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Check out what's new in the last month:
Also, don't miss:
Agent guide
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Social identities in the essentials card. When a customer reaches out from a social messaging channel, their social identity, such as a WhatsApp phone number or Instagram handle, will appear in the essentials card. Social identities help agents identify customers across various platforms and better understand customer context when working on a ticket. See Viewing customer context in a ticket.
- Improved tag handling in the Zendesk Agent Workspace to prevent ticket collision issues. When two agents update ticket tags at the same time in a ticket, the updates are merged and all tags are included, regardless of who saves the ticket first. See Avoiding agent collision.
Guide
- Semantic search for all English language help centers that don't have external content. We've also expanded the semantic search rollout to more customers and are working to bring semantic search support to more languages. To see whether your help center is enabled for semantic search and to learn more about the rollout plan, see About semantic search and how it works.
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Article attachments are now managed in the Guide media library. Previously, the account level image gallery allowed you to access and reuse images across your help center. With this release, you can now manage both images and attachments from the account level media library, which provides:
- Agents with visibility to all media they've uploaded across your account
- Guide admins with visibility to all media uploaded by any agent across your account
Messaging and bots
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Messaging triggers and transcript settings are now in Admin Center. Customers on new Suite accounts can manage these settings without visiting the Chat dashboard. Over the next few months, all account types will have these and more messaging settings migrated to Admin Center. See About messaging triggers in Admin Center and Managing messaging transcript visibility.
Account
- Webhooks are now replicated when you create a new premium sandbox. To prevent unintended interactions with the live APIs webhooks connect to, replicated webhooks are all deactivated by default in the sandbox environment. See About Premium Sandbox.
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Enhanced custom role permissions for managing team members. On Enterprise plans, agents can now be granted permission to view, manage, and assign roles for team members other than themselves. See Creating custom roles and assigning agents. See Permissions that agents with custom roles can have.
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Enhanced custom role permissions for searching for end users. On Enterprise plans, agents can now be granted explicit permission to search and view lists of end users. Without this permission, agents will only be able to access individual end user profiles. See Creating custom roles and assigning agents.
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New restrictions on ticket comment visibility when an agent is the requester and the ticket is assigned to a private group that the agent doesn't belong to. These restrictions enable internal groups that handle sensitive information, such as Human Resources, to add private comments to tickets that aren't visible to the agent who created the request. This doesn't apply to tickets agents request on behalf of others; only when the agent is set as the requester on the ticket are they blocked from seeing the internal notes. See About private ticket groups and how they work.
Security
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Add multiple SSO buttons to the Zendesk sign-in page if you have more than one SSO configuration. We’ve also added the ability to customize the button label and delete inactive SSO configurations. See Managing single sign-on (SSO) configurations.
Integrations
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New tools to help migrate your Zendesk Jira integration to a new Jira instance. You can now self-manage your integration migration when moving between Jira instances, such as from Jira Server to Jira Cloud. See Migrating the Zendesk Jira integration when moving Jira instances.
