See our What's New for an overview of what was released in the last month.
This week's release notes include:
Explore
New
- The Achieved SLA metrics were updated in the SLAs and Group SLAs datasets to ensure that they provide more accurate results. Here is the full list of the updated metrics:
- Achieved SLA tickets
- Achieved SLA policies
- Achieved group SLA tickets
- Achieved group SLA policies.
If you use one of these metrics in your custom dashboards, republish them. For the full list of the SLA metrics and their formulas, see Metrics and attributes for Zendesk Support.
Mobile SDKs v2.23.0
iOS
Added
- Ability to switch between different instances of the Zendesk SDK within the same mobile app. (This is a significant capability for customers with multiple brands or multiple territories within a single app.)
- Support for different Conversation Extension sizes.
Android
Added
- Ability to switch between different instances of the Zendesk SDK within the same mobile app. (This is a significant capability for customers with multiple brands or multiple territories within a single app.)
- Added Android 15 Support. The SDK is now completely compatible with Android 15, aligning with the recent updates and functionality provided by Google.
- Support for different Conversation Extension sizes.
App Marketplace
New
- RunLLM (Support)
- RunLLM provides high-quality answers to save you time and accelerate customer application. With RunLLM's Zendesk app, you can auto-generate responses to customer tickets with the click of a button, and you can refine responses using the app's chat mode. Use the ticket's history and latest message to guide its answers and allow your team to chat with the assistant to refine responses.
- Xavi (Theme)
- Xavi has a clean and modern layout and comes with all the necessary features to help you bring your help center vision to life. This theme gets you off to a fantastic start with six (or more) image boxes that can be linked to external pages and customizable header and footer links.
- Calisto (Theme)
- Calisto is a creative Zendesk theme designed for technology, photographers, designers, developers, creatives, artists, etc. The theme is built with the most advanced builder (Settings option). The theme helps you to introduce yourself to visitors in a professional way, to showcase your work, and to display your services and different types of content.
- Innocalls Soft Phone (Support)
- Innocalls Soft Phone seamlessly integrates with Zendesk, providing a comprehensive telephony solution tailored to enhance your customer support experience. Make and receive calls directly within Zendesk, eliminating the need for switching between multiple platforms and enhancing productivity. With call history tracking, easily review past interactions and access caller information for personalized customer support. Empower your support team to handle customer queries more efficiently with real-time caller information display, enabling them to provide timely and informed assistance.
- Descope (Support)
- Descope helps organizations add seamless, secure SSO for their end users across their applications, including cloud applications like Zendesk. Descope is a drag-and-drop customer authentication and identity management platform. Their no/low code CIAM solution helps hundreds of organizations easily create and customize their entire user journey using visual workflows – from authentication and authorization to MFA and federated SSO.
- ChatGPT Assistant Plus by Adjacent (Support)
- ChatGPT Assistant Plus by Adjacent captures conversation essence, analyzes tone, and suggests responses with touch. New features include responses provided by the app now include information extracted directly from Zendesk's knowledge base, enhancing the relevance and accuracy of the answers. Responses are now more readable thanks to better formatting, which includes line breaks, bullet points, and other elements for a clear presentation.
- Hourly Billing (Support) (paid)
- Hourly Billing is designed to track and invoice the time your agents spend working on support tickets. Whether in Zendesk Support or Zendesk Talk, Hourly Billing ensures you capture every billable moment efficiently and accurately. Monitor the time your agents dedicate to each support ticket within Zendesk Support, ensuring precise billing and productivity analysis. Generate comprehensive reports that detail the time tracked, making invoicing clients straightforward and transparent.
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Mobile App Generator (Support)
- Mobile App Generator creates a mobile app for your end users that you can personalize with your branding and logo. Zero coding is needed. Your end users can install the app on their phones and use it to manage their tickets, receive push notifications when their tickets are updated, and more.
- 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 co-browse, screen sharing, 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 a 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
- Support
- Talk
- Guide and machine learning
- Chat and messaging
- AI agents (formerly bots)
- Admin Center
- Zendesk QA
1 comment
Jennifer Rowe
We've added late updates for Mobile SDKs and Explore.
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