Check out what's new in the last month:
Also don't miss:
- A new metric for service level agreements (SLAs) called Total resolution time is now available. This metric measures the entire life of a ticket, from when it is created until when it is solved. See Defining SLA policies.
- Self-service customers with eligible accounts can now purchase the Advanced AI add-on directly from the Subscription page. See Buying the Advanced AI add-on.
- Sample ticket data is now available for all Zendesk Suite trials. Previously, sample ticket data was available for a curated set of trial accounts only. Ticket samples are based on your business type. See Adding sample data to your trail.
- Direct debit payment (via ACH) is available as a payment method for eligible sales-assisted accounts in the United States. See Managing payments.
- Zendesk has a new name for the Main Services Agreement. Previously, this agreement was called the Master Subscription Agreement. This is a name change only. See Main Services Agreement.
The Explore beta dashboard builder has had several updates to increase its availability and feature set:
- Availability for Professional plans. The beta dashboard builder, an easier and more intuitive way to create dashboards, is now available to Professional customers. See Working with the dashboard builder (Beta).
- Multi-filters for live data. Multi-filters for live dashboards created with the beta dashboard builder allow you to filter by up to five attributes per filter, instead of the previous limit of only one value in one filter. See Adding a filter.
- Default time selection. From now on, any dashboard built with the beta builder and having a time filter will show data from the last 30 days, rather than all time. The All time value is no longer available. See Adding a filter.
- Drill in. We are releasing the drill in functionality for the beta dashboard builder. This feature provides a flexible yet consistent tool for digging into your data, enabling you to easily discover trends, investigate spikes, and more. See Toggling drill in on a dashboard.
- Responsive width. Dashboards built in the beta dashboard builder now automatically resize to fit the width of the viewer’s screen, allowing dashboards to utilize the whole screen and be viewable on different devices. See Resizing components and changing the dashboard layout.
- Enhanced support for third-party document type styling means that you can now copy and paste content from Google Docs or Microsoft Word into help center articles without having to fix broken formatting in the article editor. See Supported help center styles for third-party document types.
- Spam prevention tools available in the help center are now available for CSAT surveys. Previously, customers reported bad satisfaction ratings due to email link expanders that can inadvertently trigger bad ratings when they click every link during verification. Since CSAT ratings store the last rating link clicked, a script that clicks every link sequentially was registered as a bad satisfaction response.
- New Guide security settings are available to allow restricted content to appear in the body of notification emails sent to section followers. Zendesk recently released a change to how we send out email notifications to section followers in Guide. For public articles, the full content of the article is embedded in the body of the email. For restricted articles that can only be viewed in the help center by users with permission, the email contains a notification and link to view the new article within the section.
We received feedback from our customers that they would rather accept the security risk of their customers keeping the full content of the articles in their mail folder than losing the chance to send out full notifications.
The new security settings let our customers decide how the email notifications should behave. See Configuring Guide settings.
- Enhanced assignment and capacity management for messaging conversations in omnichannel routing means admins can choose how inactive messaging tickets are handled. Turning on messaging activity routing causes both active and inactive messaging tickets to be counted towards an agent's capacity. Leaving this option off means inactive messaging tickets aren't counted towards agent capacity. See Creating capacity rules to balance agent workloads.
- Side conversations settings are now available from a new page in Admin center. This new, centralized location makes it easier to find their settings from the menu or search in Admin Center. See Activating and deactivating side conversations.
Messaging and bots
- Preview a bot before publishing it to a live channel using the Test bot button. You'll also be able to preview any unpublished changes. See Testing a conversation bot before publication.
- Improved performance and reliability for Talk with updates to Talk's network requirements. See Talk network requirements.