See our What's New for an overview of what was released in the last month.
This week's release notes include:
Support
New
You can now customize and apply SLAs in more situations, such as agent-created tickets, tickets with internal notes, and tickets from light agents. You'll have more control and flexibility over SLA metrics so that you can measure what's relevant to your business. See Customizing your SLAs with advanced settings.
Talk
Fixed
- We've fixed a bug that caused different search results counts to be shown on the call console than on the search page.
Explore
New
- The beta dashboard builder now allows users to save and load filtered views, also known as bookmarks. See this announcement for details.
Guide and machine learning
New
-
We've added new generative AI features for agents in the Agent Workspace (summary, expand, tone change.) See Announcing Enhanced Generative AI Features in Agent Workspace with ChatGPT 4o.
Chat and messaging
Fixed
- A missed chat ticket was created when a social visitor sent a message to an offline account. This was happening periodically but has since been fixed.
AI agents (formerly bots)
New
-
- Conversation bots can now be deployed in 8 additional languages across messaging and non-messaging channels.
- Article retrieval features, including generative replies and article recommendations with conversation bots and autoreplies with articles on email are now enabled in 15 additional languages.
See the announcement for more details
- Automated resolution calculation has been refined for better accuracy. You might notice temporary fluctuations in usage reporting as a result.
- Extended conversation bots insights dashboard reporting range from 7 days to 30 days.
App Marketplace
New
- Omneo (Support)
- Omneo is an omnichannel Clienteling, Loyalty and CX platform that allows retailers to create and use customer data in stores and online that primarily helps customers shop more and more often. The Omneo Zendesk integrations enable Omneo clients to quickly access and edit customer profiles and loyalty data directly within the Zendesk agent interface, ensuring any changes are instantly synchronized back to the brand's entire CX ecosystem.
- ClientZen (Support)
- ClientZen automates feedback analysis and gives you accurate insights and instant answers with Mantra AI and real-time monitoring. Features include items like smart tagging applied automatically to every feedback (tickets, reviews, calls & more), accurate insights (contact reasons, recurring issues, main questions, and top feature requests), real-time monitoring, and quick answers on specific customer experience topics with Mantra AI
- Organization Views (Support) (paid)
- Organization Views empowers Zendesk customers to efficiently manage and visualize their organizations. With this app, you can effortlessly create customized views of your organizations by filtering through various organization details and custom fields.
- Laxo 128 (Theme)
- Laxo 128 is a standout Zendesk theme, presenting a sleek and professional design packed with numerous features. It offers a range of customizable blocks and call-to-action elements, all easily brandable and adjustable without the need for coding.
- Sentiment Workflow Assistant (Support)
- Sentiment Workflow Assistant integrates seamlessly with your existing support system to provide real-time analysis and actionable insights. Designed to enhance the capabilities of the support agents, this app allows for the creation and utilization of sophisticated workflows tailored to various use cases. Easily design workflows to handle specific tasks such as checking customer orders, verifying item return policies, and fetching relevant data.
- Cobrowse for Support by Blitzz (Support) (Chat)
- Cobrowse for Support/Chat by Blitzz helps you provide Remote Support to your customers using features like Cobrowse, Screenshare and Live Video integrated directly within apps you already use. Blitzz Cobrowse for Zendesk integrates right inside your Zendesk interface and allows you to instantly see what your customers see on your website or Mobile App in real time and guide them if they need help filling out a form or completing an order.
- viaSocket (Sell)
- 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.
- LiveX AI Search (Support)
- LiveX AI Search transforms your Zendesk support with LiveX AI’s unique solution. Combining Gen-AI powered search with GPT-like AI chat, this integration offers seamless user experience, enhancing accuracy and interaction quality through intelligent conversational capabilities. Advanced AI analyzes user queries in real-time, providing highly relevant search results and personalized responses that adapt to the context of each interaction. The system continuously learns from user interactions to refine search accuracy and improve response quality, ensuring that the support provided evolves with user needs and preferences.
Products with no updates this week
- Mobile SDKs
- Admin Center
- Zendesk QA
1 comment
Rob Stack
Hi everyone. We've just updated these release notes with a new item for Support.
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