See our What's New for an overview of what was released in the last month.
This week's release notes include:
Support
New
- Sign up for the Modernized Conversational Experience beta here
App Marketplace
New
- Smart IFrame (Support)
- Smart iFrame lets you embed useful tools for your support representatives directly into the Zendesk Agent Workspace. Specify the URL of the website to embed and the height of the window, and the next time you open up a ticket, you'll have access to the Smart iFrame app, which will contain an embedded iFrame.
- Download All Attachments by Blue Canary (Support) (paid)
- Download All Attachments by Blue Canary allows you to download all attachments in a ticket with the click of a button from the sidebar in Zendesk Support.
- Lucida (Theme)
- Lucida is designed with creativity in mind and ensures a seamless and enjoyable user experience. Its clean and stunning design catches the eye while maintaining a user-friendly interface. Its focus is on providing top-notch items and services to our customers. Investing in Lucida guarantees a great return. Importing a demo is effortless; you can easily add your own content and publish your Help Center in just minutes.
- Translation Pilot (Support)
- Translation Pilot lets you easily respond to tickets in almost every language. It is seamlessly integrated into Zendesk Support and improves your agents' productivity. Have your agent write their responses in their native language. Then hit the translation button, and it will be instantly translated into the customers' language. Translation Pilot automatically creates comments for the original messages before translating them, so it stays as a reference.
- Ooma Enterprise for Support (Support)
- Ooma Enterprise for Support is a business phone service that helps business owners communicate with their employees and customers from anywhere with seamless continuity. Ooma Enterprise integration for Zendesk Support provides an embedded CTI client, allowing users to manage and streamline their communications – all from within the Zendesk UI. Ooma Enterprise can be used as a CTI client in conjunction with your existing desk phone, providing details of calls you are on.
- Ooma Office for Support (Support)
- Ooma Office for Support is a business phone service that helps business owners communicate with their employees and customers from anywhere with seamless continuity. Ooma Office integration for Zendesk Support provides an embedded CTI client, allowing users to manage and streamline their communications – all from within the Zendesk UI. Ooma Office can be used as a CTI client in conjunction with your existing desk phone, providing details of the calls you are on.
- RingCX (Support)
- RingCX provides seamless integration between Zendesk and your RingCX contact center to provide a single pane of glass agent experience. Handle inbound voice calls, live chat interactions, and more directly from your account within Zendesk. Give your agents a complete view of the customer journey so they can serve customers better. Quickly identify customers for personalized experiences. Easily create new tickets or update existing ones for faster after-contact work.
Mobile SDKs
Zendesk SDKs: 2.19.0 iOS
New
- Users can now open articles from the help center directly within the application using the Article Viewer that sits on top of the conversation view.
- Users can now open a Conversation Extension in the application to enhance interactive experiences atop the conversation view.
- Messages generated by AI are displayed with a disclaimer at the bottom of that respective message.
- The message composer now has a placeholder when no text is present.
- Improved the voiceover announcements for received messages. The message content is now read aloud.
- Enhanced the accessibility focus on the conversation screen. With voiceover activated, moving a finger across the screen will focus on the corresponding element.
- Improved voiceover focus for image messages, allowing these to be selectable and read.
- The color of the attachment button, drop-down chevron, message composer text, carousel action button, and form field focus border has been updated to reflect the proper theme.
Fixed
- Resolved a crash issue arising when the end-user authentication token (JWT) lacked optional client information.
- Corrected instances of incorrect message timestamps in the conversation view when the device's time zone is manually changed.
- Addressed issues of messages displaying out of order when the device time is manually changed.
Zendesk SDKs: 2.19.0 Android
New
- Users can now open articles from the help center directly within the application using the Article Viewer that sits on top of the conversation view.
- Users can now open a Conversation Extension in the application to enhance interactive experiences atop the conversation view.
- Messages generated by AI are displayed with a disclaimer at the bottom of that respective message.
- Improved color management for the retry button through technical upgrades.
Fixed
- Fixed an issue where authenticated sessions incorrectly reverted to Zendesk bot after agent handover.
- Resolved the UI flicker issue related to the Typing Indicator and Message Divider.
- Fixed an issue where sending a Text-type message with actions but no text to a conversation caused the avatar, receipt, and label not to render. This behavior now applies to only Quick Reply actions.
- Fixed an issue where the SDK would crash when no clients were available on the device, affecting actions such as clicking on email addresses or URLs, opening documents, audio and video files, and accessing the camera.
- Fixed an issue where the last message in the conversation list screen appears empty when a user receives a message with actions but no text.
- Fixed a bug where tapping on failed messages incorrectly opened other apps instead of resending the failed phone, email, and web URL messages.
- Fixed a bug that caused file attachments to duplicate in conversation due to reconnection issues. This resulted in messages with different IDs and states.
- Resolved a crash issue arising when the end-user authentication token (JWT) lacked optional client information.
Products with no updates this week
- Admin Center
- Zendesk Chat and Messaging
- Zendesk Bots
- Zendesk Talk
- Zendesk Explore
- Guide and Gather
- Machine Learning
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)
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