See our What's New for an overview of what was released in the last month.
This week's release notes include:
Admin Center
Updates
- Improvements to Audit log events for attachments.
- When the Zendesk system deletes unassociated attachments, then a No audit log event is created. This is specific to attachments that are not submitted as part of a comment and are therefore not associated with a ticket.
- When an agent deletes an attachment from a comment that's not yet been submitted, a No audit log event is created. For example, an agent clicks X on the attachment. However, because the comment has not been submitted, the attachment isn't associated with a ticket.
- When the agent redacts an attachment from a ticket, this creates a Deleted audit log event.
Apps Marketplace
New
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Round Robin Assignment by Knots (Support)
Round Robin Assignment by Knots ensures a fair and efficient distribution of tickets among your support team. Without any manual intervention or agent interaction, this app intelligently assigns incoming tickets to available agents, balancing workload and enhancing response times. -
Sentient Machines Analytics+ (Support, paid)
Sentient Machines Analytics+ is the next generation AI omni-channel conversational analytics platform. It uses military grade security, analyzes 100% of interactions (chat, email, phone, chatbot), seamlessly reviewing not only what is said, but what is not said, including intonation and pauses, and what it all means. This means an immediate reduction in compliance risk, increased team efficiency, and competency, resulting in significantly higher CX and EX scores. -
ValueFirst Business Messaging (Sell)
ValueFirst Business Messaging elevates your Zendesk Sell experience with a robust extension designed for efficient SMS and WhatsApp communication directly from your Contacts, Leads, and Deals modules. -
CXBOX Broadcast (Support)
CXBOX Broadcast helps you filter your customer's information from particular fields from your CRM platform. You can create your intended campaigns with out-of-the-box features by selecting the content types and chat channels (such as. LINE, WhatsApp, WeChat, SMS, Twilio, and Instagram) you want to broadcast to your targeted customers. -
Reminder App by Saasly (Support, paid)
Reminder App by Saasly displays pop-ups and receives alerts via diverse channels for effective communication. You can configure an infinite number of reminders for a ticket, including activating reminders to function seamlessly on closed tickets, and ensuring ongoing prompts for future actions, even after ticket resolution. Similar to checklist items, you can also mark reminders as completed. -
Notify & Pin (Support, paid)
Notify & Pin allows you to get immediate broadcast notifications within Zendesk's user interface. Receive instant alerts in the top right corner of Zendesk Support. Keep tabs on your notification history and dismiss items after they've been actioned. Finally, you can communicate important updates by broadcasting custom messages to your team. -
ChatGPT 4 Auto Tag (Support, paid)
ChatGPT 4 Auto Tag is a Zendesk plugin focused on intelligent auto-tagging. Say farewell to manual sorting and embrace the efficiency of AI. ChatGPT 4 Auto Tag analyzes customer interactions in real-time, automatically tagging tickets with relevant keywords. This ensures swift and organized support, enhancing your team's response efficiency. You gain an immediate understanding of ticket themes and priorities that help you quickly identify common issues and trends, facilitating proactive customer service strategies. -
ChatGPT 4 Thank You Closer (Support, paid)
ChatGPT 4 Thank You Closer helps with the thank you messages that reopen resolved tickets. It doesn't just read messages; it intelligently discerns the content. For example, if it's gratitude, the ticket is returned to closed. However, if there's more to it, then it keeps the ticket open for human attention. -
HolidayZ VM Swapper (Support, paid)
HolidayZ VM Swapper lets Zendesk admins bulk update out of office voicemail across all Zendesk Talk lines at the click of a button. Just choose your lines, choose your greetings, and submit. -
Savoir Ticket History (Support)
Savoir Ticket History provides operators with a quick and efficient view of the most recent tickets associated with a particular user. This convenience is offered directly in the ticket sidebar, where crucial information such as status, creation date, currently assigned user, and relevant tags are readily available. Clicking a ticket will display a detailed preview of the ticket, along with a direct redirection link to the respective ticket, further simplifying access to detailed information. -
SLA Pro (Support, paid)
SLA Pro redefines how you handle SLAs, offering an intuitive platform that simplifies and streamlines every aspect of your SLA administration. Effortlessly organize, reorder, export, and visualize your SLAs within a single, user-friendly interface. SLA Pro provides an easy-to-use export feature, allowing you to extract data effortlessly. Visualize SLAs in a clear format for quick analysis and decision-making. -
Studio by Knots (Support)
Studio by Knots is engineered to provide robust integration capabilities, seamlessly connecting Zendesk with various systems.This includes CRM platforms, ERP systems, e-commerce sites, and other business-critical applications. By enabling a two-way flow of data and actions, Knots Studio ensures that all systems are in sync, providing up-to-date information across all platforms.
Zendesk Explore
New
- To improve loading times, every new report created in Explore now has a default 30-day time filter. Users can update the time range of the filter or replace it with any other filter. Previously, this filter was included only on Support datasets.
Products with no updates this week
- Zendesk Bots
- Zendesk Chat & Messaging
- Guide & Gather
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)