See our What's New for an overview of what was released in the last month.
This week's release notes include:
AI and Guide
New
Intelligent Triage:
- The sentiment model was updated to become more accurate in detecting positive and negative sentiments, and to expand the number of supported languages to 29.
- The intent model was updated to expand the number of supported languages to 29.
- The Custom Intent: Request new intent (beta) feature was launched and is gradually being made available over the next four weeks for all customers that have Intents in Intelligent Triage enabled.
Macro suggestions:
- We launched support for more languages, including German, Japanese, Portuguese, and French.
App Marketplace
New
-
WM CPT(Support)
WM CPT utilizes your Zendesk ticket to create productive tasks using Productive API. The functionalities include creating tasks, assigning tasks to team members, and updating for example, the Zendesk title, priority, due date, or adding a comment. It also allows you to create productive budgets and services. -
Messaging Automation by Ultimate (Support)
Messaging Automation by Ultimate uses Zendesk messaging to support your customers wherever and whenever they prefer. Ultimate’s headless automation solution accommodates integration with Sunshine Conversations, to manage all of your channels in one place. Provide your customers with superior support 24/7, wherever and whenever they need it, on their preferred channel – from chat to email, to messaging apps such as WhatsApp or Telegram. You can manage all brands and channels in one place to maximize efficiency while maintaining a personal touch. Stay at the forefront of CX with a watertight omnichannel strategy that balances efficiency with customer satisfaction through lower handling times, higher personalization, and near limitless UX possibilities. -
Condicionais Avançadas (Support)
Condicionais Avançadas helps you reduce the time it takes to complete ticket fields by reducing errors made by your agents when filling out tickets. Hide non-relevant ticket fields, set fields to read-only, automatically fill fields with specific values, and more by setting individual field rules. -
LiveX AI Assist (Support)
LiveX AI Assist leverages AI to provide agents with deep insights, streamline their workflow, and elevate customer satisfaction. This powerful tool seamlessly integrates with Zendesk, making it easy for teams to optimize interactions, learn from each call, and manage costs effectively. By enhancing agent productivity and ensuring a more personalized customer service, LiveX AI empowers businesses to not only meet, but exceed, modern customer expectations.
Zendesk Support
New- We added new endpoints to the Resource Management APIs for Zendesk Integration Services (ZIS) to make it easier for you to create integrations.
- New public APIs were also added to merge an organization with another organization, see the Zendesk developer documentation for more details.
- We removed the restriction that Custom Objects and Field keys weren't reusable even after the object or field was deleted. Customers can now reuse keys after the object or key is deleted.
Zendesk Talk
Fixed
- We fixed a bug that caused some calls initiated from the ticket to create a new ticket instead of updating the old ticket.
- We fixed a bug that was blocking the purchase of UK numbers if a business verification was not provided.
- We fixed a bug about Talk entitlement management.
Products with no updates this week
- Admin Center
- Zendesk bots
- Zendesk Chat and Messaging
- Zendesk Explore
- Zendesk Gather
- Machine Learning
- Mobile SDKs
- Sell
- Sunshine Conversations
- Web Widget (Classic & Messaging)
0 comments