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
-
Translation by Language I/O - Inline (Support)
Translation by Language I/ - Inline enables support agents to communicate with customers in 100+ languages through Tickets, Messaging, and Chat. The app allows for agents to easily perform inbound and outbound translations directly within Zendesk’s conversation area, with the ability to adjust preference settings from the sidebar. -
evaluagentCX (Support)
evaluagentCXhelps contact centers improve the quality of sales and service interactions and provides an elevated and differentiated Customer Experience (CX). By acting as a QA co-pilot, evaluagentCX identifies the must-monitor interactions. This in turn delivers time and process efficiencies and facilitates rapid, measurable agent performance improvements through targeted coaching – empowering agents to play an active part in their development. -
Jira Service Management by Integrate Cloud (Support)
Jira Service Management by Integrate Cloud 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. Notify engineering of bugs that are impeding your customer's experience and to get updates on the issue's resolution—all from within Zendesk. -
Shopify Cart Builder by Perfo (Support, paid)
Shopify Cart Builder by Perfo lets you quickly create full carts for customers in the agent view sidebar. This app pulls in all the Shopify products and variants in the store and provides a UI to pick and choose variants and quantities. It then outputs a URL with a pre-filled cart. -
Ticket Export & Archive by Knots (Support)
Ticket Export & Archive by Knots simplifies data management by allowing you to export tickets from Zendesk and store them in your SFTP or FTP server or cloud storage. This solution is designed to enhance compliance, provide insights, and optimize storage. You can customize the folder in your storage based on data (for example, by ticket ID, or requester data). The solution allows agents to access historical ticket information quickly, improving response times and personalizing customer interactions. Archived data offers insights for continuous improvement, enhancing overall service quality. -
GrowthDot Suite Pro (Support)
GrowthDot Suite Pro gives you access to GrowthDot's four apps (Proactive Campaigns, Email Tracking, GDPR Compliance, and Sanctions Check) for one low price. Enhance your Zendesk experience with GrowthDot Suite Pro, it's your all-in-one solution for email marketing, privacy compliance, and reputation management. Provide exceptional customer support and engage with your customers more effectively with the combined power of these four apps.
Zendesk Chat & Messaging
New
- Support is provided for end-user authentication via signed email to enhance personalized support and to ensure secure user verification across multiple channels and devices. For more information, see Announcing authenticating messaging end users using signed email.
- Engagement duration can now be calculated from the point an agent joins.
- You can now hide legacy widget settings for messaging accounts.
- Zendesk added a circuit breaker to limit batch deletion.
- You can now disallow creation of Messaging LC channels for accounts with OCB activated.
Support
New- Custom Objects is introducing new Bulk APIs for Upsert and Update. Zendesk is adding APIs that make it easy to manage custom data and relationships with External ID. For more information, see Announcing API enhancements for custom objects.
Zendesk bots
New
-
Bot admins can now copy an answer within the same bot or across to another bot. Learn more
Fixed
- Consolidated Bots settings into one area of the Bots Admin Center, and improved TestBot behavior to reflect all bot configuration prior to publish.
-
The default Talk to a human answer will now include a business hours condition step, according to the following conditions:
- Where the customer account type is Support Professional and above or Suite Growth and above
- If a single schedule exists, the business hours step is included in the default answer according to this schedule
- If multiple schedules exist (only applies to Enterprise), the business hours step is included in the default answer according to the default schedule
- If no schedule exists, the default Talk to a human answer flow will not include a business hours step
Products with no updates this week
- Admin Center
- Zendesk Explore
- Guide & Gather
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)
1 comment
Jennifer Rowe
We've added an update for Zendesk bots to these release notes.
Zendesk bots
New
Bot admins can now copy an answer within the same bot or across to another bot.
Learn more
Fixed
The default Talk to a human answer will now include a business hours condition step, according to the following conditions:
Learn more about schedules
0