See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Chat and messaging
- Zendesk AI Agents (formerly bots)
- Zendesk Explore
- Zendesk Talk
- App Marketplace
- Products with no updates this week
Chat and messaging
New
- Auto accept phase 3 changes are live. With this change, auto accepting logic moves to backend to make our systems more reliable.
Zendesk AI Agents (formerly bots)
New
- Present options: API support: API data can now be used to dynamically populate the present options step. Previously the step could only be configured manually with static data.
Updated
- Carousel step selection UI: The step selection UI has been improved to make the choice between dynamically and manually configured steps clearer and consistent with other UI.
Zendesk Explore
Updated
- The CURRENT_WEEKDAY_NUMERIC function returns the current day of the week as a number. Previously, this function returned “7" for “Sunday”, but now it returns “0”. There are no changes for the other days of the week.
Zendesk Talk
Fixed
- Duplicate callback tickets are handled more accurately. An internal note is added to a ticket indicating that it is a duplicate callback.
- Improved the German language greeting to be easier to understand. There were some issues where customers reported it was inaudible.
App Marketplace
New:
- Sigma AI (Support)
- Sigma AI is a customer support automation platform for e-commerce brands. It leverages AI to help resolve 80% of the tickets automatically across multiple channels. With Sigma AI, brands like Dr.Brandt skincare, BugMD, Cleanomic, and Shameless Snacks have seen their response times improve by 90%, resolution times drop by 50%, and CSATs improve by at least 25%. Sigma AI works within platforms like Zendesk and can be used to implement custom workflows for your brand.
- Tulii Statuspage for Support (Support)
- Tulii Statuspage for Support helps businesses keep customers in the loop during downtime, build complete trust, and reduce support tickets, so your team can focus on the fix. Unlock the power of customer experiences with Zendesk integration, empowering support teams or agents with enhanced visibility into issues for more effective problem resolution. Provide support teams with superior visibility on issues for building lasting relationships through efficient issue resolution.
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Botsonic (Support)
- Botsonic is a state-of-the-art generative AI platform designed to revolutionize customer service through automation. The platform's primary objective is to enable the creation of AI agents that are capable of making autonomous decisions. These decisions are informed by a comprehensive knowledge base and various data sources that the AI is trained on. With its advanced capabilities, Botsonic aims to significantly reduce customer service costs by as much as 80% while maintaining or even improving the quality of service provided.
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Automated Alerting and Reporting by SwiftCX (Support) (Chat)
- Automated Alerting and Reporting by SwiftCX for Support and Chat gives your team superpowers to stay on top of all of your important data easily. Monitor important ticket or Talk activity, automatically, enable powerful reports from their catalog or create your own, and even connect your Slack and have all your alerts and reports distributed where you want it with ease.
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Trigger Manager (Support)
- Trigger Manager is a handy tool that lets you export all your Zendesk Support triggers to a CSV file. View your triggers, actions, conditions and more in CSV format.
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LiveX AI Reply (Support)
- LiveX AI Reply transforms Zendesk support by harnessing advanced AI to streamline workflow and deliver automated, personalized customer communications. With seamless Zendesk integration, this powerful tool provides automatic user email summaries and internal notes, generates high-quality email replies, and continuously learns from each interaction. By optimizing productivity and reducing costs, LiveX AI empowers businesses to exceed modern customer expectations with exceptional, efficient support.
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Oct8ne (Support)
- Oct8ne is an innovative visual chat tool (live chat, chatbot, and messaging) that is revolutionizing the way e-commerce interacts with its customers. With an intuitive interface, its visual support allows for real-time product or service showcasing and recommendations, offering personalized assistance both with human agents and through its chatbot, significantly boosting sales and customer satisfaction. Additionally, Oct8ne stands out for its integration with platforms like WhatsApp, Instagram, and Facebook, facilitating connection with customers through their preferred channels.
Products with no updates this week
- Support
- Guide and machine learning
- Zendesk AI
- Admin Center
- Zendesk Sell
- Sunshine Conversations
- Mobile SDK
- Web Widget (Classic & Messaging)
1 comment
Jennifer Rowe
We've updated this week's release notes to include a late change for Chat & Messaging.
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