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Check out what's new in the last month:

  • Support
  • Guide
  • Explore
  • AI agents (formerly Zendesk bots)
  • Zendesk WFM
  • Suite
  • Admin Center
  • Security

Also don't miss:

  • Zendesk early access programs
  • What's New quarterly webinar

Support

  • Logic change for the Public by default setting. For tickets that have internal notes only, the composer will automatically default to internal notes, even if the Public by default setting is turned on. See Changing the default privacy of ticket comments.

  • From the Support search menu, filter by content record type and view suggested results. As you enter search query text, the menu suggests results based on the text and allows you to filter the results by tickets, users, articles, organizations, and side conversations. See Searching Zendesk Support data.
  • Allow the original group and assignee to be copied on follow-up tickets. By default, they aren't copied. See Allowing original group and assignee on follow-up tickets.
  • Dark mode in the Support mobile app on both iOS and Android. After activating the new agent experience, you can change your app's theme from light to dark or your device's default theme. See Installing and configuring the Zendesk Support mobile app.
    iOS Android

Guide

  • Redesigned article editor header bar simplifies access to frequently-used actions. Specifically, the following functionality has moved from article settings to the redesigned header bar:

    • Verification status and changes
    • Article assignment
    • Information about when the article was created and updated

    In addition, information about scheduled publishing was also moved from its previous location in the article sidebar to the new article header.

Explore

  • Dashboard restrictions now support all default and custom historical attributes. These additional attributes are static, meaning they don’t dynamically change a dashboard’s data based on the viewer. This change gives you greater flexibility in creating dashboards that are tailored for your teams and require less administrative overhead. See Dynamically adapting dashboard data based on viewer.
  • A new live omnichannel custom queues reporting component lets you create a dashboard that displays live data on how work is being routed through your custom queues. This gives you an instant overview of your queues, helping you understand the volume of work awaiting available agents and the average time work items spend in each queue. See Explore recipe: Reporting on custom omnichannel queue performance.
  • On August 13, 2024, incorrectly configured Explore formulas of standard calculated metrics and attributes will no longer return any results unless they are corrected by users. If your account has calculation formulas that are incorrectly configured, you will now see reports and dashboards listed in the new Updates required category in your reports and dashboard libraries. See Troubleshooting errors in Explore formulas.
  • The Generative AI agent tools dataset and its associated prebuilt dashboard let admins drill into agent use of generative AI agent ticket tools (including summarize, expand, and tone shift). Using this information, admins can correlate the impact of these tools on common metrics such as resolution time, CSAT, requester wait time, and more. See Metrics and attributes for Zendesk AI and Analyzing your agents’ use of generative AI.

AI agents (formerly Zendesk bots)

  • API support in bot builder's Present options step lets admins dynamically populate quick replies with up to 10 options sourced from data collected in the Make API call step. See Understanding answer step types: Present options.

  • The ticketing interface now has carousel and quick reply options. Agents can view these elements as they're seen by customers in bot conversations. See Receiving and sending messages in the Zendesk Agent Workspace.

Zendesk WFM

  • Create auto approval rules for agents' time off requests. By creating rules to automatically approve agents' time off requests, you can save time by not having to manually approve every request. See Creating time off auto approval rules.

Suite

  • Pre-trained intents are supported for the entertainment and gaming industry. These intents can be used with intelligent triage and AI agents (formerly bots), offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more. See About intelligent triage and Overview of AI agents. 

Admin Center

  • Instantly buy more storage directly from the storage usage dashboard in Admin Center when you are near or over your data storage limit. You don't have to open the Subscription page to make the purchase. You must have an eligible sales-assisted or self-service account to instantly buy more storage.  See Instantly buying more storage.

Security

  • Customers with the Advanced Data Privacy and Protection add-on can use more conditions for deleting tickets. Tickets can now be deleted by last updated, brand, form, type, requester, organization, tags, and custom fields. See Creating multiple ticket deletion schedules for advanced data retention policies.
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