See our What's New for an overview of what was released in the last month.

This week's release notes include:

  • Zendesk QA
  • Explore
  • AI Agents (formerly bots)
  • Talk
  • App Marketplace
  • Products with no updates this week

Zendesk QA

New

  • Announcing quality assurance (QA) for AI agents—We are introducing QA for AI agents, giving ways to cover 100% of interactions for Zendesk AI agents (native + Ultimate), manually or automatically reviewing AI agents, and gaining insights into key areas for AI agent performance.

Explore

Updated

  • In the classic report builder, when you add a report to a dashboard from within the report and select:
    • a new dashboard option; the dashboard is now created using the beta dashboard builder.
    • an existing dashboard option; dashboards that were created with the beta dashboard builder are now listed.
  • In the beta dashboard builder, when you click a report to see its details, clicking the More options button takes you to the report builder to edit the report. That button is now called Edit in report builder to make its behavior clearer. Additionally, when you click Edit in report builder and edit the report, you can now decide whether to be redirected back to the dashboard or to stay on the report when you click Save. See Opening a report for editing.
  • Two years ago, the term “query” was replaced with “report” in Explore URLs. An automatic redirect was previously in place to convert legacy URLs with “query” into new URLs with “report.” This redirect has now been retired. If you bookmarked a report with “query” in the URL, it will no longer work. To fix this issue, replace “query” with “report” in the URL. For example: 
    https://your_subdomain.zendesk.com/explore#/pivot-table/connection/968115/report/189210462
    See Why are my bookmarks and links to reports not loading?

AI Agents (formerly bots)

New

  • [Conversation bots]: Expanded range of logic operators available in the branch by condition step to include additional string operators and new number operators. Learn more
  • [Autoreply bots on email and webform] Tickets that have resulted in an automated resolution will include a new tag ai_agent_automated_resolution

Talk

New

  • The default Zendesk English-language greetings are being updated to mention that in addition to calls being recorded, they may also be transcribed into text. For customers who use the default Zendesk English-language greetings, the updated greeting messages will take effect in the week starting June 24, 2024. This update will have no impact on customers who use custom greetings as part of their call flow.

Fixed

  • Fixed a bug with the call transcription and summarisation EAP where multiple call transcripts and summaries were generated for calls where agents placed end-users on hold.

App Marketplace

New:
  • Clone System Fields (Support)
    • Clone System Fields allows you to quickly and accurately duplicate Zendesk system fields that cannot be cloned from the native clone tool in Zendesk fields.  By cloning system fields, you can maintain consistency in your data while tailoring fields to meet specific needs. This functionality can help streamline your workflows, enhance data organization, and improve overall efficiency in managing your Zendesk environment.
  • ZIS Hub from Saassle (Support) (paid)
    • ZIS Hub from Saassle provides a single location to manage all the Zendesk Integration Services within your account. Currently, Zendesk Integration Services can only be managed via APIs, usually via Postman or Curl. The ZIS Hub app instead provides a simple user interface to manage common ZIS tasks such as:
  • NinjaOne (Support)
    • NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity while reducing risk and IT costs. NinjaOne's Zendesk app provides a real-time connection between Zendesk and NinjaOne, allowing you to search for devices in NinjaOne and assign them to Zendesk tickets.
  • Agent Copilot from UpBrains AI (Support)
    • Agent Copilot from UpBrains AI unleashes the power of AI to streamline your ticket processing workflows and assist in intelligent response generation for tickets using your prior responses, information in your resources, and knowledge bases. Empower your team to do more through the power of UpBrains AI Copilot while spending less time! 

Products with no updates this week

  • Support
  • Chat and messaging
  • Mobile SDKs
  • Guide and machine learning
  • Admin Center
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