See our What's New for an overview of what was released in the last month.
This week's release notes include:
App Marketplace
New
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Contract Manager (Support, paid)
Contract Manager lets you manage contracts within Zendesk. Each contract is associated with a time credit deadline. Agents can assign tickets to a contract and enter the time they spend handling customer requests. The processing time is then deducted from the hour credit of the selected contract. You can view all of your contracts and the time remaining on each on the dashboard. -
HelpTree (Support)
HelpTree is an advanced Knowledge Management Platform that helps to streamline your customer support process. It sets up your team with easy-to-follow instructions and quick access to key information, ensuring you respond to customer inquiries with both speed and accuracy. This integration boosts your customer service quality while making interactions more straightforward. -
eZDesk Smart Comments (Support, paid)
eZDesk Smart Comments enhances the Zendesk interface with key features for agent workflow efficiency. This includes seamlessly previewing comments with all placeholder types, such as macros for example, that can be typed or pasted directly into a Zendesk ticket. The eZDesk Smart Comments app allows easy switching between internal and public comment modes and simplifies workflow adjustments. This is especially useful for post-draft mode changes. -
Savoir Ticket Copier (Support)
Savoir Ticket Copier lets you easily select source and destination tickets, as well as quickly and accurately copying essential data such as external_id, status, type, priority, subject, description, and tags. With this powerful tool from Savoir Tecnologia, you can streamline your support routine, improve information consistency, and optimize user experience. -
Savoir Import (Support)
Savoir Import provides an efficient solution for importing data directly from the top bar. With this tool, you can easily import relevant information into the system, including tickets, users, groups, and organizations. -
Savoir Slack Message (Support)
Savoir Slack Message streamlines communication by effortlessly sending messages from the Zendesk ticket dashboard directly to designated Slack channels with our application. Use Savoir Slack Message to enhance your team collaboration and expedite issue resolution. -
Aissistant (Support)
Aissistant delivers full-loop automation for your sales and customer service operations. Automatically creating tags, accessing other information systems, generating responses, and summarizing situations. -
Leafworks (Theme)
Leafworks is a feature-rich Zendesk theme that provides you with limitless possibilities to create the perfect customer support experience. With a wide array of customization options, you can effortlessly tailor the theme to match your brand identity without any coding required.
Zendesk Bots
Fixed
- Fixed an issue where only English articles were returned in a search. The search function has been improved so when you add articles to a bot answer (see, Understanding answer step types), the search function also includes non-English articles in its search.
- Fixed an issue with intent matching for translated bot flows.
Guide & Gather
Fixed
- Fixed the issue where some characters in articles displayed as unknown symbols.
- Fixed the issue where web widget partially covered the View button in the article editor.
- Reduced the white space in the action footer and above the article title in the Guide article editor.
Products with no updates this week
- Admin Center
- Zendesk Chat & Messaging
- Zendesk Explore
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)
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