See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Cesar (Theme)
Cesar is an easy to customize Zendesk Guide theme. It fits any kind of sector (for example, IT, Education, Tours & Travel, Startups, Retail, e-shops) due to its clean and accessible look, customizable blocks, call-to-actions, personalized footers and headers, and more.
- Wonderment (Support)
Wonderment is the new way to build customer loyalty. De-stress your team and delight your customers with transparent order tracking, instant issue detection, and insight into every order. Bring the power of real time shipping data into Zendesk, giving customer service agents the ability to quickly and accurately answer customer inquiries. Get tracking data from over 100 carriers across the globe and access your branded tracking page links in the Zendesk app sidebar to easily share with customers.
- Bazaarvoice (Support)
Bazaarvoice + Zendesk integration enables you to build an efficient, effective UGC program that delivers high-quality customer experiences and improves customer service across their shopping journey. To help you improve workflows, enhance your brand reputation, and improve customer service, you can easily integrate your Bazaarvoice Ratings & Reviews and Questions & Answers data into the Zendesk platform. Build robust customer profiles, manage brand reputation at scale, increase productivity, learn about your customers, and drive top-notch customer experiences and retention.
- Unlimited Translations + Sentiment (Support)
Unlimited Translations + Sentiment enables your support agents to communicate in multiple languages without limits. No external subscription is required for the app to work and your text translations are not sent to any third parties. Enjoy unlimited characters translation as well as language and sentiment detection. This app automatically describes the conversation sentiment as Negative, Neutral, or Positive and detects the customer's language. This information is available in custom fields which you can use to build personalized workflows, such as Auto-escalation (if NEGATIVE, then..) or Auto-routing (if FRENCH, then..).
- OneCockpit (Support)
OneCockpit is software for customer management and CRM. It concisely displays customer data from different tools. You can easily manage leads with the integrated CRM tool and view customer data from OneCockpit in the Zendesk Support ticket sidebar. From within OneCockpit, you can see an overview of Zendesk tickets and easily create new Zendesk tickets.
- Easy Ticket AI (Support)
Easy Ticket AI is the easiest way to use the ChatGPT AI directly in Zendesk. When your agent opens a new ticket, Easy Ticket AI automatically gets to work in the Zendesk sidebar. First, Easy Ticket AI figures out how the customer is feeling, and lets your agents know the key emotions they should be mindful of (sentiment analysis). Then, Easy Ticket AI searches your team's macros. If it finds any template that may be relevant to the current ticket, it automatically recommends these macros to the agent. Easy Ticket AI then suggests a complete reply, considering the full message history in the ticket. This all takes just seconds.
- Ticket Manager Plus by LEAFWORKS (Support, paid)
Ticket Manager Plus by LEAFWORKS allows you to split comments into their own tickets, so you can forward them to different departments or teams. Inversely, you can also collect information from multiple tickets and merge them into one to have an overview of the process with all the necessary details. The Ticket Manager Plus app also allows you to view a ticket history of solved and unsolved tickets to make handling them easier.
- Magento 2 by agnoStack (Support)
Magento 2 by agnoStack is the leading Magento 2/Adobe Commerce integration app for Zendesk. The only true enterprise integration for Adobe Commerce. No more shuffling between apps. agnoStack™ now makes it possible to search, modify and create orders, and access real-time commerce, shipping, and payment data directly inside Zendesk. It now includes AI for Commerce, making AI so simple it feels like magic!
- Agent Chat (Support, paid)
Agent Chat is an internal communication app that promotes seamless collaboration while empowering your team to deliver exceptional support to your customers. Assemble agent groups and invite others to group chats, encouraging effective communication and teamwork. Supplement your messages with file attachments for a more comprehensive exchange of information. Stay updated with new message alerts within Zendesk and never again miss out on important information.
- Starshipit Shipment Tracker (Support)
Starshipit Shipment Tracker is the best practice shipping and fulfilment platform trusted by retailers worldwide. With the Starshipit Order Tracker for Zendesk, you can effortlessly track your orders, provide exceptional support to your customers, and handle "Wheres My Order?" inquiries, all from one seamless Zendesk app.
Zendesk Chat & Messaging
Introduced new metrics to Handle Time, added the ability to create tickets outside of business hours, re-opening tickets in the Zendesk Messaging dashboard, and updated the Messaging tickets dataset to provide insights into staffing and backlog management across all messaging channels, including web, mobile, and social messaging channels. For more information, see Announcing updates to the Messaging tickets dataset.
Guide & Gather
- Content Pinning in Knowledge in the Agent Workspace allows agents working on a ticket to pin articles or posts to tickets. This gives other agents working on the ticket visibility to the most relevant content.
- Messaging dataset and dashboard updates. We’ve introduced new metrics and attributes in the Messaging tickets dataset and Zendesk Messaging dashboard. This data provides insights into staffing and backlog management across all messaging channels, including web, mobile, and social messaging channels. See Metrics and attributes for Zendesk messaging and Analyzing your messaging tickets.
Products with no updates this week
- Admin Center
- Zendesk Answer Bot
- Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)