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:
-
PDF Print Export for Guide (Support)
PDF Print Export for Guide allows your agents to easily create beautiful print-ready PDFs based on your knowledge base articles with only a few clicks. Just select articles to export, customize your PDF, and download. -
Postcall (Support)
Postcall integrates with Zendesk Talk to automatically send customer satisfaction surveys by SMS. Create your surveys in Postcall, then use information about each call to create different scenarios for when a survey will be sent. Postcall also works with Zendesk Support, to add survey information to the corresponding tickets from the calls. In Postcall's dashboard, you can review and analyze all the survey responses, see how the scores change over time, and also see a leaderboard of all your agents, so you can see the overall performance of the team. -
Witalker by Witbor (Support, paid)
Witalker by Witbor lets you conduct mass messaging via WhatsApp. Now your messages can reach hundreds or even thousands of recipients with just a few clicks. -
ChatGPT Assistant by Adiacent (Support)
ChatGPT Assistant by Adiacent captures the essence of a conversation, analyzes tone, and suggests responses with touch. It also provides an overview of the open ticket, allowing agents to quickly understand the subject of the request, suggests a ready-made response to the agent for the customer, checks the sentiment of the ticket, or even communicate with ChatGPT through free text, guiding it to obtain specific responses or perform certain actions. -
FirstSupport AI Assistant (Support)
FirstSupport AI Assistant is an AI copilot GPT. Use it to automate responses, summarize tickets, and tag assignments. Connect with your data sources (for example documents, websites, help center, google docs), and set your brand voice for aligned responses, see draft responses for each ticket; and reply in one click. -
AimHappy (Support, paid)
AimHappy improves your customer service by understanding what makes your customers happy. Detect the happiness of your customers using AimHappy's sentiment analysis tools. Observe the happiness of your customers over time with the sidebar graph and see a dashboard view of the sentiment of recent and unanswered tickets. You can also opt in for AimHappy to auto-prioritise tickets based on sentiment as they come into your help desk. The unhappier the ticket, the higher the priority it will be set to. The paid AimHappy product will come with a TV mode, which will offer a focused dashboard to offer highlights on your help desk. -
Auto Ticket Merge (Support, paid)
Auto Ticket Merge consolidates multiple tickets from the same customer sent within a close timeframe, making your ticket handling swift and efficient. Upon a new ticket arrival, Auto Merge searches through your recent open tickets, merging relevant ones seamlessly. -
Messaging for Viber by DataFox (Support, paid)
Messaging for Viber by DataFox lets you engage with your Viber™ users via Zendesk Suite (Sunshine Conversations). Unleash the full Zendesk power - with omnichannel routing, macros, triggers, ticket assignments, and so much more. Send text, files, and images back to Viber users, add macros, triggers, tags to Viber tickets, and more with this handy integration. -
Profanity Checker (Support, paid)
Profanity Checker helps promote respectful responses, blocks profanity-matching agent replies. In the app setup, input words and phrases that you want to prevent your agents from using and the notification message when these words or phrases are used. If an agent uses the blocked words or phrases, a pop up will notify them that the word or phrase is blocked. The response will be sent until the blocked work or phrase is removed. -
Ticket Deleter (Support, paid)
Ticket Deleter enables bulk deletion of closed an solved tickets, and deletes tickets that were Solved and, or Closed in the period you define. You have the option for deleted tickets to appear in a Deleted tickets view for 30 days. After that time, they are automatically permanently deleted. -
Cely (Support & Sell)
Cely for Support and Sell integrates Networth Telecom's Cely call solution with Zendesk to allow you to manage all your calls directly from your Zendesk application with just one click. Control your calls from Zendesk, open the contact's page, and identify your clients through the Cely interface. -
Setyl (Support)
Setyl is a cloud-based IT management platform that integrates across your IT landscape. Track assets and subscription renewals, improve on and off boarding processes, analyze spend and stay compliant, in one comprehensive platform. Real time reporting uses data from integrations to generate aggregate reports with detailed breakdowns, for complete visibility on your spend. With connections to over 40 finance, HR and IT tools, including Google and Microsoft, Setyl is quick to implement. Link your support tickets to Setyl assets, people, service accounts, apps, departments, locations, legal entities.
Zendesk Chat & Messaging
Fixed
- Omni-channel routing (OCR) - On the Chat dashboard, fixed the displaying banner to set up the OCR for customers on mixed mode (Chat & Messaging).
Products with no updates this week
- Admin Center
- Zendesk Bots
- Explore
- Guide & Gather
- Machine Learning
- Zendesk Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)
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