See our What's New for an overview of what was released in the last month.
This week's release notes include:
App Marketplace
New
-
eZDesk Super Admin Tools (Support, paid)
eZDesk Super Admin Tools lets you preview edits, test triggers, and analyze rules in your Zendesk environment. No longer must you wrestle with the uncertainties of making changes in your live Zendesk environment. With eZDesk Super Admin Tools, you can preview your adjustments and gauge their impact on the live agent environment seamlessly, ensuring no disruptions occur. Gain profound insights into every modification you make by viewing a concise summary of your ticket adjustments, comprehending prior values, and (as an Admin) tweaking a ticket’s tags even if tag editing is restricted on your platform. -
VirtualAgent (Support)
VirtualAgent automates your ticketing management by means of a voice and text Ai based Virtual Agent, and let your agents actually take care of value-added tasks. Automatically manage the interaction with your customers from the Virtual Agent, through any interaction channel (either voice or text). Automatically create tickets from interactions to solve simple issues or handover to live agents in case of complex requests or interaction issues. -
Intelly Agent Status (Support)
Intelly Agent Status tracks your agents support status in the Intelly App. 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. This installable app is an add-on to our Zendesk integration listing giving you the ability to track your team members status in near real-time. No need to require your agents to set their status, this app tracks their status in the background so your agents can focus on what they do best, giving exceptional service! -
Flip CX (Support)
Flip CX is similar to the Alexa Voice AI for commerce and retail brands. Flip automates 40-50% of customer service calls, including Where is my order (WISMO), returns, subscriptions, and more. This allows your agents to focus on handling more complex conversations and building deep relationships with customers. Flip CX for Zendesk allows you to quickly integrate Flip CX's Voice Assistant into Zendesk for unified customer support. Brands using Zendesk have easy access to Voice automation with Flip CX. After the integration is set up, Flip CX will automatically create tickets in Zendesk for resolved calls, and tickets for open calls, so your team can effectively follow up and resolve caller requests.
Zendesk Bots
New
- Generative AI for Bots and Automations EAP, which includes:
Generative replies for bots — Create a conversation bot that automatically summarizes help center content and generates a response to your customers' queries, see Using Generative replies (Generative AI EAP).
Bot persona — Customize your bot's personality and tone of voice by automatically generating variations of select bot responses, such as welcome and fallback messages and generative replies, see Using bot personas (Generative AI EAP).
For more information, refer to the announcement: Zendesk Generative AI EAP capabilities overview.
Guide & Gather
New
- You can now use content blocks in newly created articles, even before saving them. For more information, see Announcing content blocks as default in newly created articles.
Products with no updates this week
- Admin Center
- Zendesk Chat & Messaging
- Support
- Explore
- Machine Learning
- Zendesk Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)