Check out what's new in the last month:
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- You can edit the names of intents used for intelligent triage. This allows you to better reflect the terminology preferred by your organization. See Viewing and managing intelligent triage predictions.
Admins can assign permissions for macro suggestions within custom roles. This means that not only admins, but also other roles defined by the admin, can access macro suggestions in the Admin Center. See Creating macros from macro suggestions for admins.
- Custom ticket statuses are gradually being automatically activated for all accounts with Agent Workspace activated. You'll be notified before your account is affected. See the announcement to learn more.
To create the optimal conversation flow for your agents, you can use the layout builder to configure how conversations and the composer appear in a custom ticket layout. You must have an Enterprise plan with the Zendesk Agent Workspace to make these changes. See Configuring the conversation flow (EAP)
- Reply time service level agreements (SLAs) are supported for messaging channels. Reply time SLAs include First reply time and Next reply time metrics. See Understanding which SLA metrics you can measure.
Custom ticket status attributes are included in more Explore datasets. The Ticket custom status name, Ticket custom status category, and Ticket custom status state attributes are available in the following datasets:
- Support: Updates History (see Metrics and attributes for Zendesk Support)
- Support: SLAs (see Metrics and attributes for Zendesk Support)
- Support: Group SLAs (see Metrics and attributes for Zendesk Support)
- Talk: Calls (See Metrics and attributes for Zendesk Talk)
- Chat: Engagements (see Metrics and attributes for live chat)
- Messaging: Tickets (see Metrics and attributes for Zendesk messaging)
The prebuilt Explore live dashboard supports unified agent statuses. If you use omnichannel routing, the Explore live dashboard now includes more granular information about agents' statuses and capacity. See Seeing live agent status and activities.
Renaming media in Guide media library. You can now rename media (images and article attachments) in Guide media library. Specifically, you can access a detailed view for each media file in the library, including file name, size, and where it is used. From there you can change the name. See Working with attachments in the media library and Working with images in the media library.
Knowledge search settings in contextual workspaces. Previously, you could configure only account level default search filters for Knowledge in the context panel settings. Now you can configure different default filters for your specific workflows. You can use the new Knowledge tab in the contextual workspace configuration to set up the default filters that agents will use when searching for Knowledge content in their workspace. See Creating a contextual workspace.
- Bulk deleting of media in the Guide media library. Previously, the only way to delete media files and attachments from the Guide media library was to do so one at a time. Now you can delete media in bulk in the Guide media library. You can select up to 30 media files at one time (images and attachments) and delete them together in bulk. See Working with images in the media library.
- Content blocks are available by default in all help center articles. Previously, content blocks were an opt-in feature that you had to enable in every article in which they were used. Now, content blocks are available on all new and existing articles by default for Enterprise customers. See Creating and inserting reusable information with content blocks.
Zendesk has increased the number of additional languages you can select on the Localization page in Admin Center. When you add multiple languages, you can choose from over 343 languages and locales. Previously, only 65 languages and locales were shown and you had to contact Zendesk Customer Support to include other languages and locales that didn't appear on the list. See Selecting the languages you want to support.
You can buy the Advanced Data Privacy and Protection (ADPP) add-on directly from the shopping cart if you have an eligible online-assisted account. Zendesk Advanced Data Privacy and Protection (ADPP) is a set of features that expand on security offerings already built into Zendesk Suite. The first release of ADPP includes the Access Log API. Additional features will be included in future releases of the add-on. See Buying the Advanced Data Privacy and Protection add-on.
- Agents can create shortcuts for their favorite apps and pin them in the Agent Workspace context panel. App shortcuts enable agents to quickly open apps without searching through the full list of apps in the Apps panel. Each agent can add their own personal set of shortcuts. See Managing app shortcuts.
- Twitter has been rebranded in Zendesk. All mentions of Twitter in the Zendesk UI and documentation have been updated to X Corp or X (formerly Twitter). See the announcement Rebrand of Twitter to X Corp.
You can export a detailed log of access events in your Zendesk account using the Access Log API. Access events are instances where an agent or admin has viewed data even if they didn't take action on it. This API is offered with the Advanced Data Privacy and Protection (ADPP) add-on. See Monitoring agent activity with the Access Log API.
New and notable resources
- Optimizing the Zendesk Agent Workspace. Zendesk’s Agent Workspace is a powerful way to manage your customer requests, providing them with the best service possible no matter how they reach out to you. This article includes best practices to make the most of the Zendesk Agent Workspace. Optimizing the workspace can reduce costs, drive revenue, save time, and increase value. See Optimizing the Zendesk Agent Workspace.
- Best practices for creating custom layouts. Layout builder enables you to customize ticket interfaces to suit your team’s individual workflows. This article describes some typical scenarios where admins can create custom layouts to improve agent efficiency by surfacing relevant information and removing distractions. See Best practices for creating custom layouts (EAP).