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
- Merging suggestions identify other tickets that could be merged with the ticket the agent is currently handling. This helps reduce duplicated effort and enhances communication with customers, leading to increased agent productivity and higher customer satisfaction.
Fixed
- Add ai_agent_automated_resolution tag to tickets using advanced autoreply that meets the automated resolution definition.
Mobile SDKs
Fixed
- Resolved an issue where images captured with the device camera were not displaying in a conversation.
App Marketplace
New
- AI Summary Assistant (Support)
- AI Summary Assistant uses AI technology to summarize tickets and store the summary as a comment or in a custom field to reference later. This app helps agents and managers quickly and easily get a summary of a ticket to assist in ticket reviews, manager chats with agents, and troubleshooting escalations.
- Postal Code Address Register (Support)
- Postal Code Address Register converts the entered postal code to an address in Zendesk. Note: This application is specific to Japan and only supports postal codes in Japan).
- Download Call Recordings (Support) (paid)
- Download Call Recordings is a powerful and intuitive Zendesk sidebar app designed to streamline the management of call recordings. This app provides customer service agents with quick and easy access to all call recordings associated with a ticket, enabling them to play and download recordings directly within the Zendesk interface.
- Sondar CSAT Surveys (Support)
- Sondar CSAT Surveys is the easiest way to add CSAT, NPS, and CES surveys to Zendesk email triggers. Surveys are embedded in the emails you’re already sending, not separate ones. They seamlessly integrate with Zendesk’s event-triggered or time-based workflows for effortless automation.
- Tasks and Subtickets by Saasly (Support)
- Tasks and Subtickets by Saasly lets you create, rearrange, and complete tasks on the go. For task lists that you frequently use, you can save them for easy reuse and apply them to any ticket whenever necessary. And that's just the beginning. This powerful project management tool offers much more, helping you achieve greater efficiency and organization within Zendesk.
- Health & Wellness (Theme)
- Health & Wellness is packed with powerful tools to create a seamless and beautiful self-service portal. Easily apply your branding, customized components, and more with both beginner-friendly and advanced options. Highlight essential content on your homepage with up to eight customizable blocks; no coding is required. Automatically highlight key information, provide seamless navigation, and ensure your articles are visually appealing.
- Bixo 128 (Theme)
- Bixo 128 is a theme that stands out for its professional and visually appealing design, packed with features. The theme also includes a highly customizable homepage, with an easy-to-use option to toggle various homepage sections, giving you full control over the layout., all easily brandable without the need for coding, enabling the rapid launch of an engaging help center.
- Redact Ticket Attachments (Support) (paid)
- Redact Ticket Attachments is designed to help businesses effectively manage their Zendesk storage by automatically redacting ticket attachments based on a specified date range. As your Zendesk instance grows, the accumulation of large attachments can quickly consume valuable storage space, resulting in increased costs and slower system performance. This app offers a simple yet powerful solution to free up storage while ensuring data security.
- Lumin (Sell)
- Lumin helps you upload documents and send them to signers without opening Lumin and other apps. The app shows the latest updated contract status and keeps documents organized. Create, send, sign, and manage contracts directly in Zendesk Sell, without switching between different applications.
- AI Reply Writer (Support)
- AI Reply Writer uses AI technology to reply to tickets in Zendesk. This app will help agents craft message replies to tickets using context from the ticket comments and allow agents to provide the best-in-class support your customers expect.
- Bagel Ai (Support)
- Bagel Ai is a product intelligence platform that helps companies accelerate revenue. Product teams can continuously quantify and validate their roadmap to maximize its impact and seamlessly empower their stakeholders to win more deals. With Bagel’s Zendesk application, Support Reps can easily escalate tickets as product requests and track progress automatically, closing the feedback loop between support and product teams. Bagel AI ensures that product requests are treated fairly, quickly, and efficiently without depending on manual processes:
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AI Tagger (Support)
- AI Tagger automatically tags your Zendesk tickets using AI. Save time by avoiding manual tagging, improve routing with automations, and gain deeper insights into customer issues. Define the tag list and application rules, and the app will run in the background, instantly applying relevant tags to all incoming tickets.
Products with no updates this week
- Support
- AI agents (formerly bots)
- Explore
- Talk
- Chat and messaging
- Admin Center
- Zendesk QA