| Announced on | Rollout starts | Rollout ends |
| July 22, 2024 | June 22, 2024 | August 1st, 2024 |
Zendesk is excited to announce that we will enable all Sunshine Conversations (Sunco) channels in the Channel Name trigger.
This announcement contains the following topics:
- What is changing?
- Why is Zendesk making this change?
- What do I need to do?
- Where can I find more information?
What is changing?
We are enabling all channel types in the Channel Name trigger. Previously, only messaging channels were enabled, but now, we are expanding this functionality to include all Sunco channels. This means that any channel type managed through the Sunco dashboard or API, such as Twilio, will be available in the Channel Name trigger dimension.
For help with channel names, see Ticket trigger conditions and actions reference.
Why is Zendesk making this change?
This change is part of our ongoing efforts to enhance the flexibility and functionality of Zendesk's integration capabilities. By enabling all channel types in the Channel Name trigger, we aim to provide a more robust and comprehensive toolset for managing customer interactions across various platforms. This expansion will allow for better customization and improved workflow automation, ultimately enhancing the customer experience.
This will ultimately allow you to create workflows and triggers based on individual channels without needing brands, creating more robust automation for your agents and Zendesk workflows.
What do I need to do?
Nothing! All changes will be rolled out automatically to customers using Sunco integrations. Your existing workflows will seamlessly incorporate the new channel types without needing manual intervention.
Please note that some channels still require specific account settings to be in a particular state for them to appear in this list. These restrictions will remain in place. Additionally, there is no change to which channel types are visible in the Admin Centre; they will continue to be managed through the Sunco dashboard/API.
Where can I find more information?
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.