See our What's New for an overview of what was released in the last month.
This week's release notes include:
Guide & Gather
- Expanded Help Center API functionality for articles with content blocks
- Added Semantic search: using AI to understand the meaning and intent of search queries
- Announcing Webhooks for Help Center and Community Events
- Added logic to verify numbers from Norfolk Island (Australian External Territories)
- EZO CMMS (Support)
EZO CMMS offers instant access to your assets and their maintenance details from within Zendesk. Leverage the only maintenance management solution that gives you complete visibility across your asset and inventory landscape – including purchasing, reservations, assignments, auditing, and maintenance schedules. Use this app to search for assets, view asset information, and trigger tickets based on events such as overdue items and upcoming work in Zendesk. You can also create Zendesk tickets straight from the asset details page in EZO CMMS and even flag and quickly identify assets for maintenance, track an asset’s incident history, and identify and replace malfunctioning devices to proactively reduce ticket volume.
- Yuma AI Ticket Assistant (Support)
Yuma AI Ticket Assistant is ChatGPT for e-commerce customer support. Yuma brings the power of the latest innovations in AI and LLMs to Zendesk. Yuma is not another chatbot. Instead, Yuma empowers support agents with productivity tools, automated drafts, and insights. For e-commerce supported intents, Yuma will automatically suggest an appropriate answer. Type a short instruction and receive a full draft in return. Yuma learns from historical conversations, help centers, content pages, macros, and Shopify products. Summarize a long ticket with one click for easy escalation and more.
- Copy to Clipboard (Support)
Copy to Clipboard is a simple app which allows you to copy with one click, the Zendesk ticket ID or URL. Use Copy to Clipboard to reduce the average handling time of your tickets and your costs. It usually takes agents multiple clicks to copy the Zendesk Ticket ID to other systems. By using this app it is just one click!
- oneTone.ai (Support)
oneTone.ai monitors 100% of your customer support communication. OneTone.ai's real-time communication monitoring for managers includes features such as identifying when agents are not handling all customer requests, when agents transfer responsibility to customers, when agents make grammar issues, and when a customer's request is resolved incorrectly.
- Custom Links (Support, paid)
Custom Links lets you create and visit quick links using placeholders and to create and share access links - a useful tool for support agents, helping to improve efficiency, quality of service, and customer satisfaction.
- Piece of Cake WhatsApp By JVBTI (Support, paid)
Use Piece of Cake WhatsApp By JVBTI as a facilitator with WhatsApp plus Sunshine Conversation. Use this app to send WhatsApp approved templates individually with registration in the tickets, including variables. You can also keep all relevant information in one place, save time, and get to know your customers better, using ticket merging to have all of the data from a chat or WhatsApp ticket together. For better control and alignment after responses from the customer, templates are saved inside the ticket when they're sent.
Products with no updates this week
- Admin Center
- Zendesk Answer Bot
- Zendesk Chat & Messaging
- Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)