See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Admin Center
- App Marketplace
- Zendesk Bots
- Zendesk Chat & Messaging
- Support
- Products with no updates this week
Admin Center
New
- Localization settings - Increased the number of languages supported for end-users from 65 to more than 300+.
App Marketplace
New
-
Advanced Order Manager (Support)
Advanced Order Manager is a simple to use order management solution that lets you connect to your different stores (for example, eBay, WooCommerce, and Shopify) and manage your orders from within your Zendesk account. You can set up a store in under two minutes, while having full control over connections at all times. With Advanced Order Management you have all the information you need at your finger tips, to process orders quickly and speed up your delivery process and ticket response time. This means you can easily carry out actions such as fulfillment or refunds from your Zendesk dashboard and save time having to log in into your different stores. -
Picto Dark (Theme)
Picto Dark is a lightweight Zendesk theme you can use to design beautiful customer and employee experiences. -
TaskGPT by TaskUs (Support)
TaskGPT by TaskUs is a Generative AI-powered suite of solutions, utilizing GPT technology. Designed to assist chat-based customer support representatives. It effectively handles customer queries by searching through a knowledge base of campaign information and presenting relevant responses from various articles. Each response is accompanied by a confidence score, indicating its reliability and potential impact on the representatives answers. The higher the score, the more influential it can be in shaping the responses provided by the support representatives. -
2clix for Support (Support)
2clix for Support tracks the quality of your support tickets in Zendesk, allowing you to quickly check the rating, concept, evaluation status, and key issues of your tickets. Moreover, you can access the complete evaluation details available on the Quality Portal with just one click and directly from the Zendesk support ticket. This way, you can audit specific assessments and enhance your operational efficiency.
Zendesk Bots
Fixed
-
Default fallback text for all new bots changed. The new updated text is: 'Sorry I couldn't find a good answer to your question. Here are some topics that might help though.'
This change provides a better end-user experience, better aligning the fallback response with the bot logic implemented as part of our disambiguation and clarification features.
This does not change any existing bot behaviors.
Zendesk Chat & Messaging
New
- Added a banner to display when the account is eligible for omnichannel routing (OCR) but has OCR disabled.
- Changed the Chat routing page when OCR is enabled.
- Added in-app announcements and notifications in the form of banner components specifically for active the Chat segment.
Fixed
- Increased the quick reply button text limit for Chat Conversations API (CCAPI).
Support
New
- Announced automatic activation of custom ticket statuses through a phased rollout. For more details, check out the announcement.
Products with no updates this week
- Explore
- Guide & Gather
- Machine Learning
- Zendesk Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)
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