See our What's New for an overview of what was released in the last month.
This week's release notes include:
Support
New
- Audit logs are enhanced for SLA policies and now captures changes to metrics, conditions and the order of those policies.
AI agents (formerly bots)
Fixed
- Fixed an issue where bot conversations ending with a fallback message are incorrectly counted as an Automated Resolution.
- Fixed an issue with matching phrases to quick options presented. Exact match now takes priority over ambiguity when matching an end-user free-text message to options displayed by the bot.
Updated
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GPT-4o upgrade for generative bot features
The version of OpenAI that powers generative replies has been upgraded to GPT-4o. This has resolved two separate issues that occurred when using the previous GPT-4 version:
- Timeout issues, where the bot failed to return a generative reply due to latency exceeding timeout thresholds
- Token limit errors, where the bot failed to return a generative reply when long articles are sent to OpenAI that exceeded token limits
Talk
Updated
- The country code in the Talk console now matches the country of the selected outbound line, rather than defaulting to United States (+1) country code. Each time a user logs in or refreshes the page, the system remembers the last outbound line selected. This means that for customers with phone lines in different countries, the call console will always start with a country code that matches the last outbound line used by the agent. Better yet, customers with all their lines in a single country will never need to change the country code to make a local call going forward.
Explore
New
- A new DATE_FROM_ISO function was introduced. It allows converting string values that are in ISO timestamp format into timestamps. This enables using them in other time functions like DATE_DIFF or DATE_FORMAT. See Explore functions reference.
- The START_OF_MONTH and END_OF_MONTH functions now return the full timestamp that corresponds to the first or last day of the month. For example, if the input is 2024-05-20, then the start-of-month output will be 2024-05-01T00:00:00 and the end-of-month output will be 2020-05-31T23:59:59. See Explore functions reference.
App Marketplace
New:
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Monterey AI (Support)
- Monterey AI is your copilot for deriving valuable product insights, meticulously designed to assist enterprises in effortlessly aggregating, triaging, and analyzing user feedback collected from an extensive array of sources, including Zendesk! With the capability to handle data from numerous channels including support tickets, sales transcripts, customer surveys, and numerous other feedback mechanisms, Monterey AI ensures that businesses are equipped with a comprehensive and scalable solution for understanding customer needs and experiences. The tool empowers teams by providing them with the most accurate insights, enabling informed decision-making for resource allocation and product development prioritization.
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AI Ticket Redaction by Knots (Support)
- AI Ticket Redaction by Knots is designed to enhance data privacy within Zendesk by automatically removing sensitive information from ticket texts and attachments. The app allows users to configure redaction settings flexibly, enabling either broad or targeted removal of sensitive data, depending on the organization's specific needs. This includes personal information, confidential business details, or sensitive data.
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TeleWizard (Support)
- TeleWizard is an AI-driven call center solution that lets you launch a fully functional call center in minutes. Tailored to enhance Zendesk functionalities, TeleWizard integrates seamlessly to elevate your customer service with cutting-edge AI technology. Deploy AI agents that handle phone calls with the empathy and efficiency of human agents, operating 24/7 without downtimes. AI agents are custom-trained on your Zendesk Help Center articles and business website to provide informed and contextually relevant support.
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Omni Thanks GPT (Support)
- Omni Thanks GPT is your automated ticket resolution companion. Close "thanks" tickets effortlessly. Say goodbye to manual ticket triaging and hello to a smoother, more efficient support workflow.
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3CX Integration by OAPPS (Support)
- 3CX Integration by OAPPS connect your 3CX to Zendesk. The app uses most of the features provided by Zendesk CTI. Instantly creates and presents a ticket to an agent, call recordings are attached at the end of the call, the app searches existing end-user profiles using the caller ID, records missed calls, allows to place an outbound call to the requester or any other number, and provides inbound line/DID tagging.
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Featurebase (Support)
- Featurebase is a product feedback & changelog platform for fast-growing startups. Every time someone mentions a certain topic (e.g. a feature request or a reports a bug), you can open up the Featurebase tab in Zendesk to search for an existing post about the topic or create a brand new one. You can then subscribe the user to email updates about that specific issue along with other similar users. Once an issue has gathered enough interest in Featurebase, you can choose to implement that into your product. When released, just change the issue status from In Progress to Completed and an email will be automagically sent to all the subscribers at once. No need to update hundreds of users individually.
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Wrike Connector by Be-Simple (Support)
- Wrike Connector by Be-Simple helps you connect Write to Zendesk. With this connector, your support and product teams will always be on the same page when a development issue arises. Easily escalate a Zendesk Support ticket to a Wrike issue and share critical information between teams easily.
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TopCX.ai (Support)
- TopCX.ai is an innovative application integrated within the Zendesk Support, designed to enhance customer support experiences and optimize agent performance. Utilizing advanced generative AI, the app streamlines support processes, improves response accuracy, and provides valuable insights. The app comprises three primary modules: TopAgent Module, TopSmartResponse Module, and TopSurvey Module, along with an advanced analytics dashboard for support leaders.
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charles (Support)
- charles is a leading WhatsApp marketing platform made in Berlin. It's easy-to-use software enables businesses to drive new revenue, higher retention and innovative customer experiences by complementing existing marketing channels with the reach and richness of WhatsApp. Seamlessly create Zendesk tickets from a WhatsApp conversation and let your agents respond to them via the familiar Zendesk interface. Automatically collect detailed information such as order numbers and product photos via WhatsApp, ensuring faster and more accurate ticket resolutions and improving overall customer satisfaction.
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Foxo 128 (Theme)
- Foxo 128 is a sleek and modern Zendesk theme designed for various business sectors. It emphasizes Creative Design Services, Digital Strategy Solutions, and Technical Expertise, making it ideal for organizations seeking to provide top-tier support. The theme features a minimalist design and customizable pages, ensuring a visually stunning, strategically sound, and technically robust experience across all devices.
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Google Address Autocomplete for Zendesk Guide (Support) (paid)
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Google Address Autocomplete for Zendesk Guide integrate the power of Google Address Autocomplete to your Zendesk help center ticket forms to capture accurate and consistent address information each and every time. Produce clean data that can be used directly by your Zendesk agents, consumed by business-critical integrations, or extracted for analytics.
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Products with no updates this week
- Chat and messaging
- Zendesk AI
- Admin Center
- Zendesk Sell
- Sunshine Conversations
- Mobile SDK
- Web Widget (Classic & Messaging)
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