See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Organization Notes (Support, paid)
Organization Notes lets you quickly display your organization notes using markdown while viewing support tickets or user profiles.
- Ticket Tagging AI by FreeText AI (Support)
Ticket Tagging AI by FreeText AI allows auto tagging of tickets and sentiment analysis using ChatGPT and LLMs. Automate the process of tagging tickets (including for example, topics, sentiment, emotion and criticality) and get actionable customer insights 10x faster. FreeText AI can analyze vast amounts of messy, unstructured data, including customer reviews, surveys, social media posts, and more. It employs state-of-the-art techniques in machine learning, natural language processing (NLP), text mining, and sentiment analysis to automatically extract key insights.
- Konnectify (Support)
Konnectify ensures your Zendesk experience is interconnected with other essential business systems. The app empowers businesses to effortlessly access customer data, oversee support interactions, and even automate standard processes, all from within the familiar confines of the Zendesk environment. The outcome? Quicker solutions, amplified agent efficiency, and soaring customer satisfaction levels. Boasting an intuitive setup and a myriad of integrations, Konnectify is the indispensable ally for every Zendesk-centric support crew. Whether the aim is to streamline ticketing, bolster CRM functionalities, or harness the full power of Zendesk, Konnectify is the linchpin for peak efficiency.
- Field Service Manager (Support, paid)
Field Service Manager allows you to manage field service jobs that you can assign to teams or technicians. The app allows you to create, and edit jobs, assign jobs to teams or technicians, schedule jobs for a required date, and update ticket comments with the latest job information. You can also integrate Side Conversations to send emails with the job details to technicians or teams (if activated in your account). Technicians can reply to emails with the completed job information.
- Deltapath Talk (Support, Sell)
Deltapath Talk for Support and Sell is designed to streamline workflows and supercharge access to top-tier telephone services within Zendesk. Say goodbye to communication hassles and hello to heightened agent productivity and an unparalleled customer experience. Deltapath will help to transform the way you connect with the world, allowing you to effortlessly make, receive, and transfer calls within Zendesk on any device that you have the app installed on. Existing customer accounts automatically pop up on agents' screens with incoming calls. Additionally, Deltapath creates a ticket for every call and voicemail, making meticulous record-keeping a breeze.
- PRDCT Customer Data (Support)
PRDCT Customer Data displays additional information about ticket requesters, pulled from the PRDCT Customer Data Platform. The PRDCT Customer Data Platform combines all your client, prospect, and lead data together in one place, and ensures it is GDPR proof. Our PRDCT apps support your customer interactions throughout the entire customer journey. The platform adds value for everyone who works with customer data, not just marketing, sales, and customer service.
- Cordless (Support)
Cordless is call centre software with AI-driven intelligence for customer support teams. Cordless automatically logs and syncs call history data, call transcripts and recordings with Zendesk — including calls made or received, missed calls, and voicemails. You can also see AI summaries of conversations and links to call transcripts and recordings in your Zendesk tickets. Incoming calls in Cordless link to corresponding customer profiles in Zendesk, allowing agents to view a customer's name and details, adding context to phone conversations.
- Translate.com by Machine (Support)
Translate.com by Machine is a multilingual support ticket translation tool. Choose Professional Human Translation (60+ language pairs available) or Instant Machine Translation (more than 90+ language pairs), depending on your needs. More than 17,000 expert translators are available to handle your incoming and outgoing tickets. Communicate with your customers natively and increase your CSAT score. Advanced HTTPS security and Personal data encryption also guarantees that your private information will be safe and secure.
- Notion (Support)
Notion is a connected workspace where better, faster work happens. Notion powers the world’s best teams – from next-generation startups to innovative enterprises - and helps them create and share documents, manage projects, and organize knowledge - all in once place. Integrating Notion with Zendesk means you can connect your support workflows with the rest of your organization and help your teams collaborate in one place. You can preview live Zendesk tickets, their status and other key properties in Notion, as well as use database filters, views, rollups, and relations to create custom views of your projects.
- Zendesk is pleased to announce enhancements to trigger conditions and actions experience. For more information, see Announcing changes to the trigger conditions and actions drop-down menus.
- The new custom objects roll out is complete for all eligible customers. For more details, check out Announcing the general availability of custom objects.
- Zendesk is increasing the number of Views available in the side panel. For more about this, see Announcing improvements to the views experience in Support.
Products with no updates this week
- Admin Center
- Zendesk Bots
- Zendesk Chat & Messaging
- Guide & Gather
- Machine Learning
- Zendesk Mobile SDKs
- Sunshine Conversations
- Web Widget (Classic & Messaging)