See our What's New for an overview of what was released in the last month.
This week's release notes include:
App Marketplace
-
WooCommerce Connector by MorfDev (Support)
WooCommerce Connector by MorfDev allows you to connect your WooCommerce stores and display customer information within Zendesk, helping to better search and verify information, and provide more effective support. By default, WooCommerce Connector uses the ticket requester email to search for information in the WooCommerce store. The information returned is divided into detailed data about the customer and all orders associated with that customer. In addition, the application can connect several WooCommerce stores at the same time and display the relevant information for each store. -
PrestaShop Connector by MorfDev (Support)
PrestaShop Connector by MorfDev allows you to connect your PrestaShop stores and display customer information within Zendesk. This helps to better search and verify information, and provides more effective support. By default PrestaShop Connector uses the ticket requester email to search for information in the PrestaShop store. The information returned is divided into detailed data about the customer and all orders associated with that customer. In addition, the application can connect several PrestaShop stores at the same time and display the relevant information for each store. -
Magento 2 Connector by MorfDev (Support)
Magento 2 Connector by MorfDev allows you to connect your Magento 2 stores and display customer information within Zendesk. This helps to better search and verify information, and provide more effective support. By default, Magneto 2 Connector uses the ticket requester email to search for information in the Magento 2 store. The information returned is divided into detailed data about the customer and all orders associated with that customer. In addition, the application can connect several Magento 2 stores at the same time and display the relevant information for each store. -
Interactive Messaging Templates (Support, paid)
Interactive Messaging Templates enables you to create and manage Messaging Templates, so agents can harness the power of these tools in messaging conversations at the press of a button. You create and manage Messaging Templates via the Admin panel and can view all available templates directly from the ticket. The built-in filtering capability helps you find the perfect template quickly. The preview feature ensures you know exactly what the end-user will see - no surprises! -
Generative AI Voice Analytics (Support)
Generative AI Voice Analytics rapidly assesses a call with an AI-generated narrative summary of its progression. Sentiment analysis, developed with UK government backing, specifically targets how people talk rather than how they type and is applied to both the caller and agent or just the agents as the call progresses. A transcript with sentence punctuation is speaker separated between caller and agent(s) with a new line for each speaker turn. This applies to all inbound and outbound calls for a subscribed Talk Agent with zero changes to their workflow. Insights are available to all Zendesk Support users (whether they are a subscribed Talk Agent or not), as all Zendesk Support users can see the Sentiment Analysis, Gen AI Narrative Summary, and Speaker Separated Transcription. -
Whatsapp Audio Player by Zenital (Support)
Whatsapp Audio Player by Zenital lets you listen to Whatsapp Voice Notes without leaving the ticket. Save time for your agents with no more downloading of files and context-switching. Your agents won't need to install or store potentially dangerous files or software on their computers. -
CXBOX by Demeter (Support)
CXBOX by Demeter helps you upsell products while supporting your customers with a recommendation function. The integration surfaces the customer’s information and their orders to display in the app so agents can respond to tickets more effectively. It’s easy to search and find orders by the customer’s email, telephone number, customer ID, or by their name. To help you upsell more products, the app also provides a recommendation function within Zendesk to suggest products based on the AI recommendation system. -
Intelly (Support)
Intelly allows you to easily monitor and analyze your team's performance in real-time, from anywhere, at any time. Stay informed, make data-driven decisions, and optimize your customer service operations with Intelly's intuitive and user-friendly platform.
Zendesk Chat & Messaging
New
- The Auto Accept EAP feature is now available for everyone. To use this feature you need to sign up for the EAP.
Fixed
Chat
- Resolved the CCAPI issue, so it now no longer returns an empty list of an agent within a department.
- Resolved the offline message issue so it no longer duplicates the message on the Chat dashboard.
Explore
New
- Explore data exporter. We’ve released an open beta of the brand-new Explore data exporter. This tool lets Enterprise customers export data from Explore datasets without any filters, allowing you to easily combine data from Explore with other data sources. See Exporting data from Explore (Beta).
Support
New
- Zendesk is pleased to announce a new and improved, no-code-required custom objects experience to Suite customers across all plans, and to Support Enterprise customers in the new Agent workspace. For more details see, Announcing the general availability of custom objects (Release date September 25, 2023).
Products with no updates this week
- Admin Center
- Zendesk Bots
- Zendesk Chat & Messaging
- Explore
- Guide & Gather
- Machine Learning
- Zendesk Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)