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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ShipInsure (Support)
ShipInsure redefines merchant services, transforming hassle and frustration into confidence and ease. Create claims effortlessly on behalf of customers, ensuring your customers are always protected. View detailed information about customer orders. Easily identify which orders are covered under ShipInsure's protection plan directly on Zendesk tickets, ensuring you're always informed. -
Voiceflow Sidebar Connector by Zenflow (Support, paid)
Voiceflow Sidebar Connector by Zenflow lets you connect your Voiceflow assistants to Zendesk. Easily send public comments to Voiceflow and let Voiceflow summarize your ticket, generate a response, or even translate the last message. You can also customize Voiceflow to help you retrieve information from other systems such as order tracking or reference checks. -
Field Rules (Support, paid)
Field Rules is a new and improved rule-based way of controlling your ticket forms, bringing more control and easier management of your workflow. Reduce agent training by removing the distraction of ticket fields that do not apply to certain types of tickets. You can even map ticket fields, so if you want to define another ticket type (for example, Change), or set another priority (such as Extremely low), then this app is for you. -
TranslateBuddy by TaskUs (Support)
TranslateBuddy by TaskUs helps support agents communicate with customers in multiple languages across all support channels, and plugs directly into the agent’s standard Zendesk interface. Communicate effortlessly with customers in their preferred language, ensuring a global and inclusive customer service experience. -
Smartling for Support (Support)
Smartling for Support provides an enterprise-class LanguageAI™ platform for translating and localizing all forms of digital content. Smartling uses an AI and data-driven approach to localization, which helps its customers achieve higher-quality translation at a lower total cost. Empower your customer support teams with Smartling's Machine Translation (MT) Hub which is designed for enterprises. This solution means you can provide 24/7 customer assistance in the customers' native language. Use Smartling to kickstart seamless and high-quality translations for your customer support tickets in Zendesk. -
Octopia (Support, paid)
Octopia is a game-changer for seamless marketplace communication and efficient order management. With an easy installation process, Octopia consolidates messages from the various marketplaces from Octopia, providing a centralized hub for swift responses. Gain comprehensive insights into orders to ensure informed customer interactions. -
Language Detection by Knots (Support)
Language Detection by Knots quickly identifies the language of each incoming ticket before an agent opens it. Tag or save the language in a field for routing and reporting. -
Dimensions Connect for Support (Support)
Dimensions Connect for Support provides an embedded CTI client, allowing users to manage and streamline their communications – all from within the Zendesk UI. Dimensions Technologies is an independent software vendor specializing in communications applications for SMBs, SMEs, and large enterprises. Dimensions Technologies designs, develops, and supplies a range of solutions designed to enhance the functionality and usability of communication systems, helping to drive performance and efficiency for our customers.
Zendesk Bots
New-
The link to another step type is now available in the bot builder (see, Understanding answer step types). You can use it to link to another answer or to the start of the bot conversation. For more information, see Announcing answer linking for Zendesk bots.
Guide & Gather
New
- Added Custom ticket status support to the new request list experience.
- Announcing the Simplify tone in the Generative AI in Knowledge EAP
Fixed
- Fixed an issue that caused theme preview with ZCLI to not work in some cases on Windows machines.
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)