See our What's New for an overview of what was released in the last month.
This week's release notes include:
- App Marketplace
- Zendesk AI Agents (formerly Zendesk bots)
- Zendesk Chat and Messaging
- Zendesk Support
- Products with no updates this week
App Marketplace
New
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QuoteMachine (Support)
QuoteMachine lets you create custom quotes, order, and invoice directly on Zendesk tickets. Integrating QuoteMachine with Zendesk not only simplifies document creation and sales tracking, but also brings a whole suite of advanced sales tools to your fingertips. With access to a wide range of additional features, including scheduling appointments and managing subscriptions, QuoteMachine’s integration equips you with everything you need to take your customer experience to a whole new level. -
Preview Image Attachments (Support, paid)
Preview Image Attachments allows you to easily view image files in a pop-up with no file download required. Join a growing number of organizations that leverage this tool to open hundreds of heic, png, and jpeg files from their customers each month. You can open them directly within agent view, eliminating the need for downloads. With Preview Image Attachments, you'll immediately notice how you can seamlessly access all of the current conversation's image attachments in the sidebar. -
Download Recordings (Support, paid)
Download Recordings gives you access to hundreds of call recordings each month directly within your agent view, eliminating the need to scroll through an entire ticket. This makes it easy to reference past calls when troubleshooting customer's needs. -
Velocity (Theme)
Velocity is a great theme designed for your business, as it is both visually appealing and stacked with awesome features. Customize the design to match your business brand guidelines by setting the color scheme to match what your brand requires. This theme also provides commonly used typography. -
Progressive (Theme)
Progressive is a great looking and highly functional theme for your business. Customize the design to match your business brand guidelines by setting any color scheme your brand requires. This theme also comes with commonly used typography. -
Oscar (Theme)
Oscar is a clean layout theme offering features such as a customizable page layout, an easily customizable homepage, image boxes, video boxes, and custom header and footer links. This theme gets you off to a fantastic start with six (or more) image boxes that can be linked to external pages, as well as customizable header and footer links. -
Alfie (Theme)
Alfie has a clean and modern layout and comes with all the necessary features to bring your help center vision to life. You can translate the components of this theme into any language using the Zendesk Dynamic Content features. -
Cypress (Theme)
Cypress is crafted with a focus on specialists who may not have programming skills and cannot hire contractors. Special attention has been given to the settings in terms of their available options, practicality, clarity, and ease of use. These settings are sufficient for 90% of companies looking to brand and personalize their help center. -
WayWar (Theme)
WayWar is a versatile Zendesk help center template that empowers your business to create a captivating FAQ that drives self-service. -
Nexo 128 (Theme)
Nexo 128 offers a modern and polished Zendesk theme, designed specifically for professional purposes. With its sleek, clean and simple design and customizable pages, it guarantees smooth performance on all devices, catering perfectly to various industries. Enjoy the blend of simplicity with your brand's individual flair. -
Undo Ticket Submit (Support, paid)
Undo Ticket Submit prevents ticket submission and allows an agent to pause before submitting the ticket in Zendesk. Agents can avoid mistakes by reviewing tickets one last time before submitting them.
Zendesk AI Agents (formerly Zendesk bots)
New
This week brings the following three updates for using variables with AI agents. For more details, see the announcement.
- There is a new Set variable step type to set variables throughout a bot conversation.
- Variables are now global, so you can insert one answer while remaining available in other answers (including when a user navigates between answers using Link to another answer).
- To power agent routing and provide agent context, you can now set variables as tags in the Transfer to agent step type.
Zendesk Chat and Messaging
Fixed
- Previously, when a social visitor sent a message to an offline account, two tickets were created, which was not consistent behavior. Therefore, the team have updated the logic to create only one ticket from the initial via type.
Zendesk Support
New
- Admins can now delete custom ticket statuses. Previously, custom ticket statuses could only be deactivated. See Managing ticket statuses.
Fixed
- Previously Custom Objects and Field keys weren't reusable after the object or field was deleted. We have removed that restriction, allowing customers to reuse keys after the object or key is deleted.
Products with no updates this week
- Zendesk AI
- Admin Center
- Zendesk Explore
- Zendesk Gather
- Zendesk Guide
- Machine learning
- Mobile SDKs
- Zendesk Sell
- Sunshine Conversations
- Zendesk Support
- Zendesk Talk
- Web Widget (Classic & Messaging)
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