Release notes through 2023-05-05

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
• Support
• Talk
• App Marketplace
• Products with no updates this week

Zendesk Answer Bot

New

• Flow Builder
  Added three new languages to auto-translations (Swedish, Czech, and Norwegian). See Languages supported in Zendesk bots (Answer Bot), for the list of supported languages.

Support

Fixed

• Fixed an issue that caused the Incremental API to break when more than 1000 tickets were updated as the result of a user merge. All ticket updates will now be returned in the incremental API, regardless of the volume merged.

Talk

Updated

• Call Console
  Twilio Voice JavaScript SDK updated from version 1.12 to 2.4

App Marketplace

New:

• List Links (Support, paid)
  List Links lets you easily list and categorize all the links included in your ticket comments. This means you can have a clear and organized view of all the links being shared with you, without wasting time searching through a large number of comments.
• Unleash (Support)
  Unleash is an AI-driven search tool that integrates your organization’s knowledge base, delivers relevant answers, and empowers your support, sales, and success teams to respond to queries confidently and swiftly. With Unleash’s AI-powered integration, your agents can access the necessary information and receive real-time coaching within the Zendesk Suite, leading to improved first-call resolution rates and reduced handling times. As you continue to use Unleash, its AI technology grows smarter.
• ChatGPT Ticket Summary (Support, paid)
  ChatGPT Ticket Summary by Premium Plus is a sidebar app for Zendesk Support that brings insight to Zendesk tickets, right next to the ticket. Agents can see a summary of the problem, an overview of the (current) proposed solution, and a sentiment analysis powered by ChatGPT. These items can be added to the ticket as tags or internal comments to make reporting on the tickets easier.
• Review Management (Support)
  Review Management by AppTweak allows you to manage your app store reviews without leaving your Zendesk account. Receive all your App Store and Google Play reviews directly in your Zendesk Support Agent Workspace. Turn all your app store reviews into Zendesk tickets and manage them alongside your other support channels.
• Datapad (Support)
  Datapad is the easiest way to build performance dashboards with Zendesk and other data sources. Sign up and connect with your Zendesk account to start tracking your core metrics such as tickets by agents, tickets by priority, open tickets, daily trends, and more.
• TeamViewer Enterprise (Support & Chat)
  TeamViewer Enterprise for Support and Chat gives you fast, easy remote support and desktop sharing directly from your tickets! With TeamViewer, you can easily create a remote support session directly from your ticket in Zendesk to Windows, Mac, Linux, and mobile devices. Simply insert the created link into the ticket and send it to your customer. After the customer goes online, they will appear in your TeamViewer service queue and you can instantly connect with a single click to their device.

Products with no updates this week

• Admin Center
• Zendesk Chat & Messaging
• Explore
• Guide & Gather
• Mobile SDKs
• Sell
• Sunshine Conversations
• Web Widget (Classic & Messaging)