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
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We've released the Public API for Media, a solution designed to streamline the interaction and management of images and article attachments through external integrations based on REST API. See: Announcing Public API for Media.
Chat and messaging
New
- Launched Requester Wait Time, Concurrency, and Handle Time live metrics for messaging. These metrics are available in the new pre-canned live dashboard experience (learn more) and in the metrics library.
App Marketplace
New
- Octocom (Support)
- Octocom is conversational AI is designed to handle both pre-sale and post-sale inquiries seamlessly. From product recommendations and delivery questions to order changes and returns, Octocom reduces ticket volume and response times, freeing your team to focus on critical tasks. This not only increases customer conversions but also enhances loyalty.
- Emily Bot (Support)
- Emily Bot enables AI Trainers to instruct, grade, and optimize AI agents—collectively named Emily—to deliver superior customer service and insightful product feedback. Utilizing a blend of data analytics, traditional machine learning, and advanced large language models, Level3AI efficiently converts a company’s Standard Operating Procedures (SOPs) into AI-compatible formats, significantly accelerating the deployment of AI workers and reducing operational costs. The platform integrates seamlessly with major ticketing systems like Zendesk, managing 100% of initial customer interactions and triage. It effectively escalates complex issues to human agents with comprehensive preliminary analyses, ensuring a smooth transition and maintaining high service quality.
- Recurring Tickets by Saasly (Support) (paid)
- Recurring Tickets by Saasly allows organizations to streamline the management of thousands of scheduled activities, allowing teams to focus on execution rather than administration. Whether it’s regular customer check-ins, contract renewals, security audits, file backups, password resets, or monthly payroll processing, Recurring Tickets enables teams to schedule these tasks with ease and confidence. This not only reduces the administrative burden but also enhances the reliability and accuracy of task management.
- Articles PDF Export (Support)
- Articles PDF Export lets you create beautiful PDF manuals from Help Center articles. Export knowledge base articles with images, links, and formatting, customize the look and feel of your PDFs, and share PDF documents with customers, partners, and employees.
- Simplesat for Messaging (Messaging)
- Simplesat for Messaging adds one-click CSAT, CES, or NPS surveys to Zendesk Messaging. Gain further context about feedback by retrieving ticket info through the Zendesk API. You can sync requesters, companies, agents, groups, and any custom ticket fields. Sync ratings with Zendesk ticket private comments and tags to increase visibility and transparency. Displaying ratings and comments directly in tickets makes it easy for agents to see feedback without switching tools.
- Idiomatic (Support)
- Idiomatic helps you identify unique contact reasons, tag tickets automatically, and answer questions quickly. Tagging tickets with Idiomatic is faster, more accurate, and cheaper than manual tagging. Idiomatic's reporting and analytics suite then makes it easy to improve key metrics or better serve specific customer segments.
- Faqtual (Support) (Chat)
- Faqtual for Support and Chat are simple and powerful knowledge base and snippets manager for customer support teams. Share your team’s knowledge effortlessly, reuse common templates and canned messages, use AI to write messages, and keep your content up to date. Faqtual lets you instantly sync your entire team’s knowledge, FAQs, and canned replies.
- Hubspot Activity by BS40 (Support) (paid)
- Hubspot Activity by BS40 allows your agents to view the email interactions between Hubspot and your customers. This can be seen in either the ticket or customer view. The agent will be able to identify things like emails the customer has received, interactions they've had with emails (sent/delivered/opened/clicked), and more.
- Syncly (Support)
- Syncly provides holistic visibility based on everyday customer interactions with the help of AI. With seamless integrations across various customer communication tools, Syncly ingests and categorizes customer feedback automatically. Syncly can pinpoint positive and negative sentiment drivers and provide instant action items to address the issues at stake based on your data. With AI-powered Smart Insight, you can identify the most critical issues at each stage of the user journey without having to read every customer interaction manually. Syncly allows you to share analyses, charts, graphs, and action items across the organization, breaking down silos and promoting unified customer visibility.
- GPT Editor (Support)
- GPT Editor seamlessly integrates with Zendesk, empowering your support team with the advanced capabilities of GPT for Zendesk. Leveraging the power of Azure Services' ChatGPT model, this app ensures full GDPR compliance with data handled securely within the EU using closed models. Personalize and save custom prompts to ensure consistent, accurate responses tailored to your brand's tone and customer needs. Automate response generation, freeing agents to focus on more complex tasks and improving overall productivity. Enjoy smooth operation within the Zendesk editor, ensuring your team can access AI tools without leaving the platform.
Mobile SDKs
iOS
New
- Added a ZendeskEvent for newly added conversations.
- Added a ZendeskEvent for messages that failed to send.
- Added a ZendeskEvent for connection status changes.
Android
New
-
Added a ZendeskEvent for newly added conversations.
-
Added a ZendeskEvent for messages that failed to send.
-
Added a ZendeskEvent for connection status changes.
Fixed
- Changed the Back Gesture API opt-in from the application level to the activity. The API is now only applied to the SDK screens, enabling backward compatibility for both back-button APIs.
-
The singleInstance activity launch mode triggers an unwanted jump animation when the SDK messaging screen is opened.
Products with no updates this week
- Support
- Explore
- Talk
- Chat and messaging
- AI agents (formerly bots)
- Admin Center
- Zendesk QA
2 comments
Rob Stack
Hi everyone. We updated the Mobile SDKs section of these notes to add a new fixed item.
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Rob Stack
We've also added a late-breaking release note to the chat and messaging section.
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