See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Support
- Guide and machine learning
- Chat and messaging
- Mobile SDKs
- App Marketplace
- Products with no updates this week
Support
New
-
Update to the Ticket Tags page within the Admin Center. This redesign introduces native Garden components for a more integrated and user-friendly interface and enhanced performance. The new design elevates the overall look and feel of the page, significantly improves readability, and resolves previous issues with page loading times for a more efficient and streamlined experience for admins. See Managing ticket tags.
Fixed
-
Improvements to help ensure that SLA metrics end when a ticket is Closed, and to better handle race conditions.
Guide and machine learning
New
- Intelligent triage: Entertainment and gaming pre-trained intents for intelligent triage and AI agents
- Knowledge management: Enhancements to the article header bar
Chat and Messaging
New
- Launch of Device Metadata in the agent Workspace.
Agents will now be able to view device metadata in the context panel, during a live support interaction with their customers, thus eliminating the inefficiency of gathering this information, and spend time actually resolving the issue. - Launch of Conversation extensions are custom interactive interfaces that overlay the conversation display.
They are designed to enrich conversations by enabling more than just simple question-and-answer interactions. Integrators have the ability to build custom web extensions and inject them into the conversation flow which enables users to interact with the content to carry out more advanced capabilities, for example: bookings, purchases, request refunds, or fill in a custom Customer Satisfaction (CSAT) survey, all within the confines of the ongoing conversation, eliminating the need to navigate away or being transferred to an agent.
Mobile SDKs
Zendesk SDKs v2.20.0 iOS
Fixed
- The background color of inbound image messages is corrected to match the color of other inbound messages.
- Fixed some issues to ensure all Help Center articles are opened in the article viewer in the SDK, rather than navigating end-users to a browser.
- Text form fields are fixed to not display the “this form is required” error until it is left blank.
Zendesk SDKs v2.20.0 Android
- Fixed some issues to ensure all Help Center articles are opened in the article viewer in the SDK, rather than navigating end-users to a browser.
- User inputs on an unsent form will be preserved after the user leaves the conversation screen and comes back.
- When end-users scroll up in a conversation and send a message, the view will automatically scroll to the bottom of the conversation showing the message sent.
- Fix added to ensure metadata still populates correctly during unstable network conditions.
Zendesk SDKs v2.19.2 iOS
Fixed
- Some missing keys were added to the privacy manifest as required by Apple’s guidelines.
Note: This is the minimum SDK version that must be used to be compliant with Apple's privacy manifest requirements.
Zendesk SDKs v2.19.1 iOS
New
- A new privacy manifest file is created in line with Apple’s guidelines.
Note: This is the minimum SDK version that must be used to be compliant with Apple's privacy manifest requirements.
App Marketplace
New:
- My AskAI (Messaging)
My AskAI is the easy-to-setup and affordable AI customer support chatbot for Zendesk Messaging that you've been looking for. Available 24/7 to answer your customers’ questions, it knows everything about your business, will bring your response times down and your customer satisfaction scores and retention up. Once you've created your AI chatbot within My AskAI and trained it on your existing help docs, you can add it your Zendesk Messaging web widget. Then it will act as your 1st line of support — answering up to 75% of your customer's questions. - Atlassian Jira by Saasly (Support) (paid)
Atlassian Jira by Sassly streamlines ticket management by enabling agents to perform various actions without leaving Zendesk. This includes creating new JIRA issues, linking existing ones, and notifying linked issues. - Stylo Solve (Support)
Stylo Solve is AI in Zendesk that reads and understands every customer interaction to identify problems and their answers. With the power of ChatGPT and proprietary machine-learning models, Stylo writes and sends replies to dramatically reduce the time spent on tickets. - OAPPS Comments for TikTok (Support) (paid)
OAPPS Comments for TikTok connects to your TikTok accounts and pulls your video comments as tickets. Scan your videos for comments and automatically create tickets from new comments. - HubSpot CRM Connect PRO by Saasly (Support)
HubSpot CRM Connect PRO by Saasly adds support ticket activity from Zendesk to HubSpot's CRM timeline. Establish connections between Zendesk ticket requesters and new HubSpot contacts. Implement CRUD operations within the deals and engagement process. Enable real-time updates for instances upon changes in HubSpot and more. - Ariglad (Support)
Ariglad is an AI tool that auto creates and updates your knowledge base by analyzing support tickets. When you add the Ariglad app to Zendesk, it gets right to work scanning your customer support tickets to pinpoint where your knowledge base might need a little refresh. Not only does Ariglad suggest edits to existing articles, but it also identifies gaps where new articles could be helpful. If it finds an opportunity for a new article, Ariglad doesn’t just stop at a suggestion—it goes ahead and drafts the entire article for you. This way, your Zendesk knowledge base stays up-to-date and thorough, making sure your team has all the insights they need to offer top-notch support. - Google Reviews & Questions by Saasly (Support)
Google Reviews & Questions by Saasly helps you manage Google Maps reviews and Q&A on your Google My Business listings. Seamlessly integrate all customer reviews and inquiries from Google into your Zendesk Portal. Respond promptly to their feedback and questions, boosting customer satisfaction ratings for your business. - Exxo 128 (Theme)
Exxo 128 is a sleek and modern Zendesk theme tailored for various business sectors, with a particular focus on finance and financial institutions. It's ideal for organizations such as banks, credit unions, insurance companies, and other financial service providers that need to share information on banking products, account management, and financial planning. The theme features a minimalist design and customizable pages, ensuring a smooth and cohesive experience across all devices. - Blip por White Wall (Support)
Blip por White Wall allows you to manage contacts and conversations from your human customer service bot directly through Zendesk. This integration turns each new customer interaction into a Zendesk ticket, enabling real-time conversations and a more agile and integrated customer support experience. Automate your support workflows and keep all customer interactions centralized on a single platform. Send active messages through Zendesk using Blip. - Export Pro (Support)
Export Pro helps you export tickets, organizations, comments, users, custom fields, and attachments with ease. Choose from a variety of predefined export formats such as CSV, XML, and JSON.
Products with no updates this week
- Zendesk AI
- Zendesk AI Agenters (formerly bots)
- Admin Center
- Zendesk Explore
- Zendesk Sell
- Sunshine Conversations
- Zendesk Talk
- Web Widget (Classic & Messaging)
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