See our What's New for an overview of what was released in the last month.
This week's release notes include:
Guide and machine learning
New
- Intelligent Triage: Zendesk has improved the coverage of the Zendesk Intent Model by adding new intents requested by our customers through the Custom intents: Request new intent feature.
Fixed
- Consolidated macro pages: Customers who use manual ordering for macros are now able to see the new consolidated macro pages UI
- Guide editor: Updated the translation API to behave in the same way it does in the UI.
AI Agents (formerly bots)
New
- [Conversation bots]: Fixed an issue with automated resolutions where conversations are incorrectly marked as resolved.
Talk
New
-
Call transcription and summarization on tickets (GA)
Customers subscribed to Zendesk Advanced AI can automatically transcribe and summarize voice call recordings on tickets. This feature can free agents from manually writing call notes during and after a call. Instead, they can focus directly on solving customer problems and move efficiently from call to call. More info can be found here.
Explore
New
- New dashboard for monitoring live performance by channel. A new live, prebuilt dashboard helps you browse the performance of all your channels in real time. See Overview of the Explore live performance data by channel dashboard.
- New dashboard for monitoring omnichannel routing custom queues. A new live, prebuilt dashboard lets you monitor the performance of your omnichannel routing custom queues in real time. See Overview of the omnichannel routing queues live monitoring dashboard.
- Expanded permissions for changing agent status. In addition to admins, other users with the appropriate permissions can change the status of agents in Explore. See Changing agent status.
App Marketplace
New
- OpsHub Migration Manager (Support)
- OpsHub Migration Manager is an agile, non-disruptive tool modernization with an enterprise-grade migration tool. Migrate seamlessly without system outages, data inconsistencies, or compliance issues. Migrate with history, comments, relationships, and attachments. Migrate in smaller, manageable chunks rather than all at once. Gradually move your data, applications, or processes from old systems to new ones, minimizing risk and disruption.
- SwiftCX AI Copilot with ChatGPT (Support)
- SwiftCX Ai Copilot with ChatGPT leverages the power of generative AI to help make it easy for agents to deliver amazing customer experiences. By combining industry-leading generative AI models, such as ChatGPT, with their proprietary AI models, SwiftCX helps agents increase efficiency and quality hassle-free. Ensure the right ticket goes to the right agent using our intent and sentiment analysis. Give agents the correct information for their reply within a matter of clicks. Create detailed and accurate wrap-up notes within a few clicks and more.
- Restrict Attachments by File Type (Support) (paid)
- Restrict Attachments by File Type automatically restricts potentially harmful file types on Zendesk tickets. Automatically restrict files based on their extensions, customize the list of banned file types, and protect against common security threats like .exe and .zip files.
- Macro CCs (Support)
- Macro CCs make adding CCs to a ticket easy via macros. Follow the simple setup instructions to get started. Then, create your macros and start adding CCs quickly and easily.
- Access Logs (Support) (paid)
- Access Logs enable you to check the event log to see what an agent or admin has accessed in the current ticket. The access log serves as your record of both read and write events for the ticket. Obtain the Event Log for the watched ticket, get data in the UI that is only accessible via API by default, and filter, sort, and search through the displayed log.
- viaSocket (Support)
- viaSocket automates repetitive task processes across various business functions such as HR, Sales, Marketing, and Support tasks. It allows users to create workflows using drag-and-drop functionality, utilize AI for workflow creation and modification, and efficiently manage data using tables. Retrieve data from different apps using viaSocket and integrate it with over 6000 applications.
- Mixo 128 (Theme)
- Mixo 128 is a Zendesk theme crafted for effortless customization and branding. It features many built-in settings, enabling extensive theme personalization without any coding required.
Zendesk QA
-
New
Zendesk QA has expanded its language support. This update introduces additional languages to serve our diverse global users better. Here are the new languages now supported:
- Japanese
- French
- German
- Spanish
- Brazilian Portuguese
- English (United Kingdom)
- French (Canada)
This expansion is part of our ongoing efforts to enhance the user experience and accessibility of Zendesk QA. Stay tuned for more updates as we continue to broaden our language support later this year.
These new languages will be available only for the UI and will not impact the availability of Auto QA languages. Additionally, the Looker dashboard will not include these new languages yet but is expected to follow soon.
Products with no updates this week
- Support
- Mobile SDKs
- Chat and messaging
- Admin Center
2 comments
Flip Prior
Hi there - the ability to manually reorder macros has been removed for my access level in Zendesk and our admins have been able to restore that function. Can you please revert to what was possible before this update? Thank you.
0
Dainne Kiara Lucena-Laxamana
Hi Flip Prior
Not possible to revert the change. However, we can offer a workaround. You can utilize the old UI for the agents to do the reordering. This can be done by changing the text
macros
tomacros-v1
in the url. For example:However, I can offer a workaround - the customer can utilize the old UI for the agents to do the reordering. This can be done by changing the text
macros
tomacros-v1
in the url. For example:https://z3nadvocate111.zendesk.com/admin/workspaces/agent-workspace/macros?access=personal&active=true&page=1&per_page=100&sort_by=position&sort_order=asc&tab=macros
to
https://z3nadvocate111.zendesk.com/admin/workspaces/agent-workspace/macros-v1?access=personal&active=true&page=1&per_page=100&sort_by=position&sort_order=asc&tab=macros
It would look like this:
1