See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Support
- App Marketplace
- Zendesk bots
- Zendesk Explore
- Guide and Gather
- Talk
- Products with no updates this week
Support
New
- We have released Dynamic filters on Lookup relationships in Tickets. This feature helps customers contextualize their ticketing experience and surface business data specific to the Requester or the Organization. For more details, check out the announcement.
- Released redesign conversation log with productivity features, beta here
- Announced Enhanced SLA admin center capabilities, including the ability to set targets in seconds. Learn more
Fixed
- Fixed a bug that caused some organization subscription emails to be transmitted in French
App Marketplace
New
- Requester Alert! (Support) (paid)
- Requester Alert! is a powerful yet intuitive Zendesk app designed to enhance customer support experiences by providing timely and relevant alerts to agents as they navigate through tickets. This tool focuses on the critical aspects of ticket requesters, such as notes, tags, organization details, and CCed users, ensuring that agents are well-informed and prepared to offer personalized and efficient support.
- AI Ticket Intention by Knots (Support)
- AI Ticket Intention by Knots boosts your ticket management with artificial intelligence. By eliminating the need for manual training of previous tickets in Zendesk, AI Ticket Intention by Knots employs advanced algorithms to comprehend and classify customer inquiries before an agent opens the ticket. This significantly reduces the time required for manual classification by facilitating automatic intent detection. Artificial intelligence gives you valuable, actionable insights that you can use via analytics to enhance product and service offerings.
- WhatsApp Conversation Ticket by Respira (Support) (Sell)
- Brands Flow (Support) (paid)
- Brands Flow enables you to easily customize the workspace for your tickets, reducing the lists of groups and brands to only those that are relevant to your agents. Ideal for companies with multiple brands under a single Zendesk instance. Display only the brands that your agent can access according to the groups added to their profiles. Display groups according to the brand selected in the ticket, reducing human error when reassigning the ticket
- PDF Editor Pro (Support) (paid)
- PDF Editor Pro lets you easily edit PDFs in a popup, new tab, or download them. When you first start using PDF Editor Pro, you'll notice that you can easily see all of the current conversation's PDFs in the sidebar. Your files can open in a window so you can edit them without downloading them to your local computer or even leaving your agent view.
- Azure DevOps by IdentifYou (Support) (paid)
- Azure DevOps by IdentifYou empowers agents within their Zendesk interface to seamlessly execute various actions, such as creating work items, linking them, notifying linked work items, and viewing and adding logs directly in Azure DevOps.
- Export Everything (Support) (paid)
- Export Everything is dedicated to providing innovative solutions that streamline your workflow and enhance productivity. This integration offers a seamless experience, allowing you to export data effortlessly and manage your information efficiently. Using this app, you can export tickets, organizations, comments, users, custom fields, and attachments with ease using a comprehensive export feature. Choose from various predefined export formats such as CSV, XML, and JSON.
- Netomi Agent Assist (Support)
- Netomi Agent Assist is a generative AI-powered virtual agent. Netomi Agent Assist acts as a workforce multiplier, supporting the complete agent journey by elevating efficiency and effectiveness. effortlessly integrates into your workforce. This tool provides agents with instant, contextually relevant case information, allowing for swift and accurate customer responses. Provide quick, brand-safe responses, enhancing agent productivity and customer satisfaction and improving key metrics like response rates and handling times. Agent Assist equips agents with smart suggestions, conversation context, sentiment analysis, and deep data integration, reducing handling times.
Zendesk bots
Fixed
- Previously variables were not able to be used in the image or button aspects of the Send Message step, or the image aspect of the static Carousel step. This was inconsistent with other step types, so has been improved for consistency and to extend the range of use cases these steps can service. Learn more
Zendesk Explore
New
- The Dashboards library now includes information about dashboard views, schedules, and public links. See Viewing Explore dashboard information and activity.
- You can now add tab templates and clone tabs in the beta dashboard builder. See Adding tabs to a dashboard.
Guide and Gather
New
- Introducing an unsaved changes indicator in the action footer in the article editor
- Introducing the clean up styles button in the source code editor, which removes unnecessary styles
- Adding support for inline style attribute in content block source code
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.
Talk
Fixed
- Fixed a bug that caused the "Via Phone" option to appear greyed out in the call console, even with a valid phone number in the agent profile.
Products with no updates this week
- Admin Center
- Zendesk Chat and Messaging
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)
2 comments
Sally Anne Dishong
Can you provide more details about how this new Guide feature works? I am concerned that it may remove something that is needed for our customized theme. What is deemed as an "unnecessary style"?
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Elizabeth Williams
Hello Sally Anne Dishong - thanks for the feedback. I've updated the article that describes this functionality to clarify this statement. Specifically, the Clean up styles button does not affect CSS classes or theming, nor does it affect inline styles that are necessary for the article editor, such as font foreground and background and table cell heights and widths. For more information, see Editing the source code of help center articles.
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