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 Chat & Messaging
- Zendesk Explore
- Guide & Gather
- Support
- Products with no updates this week
Admin Center
New
- Added Macro suggestions for admins. This feature is available to all customers who have the Advanced AI add-on. Now users can see more related tickets and filters in the Suggestions macro (previously there were only three related tickets available). You can check out this feature in the Admin Center, under Workspaces > Macro suggestions.
App Marketplace
New
-
Zoom Phone for Zendesk (Support)
Zoom Phone for Zendesk enhances your Zendesk experience and streamlines your workflows. Zoom is the leader in modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems. Install the Zoom Phone integration and enjoy benefits such as click-to-dial phone numbers in Zendesk, automatic call logging, automatic logging of calls to Zendesk, access to voicemails and recordings in call logs, and the ability to send and receive SMS. -
Apple + ChatGPT AI assistant By Saasly (Support, paid)
Apple + ChatGPT AI assistant by Saasly is developed to handle multiple apps for Apple Store reviews and ratings within Zendesk. The app helps you to streamline your customer support process by seamlessly converting all customer inquiries from the Apple Store into Zendesk tickets. It is also has ChatGPT activated to help you create personalized responses to customers automatically, generate ticket summaries, and adjust the tone of how you respond to your customers. -
Worknet.ai (Support)
Worknet.ai is a conversational user experience, akin to ChatGPT, integrated into all of your relevant data sources, including: Zendesk Guide, Confluence, and Jira tickets. For native functionality, it is seamlessly integrated with both Zendesk and Slack. -
Help Center Translate (Support)
Help Center Translate automatically translates your Zendesk Guide articles. No need to update the style, links, or images anymore. Using Help Center Translate, you can translate help articles into any language and maintain the original HTML formatting. Moreover, you can synchronize translations to and from Zendesk Guide and even bulk translate multiple articles into one or more languages. -
Stylo Voice AI (Support)
Stylo Voice AI, powered by the latest OpenAI and ChatGPT technology, instantly converts your voicemails into accurate text, making it easier to stay on top of your messages without ever hitting play. Plus, you can break language barriers with on-the-fly translations. -
ChatGpt Suporte Inteligente (Support, paid)
ChatGpt Suporte Inteligente is your go-to solution for elevating customer service efficiency and quality. The application is expertly designed to provide an array of features and functionalities that seamlessly integrate into your existing customer support framework. Quickly grasp the context with AI-generated summaries of previous tickets, reducing the time spent on reading through ticket histories. Enhance the quality of your replies with AI support, ensuring accuracy and consistency in your responses. Receive AI-driven suggestions for replies that not only address customer queries effectively but also align with your company’s tone and service goals.
Zendesk Chat & Messaging
New
-
Updated links, and hid the Skills and Limits UI for omnichannel routing mixed mode accounts
Fixed
-
Fixed an issue with omnichannel backend error metric tagging
Zendesk Explore
New
- You can now export dashboards from the Explore beta dashboard builder. The ability to export dashboards is key to analyzing data with other tools and sharing insights out of Explore. For more information, see Exporting dashboard content in Working with the dashboard builder (Beta).
- Enterprise customers now have access to live data metrics for unified and custom agent statuses. This information helps you understand your current available staffing, allowing you to make decisions across channels about how much work can be done based on your available agents. For more information, see Unified agent statuses in Live data widgets for Explore dashboards and Explore recipe: Creating a dashboard to report on live agent status.
Guide & Gather
New
- Added tone shift to the Generative AI for Knowledge EAP.
Support
New
- The open beta for merging organizations is now available for all accounts.
Products with no updates this week
- Zendesk Bots
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)
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