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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AI Ticket Autofill by Knots (Support)
AI Ticket Autofill by Knots helps you find data and extract information inside Zendesk Tickets. Keep tickets neat and organized for faster ticket resolution. Update user fields such as name and address automatically when a new ticket is created in Zendesk. Leverage artificial intelligence to accurately identify and extract data from unstructured tickets and documents, including for example, names, addresses, and dates. -
Messaging for Telegram by DataFox Labs (Support, paid)
Messaging for Telegram by DataFox Labs lets you engage with your Telegram™ users via Zendesk Suite (Sunshine Conversations). Unleash the full Zendesk power - with omnichannel routing, macros, triggers, ticket assignments and so much more! You can send text, files, and images directly to users on Telegram from Zendesk Tickets. You can also add macros, triggers, and tags to Telegram tickets. -
Zenbots.ai (Support)
Zenbots.ai is a fully automated Zendesk AI Chatbot, designed to seamlessly integrate with your Zendesk Guide, providing instant access to documentation and streamlining customer support operations. Chatbot is simple to set up and is ready to use in just under 24 hours, where it will be conveniently located in the Zendesk Support sidebar for easy access. Responses are created based on your Zendesk Guide articles providing accurate answers. -
Klark (Support)
Klark is an advanced GenAI-powered tool, designed to boost your customer service productivity and quality. Automatically create your specific Knowledge base using existing tickets and FAQ articles. Generate drafts for your tickets based on your Knowledge base and leveraging the best existing Large Language Models (LLMs). -
Ticket History Export (Support, paid)
Ticket History Export allows users and admins to download a branded ticket history as a PDF straight from the ticket sidebar. You can easily share this history with your customers for auditing or increased transparency. -
eZVoice (Support, paid)
eZVoice is the only app on the market that facilitates agent-to-customer communication through WhatsApp audios within Zendesk tickets. You can listen to received audios using a user-friendly player on the customer interaction screen, as well as send audios to your customers whenever needed.
Zendesk Explore
New
- You can now exclude reports from filters in the Explore beta dashboard builder. Excluding reports from filters prevents them from being affected by dashboard-level filters. See Excluding reports from filters.
Guide and Gather
New
- Help center translations in the article context panel lets you see the range of existing translations that are available so you can ensure that your help center caters to a multilingual audience.
- General availability of generative AI features in the help center provides you with the tools to really enhance your writing, transforming bullet points into comprehensive content, and improving your ticket text so that it's fully accessible to your readers.
Support
New
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Admins can no longer assume the role of another admin user.
Products with no updates this week
- Admin Center
- Zendesk bots
- Zendesk Chat and Messaging
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Talk
- Web Widget (Classic & Messaging)
7 comments
Jacob the Moderator
@...
What is the justification for this change?
We pay for a dedicated system user (admin) for various integrations to work independently of any particular admin, not being able to assume this system user will be more time-consuming and difficult.
2
Sydney Neubauer
I second what Jacob is saying. With the new Team Members permission coming, they also cannot manage Admins. How are admins supposed to change their own permissions? If you only have 1 admin and they need to be offboarded?
3
Nova Dawn
Thank you for your comments Jacob and Sydney - @... could you bring some light to this conversation regarding the decision around this change?
2
James Hanley
Hey Jacob the Moderator and Sydney Neubauer thanks for your question and my apologies for not replying sooner.
The decision to remove the ability to assume into another admin was made in order to improve the access controls in the product, within the context of the feature’s utilization. The security of our customer’s data is our priority and this change was motivated to strengthen our access controls and remove a legacy feature that offered a loophole to elevate ones own permissions.
If you require logging into an “integrations admin” which is being used to integrate with Zendesk's APIs or integrations, I would recommend using your standard Zendesk authentication method. I appreciate this may slow down some administrative actions, but ultimately this will be a more robust and secure authentication approach.
I hope this helps clarify.
Thanks,
James
-1
Jacob the Moderator
James Hanley Thanks for the explanation! However, I don't see the issue this change is a fix for.
You say:
You would need to be an admin to assume another user, so how can you elevate your own permissions when you're already an admin? Unless I'm mistaken about this👆 I don't see any issue, all this does is force admins to handle multiple logins which is arguably less secure.
0
James Hanley
Hey Jacob the Moderator, this is a very good question.
There loophole applied when a user was an Admin in Support but not in other products.
0
Jacob the Moderator
Thanks for clarifying this James Hanley! I wasn't sure you saw my comment since at-mentions and follower notifications seem to have been broken for a while after the new theme update.
When any admin creates a new admin user, every admin in the account is notified about the details of who created the user and the user email - this approach is superior in that it creates the desired awareness of a potential issue without sacrificing assumption capabilities.
0