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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Telephony Integration by Knots (Support)
Telephony Integration by Knots is a simple solution that works with old telephone systems to transform your customer support by offering insights into usage, performance, and customer service on a single platform. This app creates a ticket as soon as an agent takes a call, providing comprehensive customer information upfront. It seamlessly integrates with old systems, including Placetel, Alcatel, 3CX, Cisco, Swyx, and Avaya. This app includes detailed logging of call details and agent performance metrics in Zendesk for better analysis and decision-making. -
UltimateGPT for Knowledge Base (Chat)
UltimateGPT for Knowledge Base equips customers so they can automate 60% of their digital support channels - decreasing costs, empowering agents, and delivering amazing customer experiences. Use this app to retain all of your conversation data in Zendesk, not a third-party app, route and enrich Zendesk tickets, create smart escalations to human agents, and measure your bot's performance in Zendesk. -
Auralis (Support)
Auralis is a comprehensive AI-powered service designed to improve customer service by offering a range of AI tools such as chatbots and intelligent automation. These tools provide instant answers to customer queries with high accuracy, enhancing satisfaction and efficiency. Auralis places a strong emphasis on security, using advanced encryption and security practices to protect user interactions and data. -
Support Sidekick AI (Support)
Support Sidekick AI superpowers for your support team. Support Sidekick uses your Zendesk history + GPT so your agents can send better responses at a reduced cost. Support Sidekick AI is perfect for drafting read-to-go documents before you even open Zendesk; analyzing emails to extract any questions, intent, or tone; and searching through your closed ticket database to find the tickets most relevant to a customer's question. -
Stylo Sentiment Scores (Support)
Stylo Sentiment Scores provides sentiment analysis, automated ticket categorization, and automation support. Identify and prioritize important tickets before customers escalate, automatically categorize and tag tickets for powerful reporting, unlock product insights with sentiment trends, track agent performance trends, and enhance customer care by identifying which accounts need priority attention. -
Dexo 128 (Theme)
Dexo 128 is a Zendesk theme with a professional and aesthetic design, brimming with features. It showcases a variety of customizable blocks and call-to-actions. All these elements are easily brandable and customizable without any coding required, facilitating the quick launch of a customer-pleasing help center. -
Multiple JIRA Instance by IntegrateCloud (Support)
Multiple JIRA Instance by IntegrateCloud creates a seamless workflow between Zendesk Support tickets and Jira issues, and unites your support and engineering teams. Support teams can easily escalate and link Zendesk tickets to Jira issues. You can also notify engineering of bugs that are impeding your customer's experience and receive updates on the issue's resolution — all from within Zendesk. -
Kojo AI (Support)
Kojo AI aggregates critical data from all the tools your support team uses, such as Salesforce, Slack, and Confluence, supercharging your Zendesk into a highly efficient hub for your support team. Transform your support engineers into powerhouse problem-solvers, with instant access to integrated data within Zendesk. Using Kojo AI, your team can resolve tickets more swiftly and effectively. -
Route (Support)
Route is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Route's strategic integration with Zendesk redefines customer support dynamics for e-commerce entities, allowing support representatives to seamlessly monitor, address, and initiate claims without ever leaving the Zendesk interface. This integration equips support teams with all the necessary tools and information to effectively resolve customer issues, ensuring a seamless and transparent post-purchase experience that not only meets but exceeds customer expectations.
Zendesk Explore
New
- In the beta dashboard builder, you can now link time and data dashboard-level filters across different datasets. This feature simplifies the filtering experience by reducing the number of filters used per dashboard. See Linking filters across datasets.
- You can now change the status of a single agent or multiple agents directly from the agent list in the Agent workload vs. capacity window. This allows for better management and a more accurate representation of agent availability. See Changing agent status.
Products with no updates this week
- Admin Center
- Zendesk Bots
- Zendesk Chat & Messaging
- Guide & Gather
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)
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