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 Agent for Support (Support)
AI Agent for Support is an AI agent for your customer service and support. Within a few minutes you'll have an AI agent that will totally transform your support. AI Agent for Support will reduce costs, improve quality of replies, and free human agents up to focus on what matters. For all incoming tickets, the AI can automatically draft replies and leave it as an internal note for your human agents. -
QuickNote (Support)
Quicknote enhances Zendesk's ticketing workflow by allowing agents to add internal notes effortlessly within the ticket interface. This direct approach saves time and improves team coordination, making internal communication smoother and more efficient. -
AI Assist by Actioner (Support)
AI Assist by Actioner offers automated summaries of previous Zendesk ticket interactions, intent and sentiment analysis, and quick insights through ticket summaries. With AI Assist, you can instantly analyze past interactions when a ticket is created, measure and analyze sentiments in resolved tickets, and automatically generate a ticket summary enriched with insights. -
Attachment Manager by Saasly (Support, paid)
Attachment Manager by Saasly simplifies document management for tickets, providing easy access, filtering by type, and options for downloading files individually or in bulk (ZIP). Users can also preview attached documents without downloading them. Attachment Manager supports all regular formats, such as xlsx, pdf, and docx. -
eZSend One (Support)
eZSend One integrates directly with your WhatsApp numbers available in Zendesk to send WhatsApp notifications. You can send proactive messages directly from your Zendesk profile or ticket and interact with your customers quickly and efficiently. Customize notification sending using placeholders provided by the WhatsApp Template. -
Yggdrasil (Theme)
Yggdrasil simplifies content organization. Create pages effortlessly in both vertical and horizontal structures, while a user-friendly UI menu offers a panoramic view of your content universe. Navigate seamlessly, to any destination in just a few clicks. -
eGain Knowledge Hub (Support)
eGain Knowledge Hub guides agents within Zendesk Agent Workspace to fast, accurate answers and through processes, boosting CX and operational metrics. Powered by ML, AI reasoning, knowledge, and analytics. eGain Knowledge Hub offers multiple ways to quickly find answers to customer queries, including instant answers, guided search, federated search, and faceted search, as well as interactive guidance for problem resolution and product advice. -
Cohere AI Assistant by Canadesk (Support)
Cohere AI Assistant by Canadesk summarizes customer messages, analyses sentiment, and recommends replies to your agents based on your Knowledge articles. Leverage AI directly from any Zendesk ticket to capture the key topic, adapt to your customer's attitude (sentiment, frustration, urgency), summarize the full conversation, suggest what your next reply can be, or rephrase your own replies on-the-fly from the Text editor.
Zendesk bots
Fixed
- Fixed an issue with publishing the bot whenever custom fields was configured for the Transfer to Agent step.
Zendesk Explore
New
- The limit for how many agents can be included in the drill in on the Explore live dashboard has changed from 500 to 100. See Why can’t I use drill in to see my agents’ live status?
Guide and Gather
New
- Knowledge base now has a simplified interface and an increased editing space, among other new features. For more information, see Announcing the new article editor toolbar.
- All customers subscribed to the Advanced AI add-on can test an early version of the merging suggestions feature by signing up for the EAP. For more information about this feature and to sign up, see Announcing the early access program for merging suggestions in the Intelligence panel.
Fixed
- The Summary feature, powered by generative AI, for agents now uses plain text instead of rich text while generating summaries. This allows summaries to be generated based on longer tickets with rich text.
Products with no updates this week
- Admin Center
- Zendesk Chat and Messaging
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Support
- Talk
- Web Widget (Classic & Messaging)
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