See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Worknet (Support)
Worknet helps companies support their internal and external customers natively inside Slack. You can synchronize Slack conversations so any comment or message posted in Zendesk will update the Slack conversation, and vice versa. Messages from internal or external customers will re-open the ticket status. Additionally, Zendesk forms with custom fields and drop down lists can be supported from the Slack side.
- RightPage (Support)
RightPage is a powerful agent assistant tool designed to help agents resolve tickets with accuracy, quality, and speed. With one click well-formatted answers are instantly drafted based on ticket context, articles in your knowledge base, and optionally your ticket history. Direct links to the most relevant articles in your knowledge base and past tickets are provided alongside every draft response. RightPage automatically stays up-to-date with your knowledge base articles and ticket history. Moreover, no additional work is needed to maintain RightPage.
- HEIC Attachment Preview (Support - paid)
HEIC Attachment Preview lets you preview HEIC image attachments (iPhone / iPad images) from your tickets. Support your iPhone/iPad customers more effectively, with no more having to download or convert HEIC files before viewing them.
- Everlaw (Support)
Everlaw helps legal teams navigate the increasingly complex e-discovery landscape, to chart a straighter path to the truth. Everlaw’s cloud-based discovery and investigations platform unlocks the collaborative power of litigation and investigative teams, so they can make sense of the growing data sets quickly and intuitively. Everlaw provides a streamlined way to ingest data directly from Zendesk and other popular enterprise applications and data sources. With Everlaw, key context, such as individuals on a Zendesk ticket, historical actions, and any attachments, are compiled so users have all the information they need.
- Email crafter (Support - paid)
Email crafter provides a user-friendly, no code interface for designing your emails from Zendesk. With this app, you can effortlessly customize the appearance of your Zendesk emails without requiring any coding expertise.
- A powerful enhancement for the Layout Builder EAP
Released June 27, 2023 – This new enhancement allows you to dynamically trigger your custom layout by brand, group, ticket status, form, and much more. For more information, see Upcoming summer release of Layouts. To sign up for the EAP, see How do I sign up for the layout builder EAP?
- About 1,800 customers with Support and Chat were auto-activated to Agent Workspace.
Products with no updates this week
- Admin Center
- Zendesk Answer Bot
- Zendesk Chat & Messaging
- Guide & Gather
- Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)