See our What's New for an overview of what was released in the last month.
This week's release notes include:
Support
New
-
We've opened up the Early Access Program for custom objects in Guide and Explore.
-
The ability to modify closed tickets is now generally available.
Zendesk Talk
Fixed
- Fixed a bug where the brand would be trimmed, making the end of the string invisible.
- Reverted an update that caused a bug where the callback request timer was out of sync with the agent status on the call console.
- Fixed a bug where, on some occasions, calling from the ticket would create a new ticket.
- Fixed a bug that caused a call to be dropped on the IVR when '1' was pressed multiple times.
- Fixed a bug where a ticket would not be generated when a Talk Partner Edition call was received.
Explore
New
- We've introduced a new intelligent triage-focused dataset and dashboard for Explore This enables intelligent triage adopters to identify opportunities for workflow improvement based on Zendesk AI-powered intelligent triage enrichments. These improvements could include routing or business rule changes, automation, and auto-replies, as well as surfacing ticket topics with a high number of agent replies or long resolution times.
- We’ve launched additional metrics for Custom Queues on Explore Live Dashboards. These metrics can help you determine when to deploy more agents to serve a queue or how supervisors could rebalance work directed to different queues
App Marketplace
New
- GPT Sidebar from Knots (Support)
- GPT Sidebar from Knots empowers agents to work smarter, not harder. With custom AI requests and saved responses, your team can handle tickets faster and more efficiently while delivering the personalized customer experience your clients deserve. Whether drafting an answer, reusing past ticket data, or managing more complex queries, the app delivers meaningful time savings and consistency directly inside Zendesk.
- Messaging and Help Center Authentication (Support) (paid)
- Messaging and Help Center Authentication for logged-in users is the best way to ensure your agents know who they’re chatting with. This way, you can avoid anonymous tickets, give the most relevant support, and save time. The app connects your help center authentication and messaging authentication so that users who are already logged in to your help center will be authenticated in your messaging widget. This way, when someone uses an SSO service like Okta or a company account to sign in to your help center, they will be automatically identified in your Zendesk Messaging widget. If they start a chat with you, you can pull up their data, identify them with the correct user profile, and serve them the proper generative replies in the bot.
- LogRocket (Chat)
- LogRocket helps you resolve tickets faster with AI summaries of user sessions. LogRocket's Zendesk integration leverages Galileo AI to watch user sessions any time a user submits a Zendesk ticket and summarizes the key moments, providing the information you need to enter a conversation with full context. All moments link to session replays, allowing you to validate user actions and understand the underlying technical context contributing to that behavior.
- Castofly (Support)
- Castofly is the fastest way to turn any process into beautiful step-by-step instructions and a video guide in any language! With Castofly you can create instant step-by-step instructions to share with your customers and team. Castofly automatically creates highlights and call-outs for your workflows. You can make guides directly from your browser and share them in seconds. You can quickly and easily export the contents of your guide to your Zendesk Help Center.
- Marketplaces (Support)
- Marketplaces by Juble.io is a powerful integration solution that brings the functionality of multiple marketplaces right into your Zendesk Support environment. With seamless integration, you can streamline your customer support operations and provide exceptional customer service. Manage customer messages and inquiries from various marketplaces such as Amazon Seller Central, Mirakl, Miravia, Newegg, Walmart, and more directly within Zendesk Support.
- Vocal (Support)
- Vocal is the ultimate voice messaging app that will revolutionize your customer support communication. With Vocal, you can record your voice with a single click and send it as a message within Zendesk. No more typing long paragraphs or struggling to convey your tone through text. Your voice and your emotions are delivered directly to your customers. Vocal automatically transcribes your voice messages, making it easy for your colleagues to quickly scan and reference the content.
- Survey Tool by Surveypal (Support)
- Survey Tool by Surveypal makes collecting customer feedback easy and effective by integrating directly with Zendesk. Whether you're looking to send out a quick survey after a support interaction or track your Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES), Surveypal has you covered. Surveypal allows you to transfer survey data back into Zendesk as custom ticket fields, so your team always has the information they need at their fingertips.
-
Keep AI Copilot for Support (Support)
- Keep AI Copilot for Support is an AI copilot designed for support agents, helping them quickly find relevant information from your knowledge base and resolve tickets faster. With one click, Keep analyzes a ticket and generates suggestions like Draft Answers, Pending To-Dos, Summaries, and Draft FAQs. Suggestions are rendered in beautiful, easy-to-glance UI components.
-
Dust (Support)
- Dust AI Assistant app brings the power of your custom Dust AI assistants directly into Zendesk, enhancing your support workflow. Interact with Dust assistants while working on tickets and provide AI-powered recommendations for ticket resolution. Create high-quality responses based on your knowledge base and historical data, streamline your ticket resolution process, and improve support productivity.
-
Bubble365 (Support)
- Bubble365 connects your phone system to Zendesk to instantly access customer details with each call. Bubble365 is compatible with 65+ different phone platforms. When a telephone call comes in, you immediately get the correct customer data brought up. You can open the customer card and a recording of the call is automatically made that is visible to colleagues.
-
Urgentime (Support)
- Urgentime is a video solution that allows companies to improve customer support by integrating features such as screen sharing, photo capturing, and real-time pointers. With our simple and intuitive technology, your teams can offer fast and personalized assistance without requiring additional installation or travel. With one click, a text message and a video call start. Fully connected in real time to Zendesk, there's no need to manually input your ticket data; everything is automated.
-
Default Settings App (Support)
- Default Settings App enables admins to specify three default settings for users that have the app enabled: Brand, Group, and Form. Easily specify a default brand, group, and ticket form for different groups.
-
Disable Ticket Fields App (Support)
- Disable Ticket Fields App s designed to allow for disabling ticket fields on specific forms. The setup is straightforward, though you will need to use JSON format to specify the fields to disable. Each form can have its own rules for which fields to disable.
Products with no updates this week
- Guide and machine learning
- AI agents (formerly bots)
- Mobile SDKs
- Chat and messaging
- Admin Center
- Zendesk QA
2 comments
Nicole
Is this supposed to be the 9/27/24 release notes?
0
Rob Stack
Hi Nicole, thanks for spotting that. You are indeed correct, and I've updated the title. We appreciate your help!
0