See our What's New for an overview of what was released in the last month.
This week's release notes include:
- App Marketplace
- Zendesk Chat & Messaging
- Zendesk Explore
- Guide & Gather
- Support
- Mobile SDKs
- Products with no updates this week
App Marketplace
New
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Casas Bahia by menze (Support, paid)
Casas Bahia by menze is an innovative tool that allows you to integrate Casas Bahia accounts with Zendesk, facilitating the management of incidents and customer service requests more efficiently. You can connect your Casas Bahia accounts to your Zendesk instances, allowing you to centrally manage all customer interactions and provide more effective support. You can receive incident notifications directly in Zendesk and respond to them quickly and efficiently, ensuring fluid communication, and effective problem resolution. -
ChatGpt AI by IntegrateCloud (Support)
ChatGpt AI by IntegrateCloud instantly answers your customer's queries with a personalized ChatGpt AI bot trained on your Zendesk help center. The ChatGpt AI integration with Zendesk allows you to automate customer interactions and provide instant, personalized support, all within the Zendesk platform. -
Tubelight Communications (Sell)
Tubelight Communications is your complete solution for streamlining communication in the digital age. Elevate your customer support and engagement with a feature-rich contact center solution that's at the heart of effective customer interactions. Empower your teams with the convenience of initiating calls with a single click, and say goodbye to manual dialing; it's time to boost efficiency and responsiveness. Capture crucial conversations and transactions with ease. Every call, whether inbound or outbound, can be recorded, archived, and retrieved whenever needed. -
Nightfall Data-at-Rest Scanner (Support)
Nightfall Data-at-Rest Scanner helps you scan all data-at-rest that is stored in your Zendesk account (across tickets, comments, and file attachments, including HTTP Archive (HAR) files). Eliminate the need to manually comb through tickets by automatically identifying sensitive information such as access keys, credentials, secrets, PII, and PCI. Harness the power of Nightfall's advanced detection engine to scan data at rest in your Zendesk instance, providing you with a comprehensive inventory of risk. -
Avenue (Support)
Avenue is an alerting and playbooking tool for high-growth startups and enterprises. Avenue helps centralize business monitoring systems to ensure the right person is alerted at the right time, and holds your team accountable for each follow-up all the way through to resolution. Use this Zendesk application to view the Avenue data associated with each Zendesk ticket and to submit Avenue forms directly from Zendesk. -
Macorva (Support)
Macorva seamlessly integrates with Zendesk to provide a comprehensive customer feedback experience. With Macorva, you can automatically trigger customer surveys at key stages of the resolution process, allowing you to gather real-time feedback and gauge customer sentiment. Customize our mobile-first survey templates to match your branding and goals, and gain valuable insights through real-time analytics and reporting. Macorva also monitors agent performance, tracks customer satisfaction scores, and promotes enhanced customer engagement, resulting in increased loyalty and positive referrals. -
GCF Softphone (Support)
GCF Softphone is a cloud phone service provider offering international phone numbers, international call forwarding, outbound calling, and advanced call management features. GCF Softphone for Zendesk allows you to make and receive calls directly from Zendesk, save call history in your CRM, start calls to customers from their page in the CRM, view voicemails, and use a variety of numbers provided for incoming and outgoing calls, including numbers from over 150 countries. -
Sellcustbridge (Support)
Sellcustbridge evolutionizes the way marketplace sellers manage customer interactions. Designed for efficiency, this tool seamlessly aggregates all buyer messages from multiple Amazon and eBay seller accounts, regardless of how many seller accounts you manage. With Sellcustbridge, you'll see all relevant order details next to the customer message and all custom fields filled automatically by order related data.
Zendesk Chat & Messaging
New
-
Messaging
First Reply Time and Next Reply Time SLAs are now available for messaging channel. For more information, see Announcing an upcoming enhancement to reply time SLAs for Messaging. -
Messaging
The Messaging dataset now supports additional metrics to drill down into First Reply Time. For more information, see Announcing additional Explore metrics to drill down into first reply for messaging channels.
Zendesk Explore
New
- Tabs are now available in the beta dashboard builder. The new tabbing feature allows you to create up to 10 tabs within a single dashboard. This offers an alternative to creating separate dashboards and lets you better structure your data components within the same dashboard. For more information, see Working with the dashboard builder (Beta).
- New metrics and reports are available in the Zendesk Messaging prebuilt dashboard and Messaging tickets dataset to provide insights into first reply time. To learn more about the changes to the dashboard, see Analyzing your messaging tickets. To dig deeper into the new metrics, 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. For more information, see Seeing live agent status and activities.
Guide & Gather
New
- Increased the product limit to 500 for the total number of articles that a content block can be used in.
- Upgraded the source code editor in articles now supporting keyboard shortcuts.
Support
New
- Reply-time SLAs for Messaging are now available for all accounts that use social, web, or mobile messaging channels.
Mobile SDKs
Zendesk iOS SDK v2.16.0
New
- Support for postback action type: Postback buttons enhance your conversations as they can trigger server-side logic when a user clicks on them and are helpful when building a bot. You can also use them to trigger other server-side actions by clicking a button in the conversation, such as an “add-to-cart” action.
- “See latest” navigation button added on the conversation screen to indicate there are new messages received when the end user is scrolled up on the conversation screen. Tapping the button will scroll to the bottom of the screen.
- “Unread messages” button is added for when an end user navigates to the conversation screen and there are a group of unread messages that don’t fit in the visible partition of the conversation. Tapping the button will scroll to the first unread message.
Fixed
- Fixed an intermittent crash issue that occurred during the process of notifying observers.
- Dropdown form field values will be displayed as expected in landscape mode.
Zendesk Android SDK v2.16.0
New
- Support for postback action type: Postback buttons enhance your conversations as they can trigger server-side logic when a user clicks on them and are helpful when building a bot. You can also use them to trigger other server-side actions by clicking a button in the conversation, such as an “add-to-cart” action.
Fixed
- Forms with multiple dropdown fields will no longer display multiple dropdown lists at the same time. Only one list will be displayed at a time.
Products with no updates this week
- Admin Center
- Zendesk Bots
- Machine Learning
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)