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
-
Attachments Pro (Support) (paid)
Attachments Pro helps you to quickly view all attachments and links of Zendesk tickets, users, or organizations. It consists of three tabs (Images, Files, Links,) a search field, and sorting filters. The search and sorting filters work throughout all three tabs, so it's easy to find the necessary files or links. -
Service Quality Report (Support)
Service Quality Report gives your QA team an AI tool that evaluates service management, setting True Resolution Score™ and Auto CSAT for every ticket. It utilizes real-time sentiment analysis to measure and improve service quality. -
Arrivy Inc. (Support)
Arrivy Inc. triggers Arrivy tasks from Zendesk tickets and streamlines your Sales to Ops handoff. The Arrivy Operations Cloud™ has been designed to help service businesses provide deep customer engagement and real-time operational connectivity on the day of service and beyond. Enhance the efficiency of your field operations by leveraging Arrivy's powerful Zendesk integration. Equip your field team with the tools they need to thrive, allowing them to seamlessly report progress on their jobs, access essential data, capture images, and complete paperwork directly within the Arrivy app. -
Anecdote for Chat (Chat)
Anecdote for Chat is 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. 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. -
Calizy for Support (Support)
Calizy for Support brings a whole new level of customer support interactions into one place by helping you book appointments within the ticket flow. Instantly book an appointment for your client, visualize your team’s availabilities, and book the best time. Display incoming appointments linked to a ticket. Quickly update or cancel a booked appointment.
Zendesk Bots
New
- Restricted content (help centers and articles that require sign-in to view) are now supported with Zendesk bots article recommendations and generative replies features. Here’s the announcement for more information.
- The conversation bots disambiguation feature has been modified slightly to improve the quality of suggestions provided. When If a question matches more than one intent has been enabled, the bot can now show between one and three suggestions. Previously, the bot would show between two and three suggestions.
- You can configure Zendesk Bots within Sunshine Conversations’ switchboard without them being the default responder. This will enable middleware to pass control to a Zendesk bot to initiate the configured bot flow. For more information, see this article.
Fixed
- Security update for user_segment_ids in Answer Bot autoreply with articles API
Guide & Gather
New
Fixed
- Issue with missing “Leave site? Changes that you made may not be saved” prompt when closing a tab when creating an article.
Products with no updates this week
- Admin Center
- Support
- Zendesk Chat & Messaging
- Zendesk Explore
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)
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