receiving reminder emails?" and "Do I have to use article verification rules to implement a verification strategy?" See About article verification and how it works.