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Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

  • Zendesk Suite
  • Zendesk Agent Workspace
  • Support
  • Objects and rules
  • Agent guide
  • Bots and automation
  • Guide
  • Messaging
  • Developer
  • New and notable resources

Also don't miss:

  • Zendesk early access programs
  • What's New quarterly webinar

Zendesk Suite

  • In addition to sample tickets, you have the option to include sample views and macros in Zendesk Suite trial accounts. This sample data provides you with a better idea of how your Zendesk account works with tickets, views, and macros. See Adding sample data to your trial.

Zendesk Agent Workspace

  • Improvements to channel switching logic in the Zendesk Agent Workspace. This change helps to ensure the right channel is automatically selected in the ticket composer, reducing the time agents need to reply to customers. See About channel switching logic. 

  • Improvements to search via slash (/) for chat shortcuts in the Agent Workspace ticket composer. The search includes matches for both chat shortcut bodies and titles. Title matches are prioritized over body matches in the search results. See Using shortcuts in chats. 
  • The Zendesk Agent Workspace is automatically activated in accounts created after July 12, 2023. Settings to activate or deactivate it are no longer required. See Activating and deactivating the Zendesk Agent Workspace.

Support

  • The user essentials card in the context panel is now configurable for customers on Enterprise plans and above. Admins can configure the essentials card by adding, deleting, and reordering standard and custom user fields within the card. See Configuring the essentials card.

Objects and rules

  • Routing based on skills with omnichannel routing is now supported on Professional plans and above for email tickets, messaging conversations, and calls. Omnichannel routing logic considers agent skills in addition to ticket priority, agent status, and agent capacity. When omnichannel routing is turned on, you can use triggers to add and update skills upon ticket creation as well as updates. See About using skills to route tickets.

  • Reassign reopened email and messaging tickets with omnichannel routing. Reopened tickets are defined as tickets changing from a status (or custom ticket status within a status category) of Solved, Pending, or On-hold to Open. Admins can turn on reassignment for reopened tickets for email, messaging conversations, or both and, for each channel, can specify which agent statuses they want to reassign reopened tickets. See Managing your omnichannel routing configuration.

  • Activating omnichannel routing results in all agents being set to Offline automatically now. Previously, there was a problem in reporting on agent statuses when omnichannel routing was turned on because it also activated unified agent statuses. To fix this, that status of all agents had to be set to Offline manually. Now this happens automatically when omnichannel routing is turned on.  See Turning on omnichannel routing.

Admin Center

  • Enhanced custom role permissions for accessing and managing suspended tickets. On Enterprise plans, agents can now be granted permission to view, recover, and delete suspended tickets separate from their access to other tickets. See Creating custom roles and assigning agents.
  • The SLA admin page has been redesigned so that the SLA targets are split into three sections for the different SLA metric types: reply, update and resolution targets. Additionally, you can now separately select calendar or business hours for each of these three sections. See Defining SLA policies.

Agent guide

  • Macro suggestions for admins now include suggested groups. The suggested groups are based on the group membership of the agents who made the similar comments that prompted the macro suggestion. See Creating macros from macro suggestions for admins.

Bots and automation

  • Answer templates give you a head start creating useful bot answers. These templates, based on commonly asked questions, help admins determine the types of answers they should build, and provide a framework for creating answers using some of the more complex answer step types. See Building a conversation bot using answers.
  • Use Sunshine Conversations variables in bot answers to access SunCo data in the Make an API call step. You can call the user, conversation, and app ID variables. See Using variables to personalize bot answers.

  • Add a bot to your Slack Direct Messages channel using bot builder to offer conversational support through your Slack DM configuration. See Using conversation bots in Slack DM.
  • Include automated clarification options as standard responses to help your agents better understand customer support requests. Send automated responses when the bot doesn't understand a customer's comment or when a comment matches more than one intent. See Building a conversation bot using answers.

  • API calls now support OAuth 2.0. You can authenticate Bot API calls using the OAuth 2.0 protocol, providing a more secure way to integrate business systems with Zendesk. See Creating API connections for bot builder.

Guide

  • Agents working on a ticket can now pin articles or posts to the ticket to give other agents working on the ticket visibility to the most relevant content. Specifically, when you are in a ticket, you can click the pin icon on the search result card to pin the content to the active ticket. Pinned content is visible in the knowledge section to all agents working on the ticket. See Linking, quoting, and pinning content to tickets.

    ContentPinning Announcement.png

Explore

  • New metrics and attributes in the Zendesk Messaging dashboard and Messaging tickets dataset provide additional insights into staffing and backlog management across all messaging channels, including web, mobile, and social messaging channels. See Analyzing your messaging tickets and Metrics and attributes for Zendesk messaging.

Messaging

  • You can send metadata related to a given Messaging conversation directly to Zendesk via the Zendesk Web Widget, Zendesk SDKs for Android or iOS, or Zendesk SDK for Unity, and make that data available in Zendesk Agent Workspace for better context, ticket routing, and third-party bot building experience. See Using Messaging Metadata with the Zendesk Web Widget and SDKs.

Developer

  • Admins can now use the Zendesk API to view or edit any macro in their account, including personal macros created by and available only to individual users. The visibility of macros in Agent Workspace won’t change, meaning that admins will still only see their own personal macros, plus shared or group macros. See Announcing visibility of all macros to admins and Zendesk's API endpoint for macros.

New and notable resources

  • Building a help center integration. In this tutorial, you'll create a to-do list integration using a custom page of your help center. The integration uses API requests to let users load, add, and remove to-do items stored on a third-party web server. See Tutorial: Building a help center integration.

  • Best practices for planning your routing workflow. Before deciding how to route your tickets, there are several factors you should consider. This article walks you through a series of questions that can help inform your routing workflow decisions. See Planning your routing workflow.
  • Routing options for incoming tickets. This tutorial has been rewritten to make it easier for you to understand exactly what routing solutions, business rules, and configuration options you can use to influence ticket routing behavior. See Routing options for incoming tickets.
  • Using skills to route tickets. This informational article explains what skills are, and the different methods you can use skills to route tickets. See About using skills to route tickets.
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