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
  • Explore
  • Guide & Gather
  • Talk
  • Products with no updates this week

Admin Center

New

  • We've added improvements to Audit log events for attachments. 
    • A No Audit log event is created when the Zendesk system deletes unassociated attachments (specifically attachments that are not submitted as part of a comment and are not associated with a ticket).
    • A No Audit log event is created when an agent deletes an attachment from a comment that's not yet been submitted (specifically, if they hit X on an attachment that's not been submitted, resulting in the attachment not being associated with a ticket).
    • A Deleted Audit log event is created when an agent redacts an attachment from a ticket.

App Marketplace

New

  • Caller Verify (Support)
    Caller Verify is a cutting-edge security solution for call centers and IT help desks that extends the functionality of Okta Multi-Factor Authentication (MFA) to callers. Caller Verify streamlines the process of verifying callers and eliminates the need for weak security questions that can usually be easily answered by unauthorized individuals. With the Caller Verify and Zendesk integration you can verify callers into your IT help desk without ever leaving Zendesk. At the push of a button, the requester and their enrolled verifications factors are automatically looked up and a request to verify their identity can be easily sent to the caller. After they've been successfully verified, the verification details are automatically recorded in the Zendesk service ticket providing a complete audit trail. 
  • Places (Support, paid)
    Places is about letting people know where your business is. Use Places to increase your walk-ins by sharing the physical locations of your business in a way your leads and customers can use. You can also share the location of your office or store along with a Google Map link - useful for directions, sharing with others, and bookmarking for future reference.
  • OAuth Dashboard by SpectreFlow (Support)
    OAuth Dashboard by SpectreFlow serves as a centralised hub, showcasing all Local and Global OAuth tokens associated with the logged-in user's account. This comprehensive view makes it significantly easier for administrators to manage their tokens, providing a streamlined process for token oversight.
  • Apizee (Support)
    Apizee is a remote assistance video chat that enables customer service teams to increase customer satisfaction. Apizee enhances sales and support performance, allowing for streamlined resolutions, even in intricate scenarios. This platform amplifies human connections, fostering clearer understanding and leading to heightened customer satisfaction.
  • Youtube + ChatGPT AI Assistance (Support, paid)
    Youtube + ChatGPT AI Assistance offers YouTube channel integration for Zendesk, allowing users to manage multiple accounts within a unified inbox. This integration facilitates efficient handling of YouTube comments as tickets, with ChatGPT support ensuring prompt and accurate customer responses. Create a ticket for each customer comment, regardless of the channels, video, or shorts. Agents can efficiently respond to, and manage, YouTube comments directly within the Zendesk app.
  • Chat Gpt4 AI Chat Enhancer (Support, paid)
    Chat Gpt4 AI Chat Enhancer enhances customer service with AI-powered messages tailored to your company's goals. It offers personalized responses, time-saving summaries, and insightful questions to enhance the quality and efficiency of your customer service.

Zendesk Chat & Messaging

New

  • Social Channel filters are now available on Explore for Messaging customers. For more details, see Announcing social channel filters for messaging live reporting in Explore.

Explore

New

  • The Explore report builder open beta is now available to all Explore Professional and Enterprise accounts. The new reporting experience makes data exploration and report creation more efficient and intuitive for beginners and advanced users alike. See Working with the report builder (Beta).

Guide & Gather

New

  • Added a Used/Not used filter to the Guide Media Library.
  • Added a custom claims API endpoint for help center JSON web tokens (JWTs).

Talk

New

  • The call transcription and summarization feature is now in EAP.
    This cool new feature uses generative AI to automatically transcribe and summarize voice calls in Zendesk Talk. This feature frees agents from having to manually write notes during and after a call. Instead, they can focus directly on connecting with customers and solving their problems, allowing them to move efficiently from call to call. For more information, see Announcing generative AI-powered call summarization for Zendesk Talk (EAP). 
  • IVR keypress tagging for omnichannel routing customers.
    All IVR keypresses will be logged as tags on a ticket and can be used to influence call routing via triggers, to generate keypress reports in Explore, and to provide agents with more context about the call they're handling. For more information, see Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing.
  • Expansion of data locality coverage to Europe and Australia.
    Zendesk Talk can now support hosting of additional voice data in both Europe and Australia. The type of voice data that can be hosted in Europe or Australia includes; phone number data, call logs, call recordings, and voicemail recordings. For more information, see Announcing: Zendesk Talk expansion of data locality coverage for Europe and Australia. 

Products with no updates this week

  • Zendesk Bots
  • Zendesk Explore
  • Machine Learning
  • Mobile SDKs
  • Sell
  • Sunshine Conversations
  • Support
  • Web Widget (Classic & Messaging)
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