See our What's New for an overview of what was released in the last month.

This week's release notes include:

  • App Marketplace
  • Zendesk Bots
  • Zendesk Chat & Messaging
  • Guide & Gather
  • Machine Learning
  • Mobile SDKs
  • Products with no updates this week

App Marketplace

  • Shipmondo by Proventic (Support, paid)
    Shipmondo by Proventic lets you look up the orders and shipments of your Shipmondo customers without leaving Zendesk. The Shipmondo app empowers your support agents, offering them a concise and speedy snapshot of both historical and ongoing customer orders and shipments. This includes order status, comprehensive order line information, track and trace, and a direct link to delve deeper into details via your Shipmondo dashboard. With a seamless and integrated workspace, your agents can seamlessly deliver effective and personalized customer support, streamlining their workflow for maximum efficiency.
  • Swarmica (Support)
    Swarmica is a KCS enablement platform designed to help you implement a KCS workflow. Swarmica s    eamlessly integrates with your help center so you can take control of your Knowledge Metrics as never before. Prepare for an immersive experience with a captivating, step-by-step gamified manual that flawlessly guides you through the implementation of KCS processes. Get ready to level up your support game like never before!
  • AI Prompt Pro (Support, paid)
    AI Prompt Pro empowers your customer service with AI that truly listens to you. Paiperclips AI Assist isn't just another automation tool – it's an extension of your team, adapting to your specific needs and requirements. Convert intricate customer service exchanges into crisp summaries that fit your specifications, ensuring no detail is lost. Incorporate AI-crafted content into replies or notes with a single click, streamlining your response process. Activate the AI on-demand or have it run automatically on ticket load, providing seamless assistance without intrusive interruptions.
  • AI Agent Assist (Support, paid)
    AI Agent Assist helps your agents gain the full context of a ticket (GPT powered!) AI Agent Assist sends your agent's requests in the context of the existing conversation to better generate the output they need.  AI Agent Assist provides relevant suggestions and responses tailored to each ticket, enabling agents to deliver a more personalized and efficient service.

Zendesk Bots

New

  • The Standard responses tab is now called Setup.
  • The tab order has changed so the Setup page is now the primary tab, followed by the Answers tab. 

Zendesk Chat & Messaging

New

Messaging

  • Learn about, and sign up for the Zendesk Messaging EAP - First Reply Time and Next Reply Time SLAs. 
  • Learn about, and sign up for Zendesk Messaging EAP - Conversation Inactivity Timer. 
  • Social messaging identifiers such as WhatsApp phone numbers, and Instagram handles are now available in the Essentials Card, see Announcing social identities on the essentials card. 

Fixed

  • Fixed modal issue: If the user make changes on messaging triggers without saving, then tries to navigate away without saving their changes (for example, clicking left menu) the modal to Cancel or Save their changes now appears before they can proceed further.
  • Fixed translations and margin issues on the Messaging Trigger Dashboard
  • Fields do no longer allow decimal value inputs
  • Added a validation for trigger name length
  • Added error message translations
  • Added copy and tooltip translations
  • Added auto-truncate long test in a trigger table

Guide & Gather

New

  • Choose, store, and manage images and attachments for your articles in the Guide media gallery, see Announcing managing article attachments in the media gallery.
  • Moved the new request list experience filters in the Filters dropdown menu to the filter modal so all filters are now in the same modal, see Using the new request list experience in the help center customer portal (Beta).

Fixed

  • Fixed the heading links in article preview.
  • Fixed the problem when article editor screen shifts when article template field is clicked in article settings
  • Improved translations in some locales for the new request list experience [Beta] (for example Japanese)

Machine Learning

New

  • Added the Insurance vertical model for intelligent triage, and updated the existing Retail, Software, and Financial Services models. For more information, see Announcing insurance industry intents and other intent updates for intelligent triage and advanced bots.

Mobile SDKs

Zendesk Support Android App v2.35.0

New

  • Support for malware scanning. Files uploaded to a ticket are now scanned for malware and flagged to the agent and, or admin in case of issues. 

Products with no updates this week

  • Admin Center
  • Explore

  • Mobile SDKs

  • Sell
  • Sunshine Conversations
  • Support
  • Talk
  • Web Widget (Classic & Messaging)
Powered by Zendesk