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
- Explore
- Guide & Gather
- Mobile SDKs
- Support
- Talk
- Products with no updates this week
App Marketplace
New
-
Customer Flags (Support)
Customer Flags shows custom messages depending on the tag. Zendesk Administrators can define which messages are visible depending on whether single or multiple tags are applied to users, organizations, tickets, and more. Customer Flags respond to tag changes on the fly. For example, if a Macro applied to a ticket injects a tag, the Customer Flags will respond to it immediately. -
Anecdote (Support)
Anecdote is an AI-powered analytics platform purpose-built to reveal the underlying reasons behind customer churn and to identify valuable feature requests. Integrate your qualitative feedback tickets directly from Zendesk to gain a comprehensive view via an insightful dashboard. Centralize your Zendesk customer feedback for a unified, easily accessible repository and pinpoint the key factors contributing to customer churn so you can take targeted action. Identify and prioritize feature requests to enhance your product roadmap. Create advanced, customizable reporting dashboards to help you make data-driven decisions. -
AI KBA Optimizer (Support, paid)
AI KBA Optimzer is a powerful tool that automatically analyzes and enhances your articles to optimize your help center. You can significantly improve the quality of your documentation with minimal effort. Key features include for example, automatic generation of label tags for your articles, identification of outdated articles that may impact your credibility, AI-powered analysis of content readability and rewriting suggestions, and automatic translation of content into multiple languages -
Discorder (Support, paid)
Discorder helps you manage and integrate Discord discussion threads into your customer support processes within Zendesk. You can receive Discord messages in Zendesk, reply to your Discord users via Zendesk in private threads, add tags to Discord tickets, and end-users can have multiple open conversation threads. Messages synchronize in near real-time, typically within seconds. -
Translate Conversations (Support. paid)
Translate Conversations translate customer tickets instantly for efficient, global support. Communicate with your customers in their own language with fast ticket translation to and from any spoken language. Auto-translate new messages as they arrive, write in your language and reply in customer's language. Translate Conversations integrates seamlessly with the Agent's Workspace. -
Knovvu Analytics (Support)
Knovvu Analytics monitors all your customer interactions and provides a full, holistic view of customer behavior and feedback. The platform collects data from a variety of channels, such as phone calls, social media, or internet communication, and provides insights to contact centers to measure customer experience. -
StartADAM (Support)
StartADAM is your all-in-one solution for cross-platform collaboration within Zendesk. Whether swarming internally or engaging customers directly, StartADAM centralizes all communications for compliance and efficiency with cross-platform chat channels. All messages end up in your Zendesk ticket for full compliance, regardless of the chat tool used. StartADAM connects to the chat channel seamlessly with Slack, MS Teams, Discord, or WhatsApp for efficient ticket communication. -
SIRP SOAR (Support)
SIRP is a risk-based Security Orchestration Automation and Response (SOAR) platform. SIRP makes it easy for security teams to quickly realize value through our free integrations and automation playbooks, letting you take your security investigations from manual to lightning speed in no time. The SIRP Zendesk App allows users to push the Zendesk ticket closure status to SIRP so you can close an Incident in SIRP. -
Mandrake (Theme)
Mandrake offers a seamless blend of aesthetics and functionality. With an optional dark mode and versatile navigation options (you can choose between accordion menus or content blocks), it provides a tailored experience. Effortlessly customize headers, footers, and more without delving into code. Elevate your help center with ease, delivering a delightful customer journey.
Zendesk Chat & Messaging
New
-
Owners and admins can now see Chat to Pod moves notices on the Chat Dashboard, notifying them of when their Moves have been scheduled. For more information, see Announcing co-location of live chat and ticket service data.
Explore
New
- Default report configurations are now fine-tuned for common use cases and aligned with Zendesk accessibility standards. These changes help ensure that new reports created in Explore have the best possible configuration from the get-go. See Customizing your chart type and options.
- In live dashboards, messaging metrics now include data from social messaging channels, such as WhatsApp, Facebook Messenger, and Twilio SMS. This new filtering capability lets you see your true incoming and currently assigned workload on messaging. See Overview of the Explore live dashboard.
- The Ticket tags attribute is now available in the Chat: Engagements dataset. See Metrics and attributes for live chat.
- Values for the agent-based attributes in the Chat and Talk datasets reflect only users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once. See Metrics and attributes for live chat and Metrics and attributes for Zendesk Talk.
Guide & Gather
New
- An update to the link module in Article editor allows you to preview the title of help center articles.
- A new colour scheme in the HTML editor for Guide articles addresses accessibility issues.
Mobile SDKs
Zendesk SDK: 2.17.0 Android
Added
- Technical upgrades for better color management.
Fixed
- The crash on the Conversation List Screen when recovering from the SDK forcibly being closed by the Android system.
- A re-rendering issue on the animation of the message receipt.
- The crash when entering the Conversation Screen via a push notification after the SDK was forcibly closed by the Android system.
- Flickering UI of text, image, and carousel messages.
- Connection banner text changed to "You're now online" plus the text color for dark mode was corrected.
Zendesk SDK: 2.17.0 iOS
Added
- Technical upgrades for better color management.
- Improvements to how the SDK stores and clears images.
- An integrator option to clear storage. See the Advanced integration developer documentation for implications.
- Accessibility support for the "[N] new messages" button.
Fixed
- The conversation storage initialisation with improvements.
- An issue on the navigation bar disappearing on a canceled swipe.
- Quick replies from flickering on the conversation screen.
- A field validation error message when correct email format is entered
- A compilation naming error.
- An issue with the message composer being cleared whenever the typing indicator appeared or disappeared.
Support
New
- Use Placeholders to return the target record ID of a lookup field in a Ticket, Requester, or Requester organization. For more information on how to retrieve the ID, see Zendesk Support placeholders reference.
- Add new custom object records from Related Lists.
- Layout Builder is now GA to eligible customers so you can create custom layouts to tailor the Agent Workspace to your specific workflow needs. For the full release details, see Announcing custom layouts with layout builder.
Fixed
- In the views side panel, the personal views section is removed when the user has no personal views to be displayed.
Talk
Fixed
- Fixed a bug where the call console would not show above other top bar apps.
- The price of Peruvian phone numbers was corrected.
Products with no updates this week
- Admin Center
- Zendesk Bots
- Zendesk Explore
- Machine Learning
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)