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
- Knowledge creation: Announcing the new article editor with GenAI article summaries EAP
- Knowledge Management: Announcing the new article settings layout
- CSAT: Updated activation flow for EAP
Fixed
- Knowledge creation: Fixed an issue where it was not possible to resize inline images in the article editor
AI Agents (formerly bots)
New
- Admins can now create custom translation content for standard response and custom answer flow bot messages to override automatic translations.
-
Admins can now preview conversations in non-default languages using the test bot.
See the announcement for more details
Talk
Fixed
- Fixed a bug where a greeting in Polish would have an incorrect accent.
- A new error message indicates when a call cannot be placed because the number has not been verified.
Explore
New
-
Streamlined Explore admin settings pages. We’ve rolled out an update to the user experience of the Explore admin settings pages. This new experience streamlines the management of multiple settings, including dataset access, dashboard sharing, default chart colors, export settings, and start-of-week settings. As part of this update:
- We’ve removed the Dashboard email delivery section of the Explore admin settings pages. Moving forward, scheduled dashboard deliveries can be viewed directly from the Dashboards library.
- Only users with admin permissions in Explore can see the Settings icon and access the admin settings pages.
See Announcing updates to the Explore admin settings pages.
App Marketplace
New
- Search & Merge Tickets (Support) automatically finds and merges related Zendesk tickets, helping you keep your ticket queue organized and efficient. Search & Merge Tickets scans your existing Zendesk tickets based on criteria you set, like Requester, Subject, Order ID, or any other field. It then merges the newest ticket with the existing one, adding comments to both tickets to keep your team informed.
- Ticket Reviews (Support) (paid) allows agents to review potential issues, flag learning opportunities, or give positive feedback to a given user on a ticket. Each ticket can be reviewed one time for a single user. This user defaults to the ticket assignee but can be changed to another user if needed. Once rated, ratings can be viewed from the left nav app. You can view reviews for your currently signed-in user (reviews others have submitted for you), and if you are an admin, all reviews in the system.
- Torango.io (Support) is designed to streamline and enhance your help center operations by leveraging AI for bulk knowledge base operations. With Torango.io, you can effortlessly generate, revise, and publish articles, ensuring your customers always have access to accurate and up-to-date information. Torango.io transforms your notes, specs, or tickets into knowledge-base articles with OpenAI, allowing you to maintain a comprehensive and informative help center. The AI analyzes the content and context, generating articles that are both accurate and easy to understand.
- Return Rabbit turns returns into a delight for your shoppers, optimizing every step for exchanges to keep your revenue rolling. Automate returns for exchange, store credit, or refund with a branded portal Pre-paid labels and tracking for major carriers around the world Exchange for higher, same, and lower-priced products Proprietary exchange product recommendations and exchange incentives Actionable analytics & ROI-based reporting Integrating Return Rabbit with Zendesk seamlessly maps post-purchase, returns, and exchanges data to customer contact information.
- British English Comment Converter (Support) (Paid) gives you one-click conversion of US English comments to UK / AU / NZ English. This app simplifies the translation process by allowing agents to translate messages to UK English in just two clicks before sending them.
- Trustpilot Booster by Adelante (Support) transforms customer enthusiasm into five-star reviews on Trustpilot. Capture authentic, excited reviews with minimal effort on your part. Trustpilot Booster identifies when a customer sends your support agents an extremely satisfied thank you message. Then, it invites them to rate your business on Trustpilot. That way, your company can get the credit it deserves whenever you have a satisfied customer.
Products with no updates this week
- Support
- Mobile SDKs
- Chat and messaging
- Admin Center
- Zendesk QA
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