See our What's New for an overview of what was released in the last month.
This week's release notes include:
- App Marketplace
- Zendesk Explore
- Guide & Gather
- Mobile SDKs
- Support
- Talk
- Products with no updates this week
App Marketplace
New
-
Shopware 6 Connector by MorfDev (Support)
Shopware 6 Connector by MorfDev allows you to connect your Shopware 6 stores and display customer information on the Zendesk side. To search for information on the Shopware 6 store the application uses the ticket requester email. Returned search results are divided into detailed data about the customer, and all orders that are associated with that customer. Shopware 6 can connect several Shopware 6 stores at the same time and display information for each store. -
Shopware 5 Connector by MorfDev (Support)
Shopware 5 Connector by MorfDev allows you to connect your Shopware 5 stores and display customer information on the Zendesk side. To search for information on the Shopware 5 store the application uses the ticket requester email. Returned search results are divided into detailed data about the customer, and all orders that are associated with that customer. Shopware 5 can connect several Shopware 5 stores at the same time and display information for each store. -
Aalborg (Theme)
Aalborg is a user-friendly theme with a minimalistic design and plain interface designed for both customers and admin. The theme is straightforward so you can easily find and activate options and views, and feel comfortable visiting well-arranged pages. -
Next Matter (Support)
Next Matter connects tasks, teams, tools, and external people in automated workflows designed to work exactly as you do. You can trigger end-to-end workflows directly from Zendesk, and empower any support rep to boost customer experience by expertly owning and resolving workflows. The tool and sidebar app allows you to run, track, and resolve complex support tickets without leaving 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 various marketplaces, providing a centralized hub for swift responses. Gain comprehensive insights into orders, ensuring informed customer interactions. -
External Attachment Storage (Support)
External Attachment Storage is a tool to manage and reduce the amount of attachment storage used within your Zendesk instance. Help reduce storage costs by storing external attachments from Zendesk on an industry leading secure 3rd party storage system. You also have the option to delete attachments after a given period, helping to comply with data protection and retention.
Zendesk Explore
New
- In the dashboard builder (in beta), the following time filter options are now available:
- This week
- This month
- This year
- Yesterday
- Previous week
- Previous month
- Previous year
- In the prebuilt dashboard of Zendesk Guide, the Community tab has been updated with new report colors, updated report names, and one new report (Post engagement by date). For details, see Analyzing community activity with Explore.
Guide & Gather
Fixed
- Fixed an issue with timestamps displayed on the search results page that displayed incorrectly when the language was set to Chinese.
Mobile SDKs
Zendesk SDK: v2.18.0 Android
Added
- You can copy the contents of a text message by long pressing on the message and selecting the option in the context menu.
Fixed
- Fixed scrolling issues that occurred when scrolling up in a conversation, receiving a message, the device rotation changed, or when the SDK sent a request to fetch older messages. The user can now automatically skip to the bottom of a conversation as the issue of their current view persisting has been fixed.
- Tapping outside the permission request dialog box now dismisses the dialog box.
- Carousel cards and forms now have stronger borders in dark mode. Similarly, the See latest banner and the New messages banner now have a more distinguished background in dark mode.
- When a business sends a message that only has quick reply buttons in the message body (but no text), it no longer displays an empty message bubble in the conversation. Instead the quick reply buttons are displayed.
- Color codes for certain UI components in the Android SDK have been updated to align with the same components in the iOS SDK (including, for example, a timestamp label, text in form fields, a back button, and a quick reply button).
Zendesk SDK: v2.18.0 iOS
Added
- You can remove failed messages in the conversation by long tapping and selecting remove from the contextual menu option.
- You can copy the contents of text and image messages by long pressing on the message and selecting the option in the context menu.
- We added Async-Await wrappers for Zendesk's asynchronous public APIs.
Support
New
- Improved the merging organizations open beta to move closed and archived tickets to the receiving orginization during a merge.
- Released Recent Search so you can access recent searches and content records within Support.
- Released new permissions for viewing custom objects in search and lists.
- Added new APIs for custom objects - including, Bulk Update, Bulk Create or Update by External ID, Bulk Delete by External ID, Create or update by External ID, and Delete by External ID.
- Released reply time SLAs for live chat.
Fixed
- Fixed an issue where the filters on the Agent Home page unexpectedly reset when navigating to the page.
Talk
New
- We've improved the call console by adding a new feature that allows agents to filter the outbound line when placing calls. This means users can search for a specific line by name, number, or brand, making it easier and much quicker to select the right line. This is a significant improvement for customers who have many lines to call from.
Products with no updates this week
- Admin Center
- Zendesk Bots
- Zendesk Chat & Messaging
- Machine Learning
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)
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