See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Support
- Admin Center
- Knowledge and AI agents
- App Marketplace
- Mobile SDKs
- Products with no updates this week
Support
New
- We've improved the experience for deleting end users in bulk. This is now available in the Zendesk Agent Workspace. See Deleting end users.
Fixed
- Fixed an issue where the Organizations button appeared in the Agent Workspace despite access to the organizations list being denied.
Admin Center
New
- Added OpenID Connect as an option for signing in team members and end users via SSO.
Knowledge and AI agents
New
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Procedures for auto assist are instructions that tell auto assist how to advise an agent in solving a customer request.
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Quick answers for Agent Workspace provide AI-generated answers to the searches that agents perform within the knowledge section of the context panel.
- Several minor updates to reflect the latest in branding and terminology and incorporate the advanced AI agent (Ultimate) product
- AI agents menu item added to the Zendesk product tray, which links to the Admin Center AI agents landing page (Channels > AI agents and automation > AI agents)
- AI agents (Ultimate) tile added to the AI agents landing page with a modal pop-up to learn more or to link to the Ultimate.ai dashboard if your account has Ultimate provisioned
- Content updates (including URL, breadcrumb, page title, and content) to reflect “AI agent” terminology, formerly “bots”
Fixed
- We’ve refined the logic for the 'Any' and 'All' conditions in workstreams to enhance the overall user experience. This update aims to improve clarity and ensure more predictable results when setting up your workstreams. The logic is now:
-
- Includes in Meet ALL: All specified values must be present.
- Not Includes in Meet ALL: All specified values must be absent.
- Includes in Meet ANY: At least one specified value must be present.
- Not Includes in Meet ANY: At least one specified value must be absent.
App Marketplace
New
- Ticket Auto Merge by DataFox Labs (Support) (paid)
- Ticket Auto Merge by DataFox Labs automatically detects and merges duplicate Zendesk tickets without agent intervention. Merge tickets from the same requester using your own custom conditions. Configure the criteria to match your setup and create as many rules as you want. Define filters to exclude specific tickets from merging.
- AutoSmartDialer (Support)
- AutoSmartDialer is a tailored outbound calling solution for Amazon Connect. It seamlessly integrates with local SIP trunks, offering efficient and versatile call dialing. This app streamlines communication processes and boosts customer service quality and efficiency. AutoSmartDialer can identify and extract customer phone numbers from Zendesk Support, preparing them for outbound calls. This feature eliminates your customer service team's need for manual number entry.
- Confirm Ticket Submission (Support) (paid)
- Confirm Ticket Submission runs discreetly in the ticket sidebar, prompting agents to verify ticket details before submission. It enhances accuracy without being visible or interruptive. The app displays changes to the ticket, adds a confirmation prompt, has a built-in countdown timer, and can auto-cancel a ticket submission on timer expiry.
- Team Relay (Support) (Sell)
- Team Relay for Support and Sell helps you reach your Zendesk team members by sending messages to specific users or groups via a top bar app. The app provides instant notifications for your team members, which will blink when they have unread messages. You can pin messages of high importance, set an expiry time so messages will disappear, and read reports on who has read the message.
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Auto Timer by Saasly (Support) (paid)
- Auto Timer by Saasly tracks the exact time agents spend on tickets. The app lets you customize the start and stop statuses for the timer to align with your business workflow. For example, you can configure it to start the timer when a ticket is marked as ‘open’ or ‘pending’. This ensures that whenever an agent updates the ticket status to one of these options, the timer automatically begins.
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PP Self Service Portal (Support)
- PP Self Service Portal helps you manage your Zendesk Subscription easily as a Premium Plus customer. View all your Zendesk billing information, request user additions, account upgrades, or downgrades, and contact the Premium Plus support team via chat.
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Nixo 128 (Theme)
- Nixo 128 is an exceptional Zendesk theme featuring a sleek, eye-catching design and many useful features. It offers customizable block and category layouts on the homepage, encouraging user engagement. You can effortlessly tailor these elements to fit your brand—no coding required—making it fast and simple to launch a help center your customers will love.
Mobile SDKs
iOS
New
- Support for iOS 18. The SDK is now completely compatible with iOS 18, aligning with Apple's recent updates and functionality.
- Support for Multi-conversations feature, which will launch in October 2024. This new feature will allow your end users to seamlessly manage multiple ongoing conversations with your business simultaneously.
- Capability to natively open all supported file types in our mobile SDKs, eliminating the need to switch to a web browser.
Fixed
- Resolved crashes occurring on the `Observable` object.
- Fixed an issue to ensure links in the message bubble support dynamic type font.
Android
New
- Support for Multi-conversations feature, which will launch in October 2024. This new feature will allow your end users to seamlessly manage multiple ongoing conversations with your business simultaneously.
Fixed
- Fixed an issue where ConnectivityObserver was not handling exceptions that could be thrown by the ConnectivityManager.
- Action buttons in messages now support URI links beyond URLs, such as “tel:” for calls or “mailto:” for emails.
Products with no updates this week
- Talk
- Explore
- Guide and machine learning
- Chat and messaging
- Zendesk QA
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