See our What's New for an overview of what was released in the last month.
This week's release notes include:
- Support
- Guide and machine learning
- Zendesk WFM
- Talk
- Knowledge and AI agents
- App Marketplace
- Products with no updates this week
Support
New
- We've announced the general availability of form-based custom ticket statuses. With form-based ticket statuses, you can define which ticket statuses appear in certain ticket forms.
Guide and machine learning
New
- The customizable CSAT experience is now available for all eligible accounts. You can configure a CSAT survey that will be shared across both ticketing (Web form, Email, API) and messaging channels (social messaging, web/mobile messaging).
- The intelligent triage Explore dataset and prebuilt dashboard are now available for Advanced AI subscribers who have enabled intelligent triage.
- Article multiplacement enables you to publish an article in multiple sections within and across brands without the cumbersome manual copy-and-paste work.
Zendesk WFM
-
Simplified the week view for the manager schedule interface
Talk
Fixed
- Fixed a bug where the Talk greetings page loading time was slow when loading many greetings.
- Fixed a bug where some voicemails were not transcribed.
- Fixed a bug where some callers experienced an unnecessary wait time after certain messages were played.
Knowledge and AI agents
New
- The following ticket tags will be generated for autoreplies with article if you are on Automated Resolutions.
- ar_marked_unhelpful
- ar_marked_helpful
- ar_suggest_true
- ar_suggest_false
- Customers on Zendesk bots MAU or Answer bot resolutions will continue to see existing ab_ tags until they migrate to Automated Resolutions later. Once migrated, the new tags will replace the ab_ tags. (Learn more)
- Classic Web Widget tickets will be generated for conversations that have resulted in an automated resolution with the ticket tag ai_agent_automated_resolution. This replaces tickets created for Answer Bot Resolutions.
Fixed
- Fixed an issue where ar_marked_helpful ticket tag is incorrectly labelled as ar_resolved
App Marketplace
New
- ClickUp by Strivelabs.ai (Support)
- ClickUp by Strivelabs.ai links tickets, creates tasks and ensures seamless collaboration between support and project teams across Zendesk and ClickUp. Keep work flowing between your teams through real-time, two-way updates between your team’s favorite platforms. Create ClickUp tasks directly from Zendesk. Pre-fill information from tickets for faster creation. Search and link tasks in Clickup directly from Zendesk and more.
- Native Bridge (Support)
- Native Bridge helps you delight language-diverse customers with world-class, live chat translation for more than 135 languages. Its AI-powered, multi-source translation engine ensures everyone communicates in the language they know best, and their industry-leading security and encryption protect every conversation so your business stays yours.
- Hantera (Support)
- Hantera is an order management system for businesses of all sizes, providing a flexible platform to streamline order processes. Its dynamic model and graph search interface enable customer service agents to manage workflows efficiently. Access your Hantera workspace and notifications from within Zendesk Support's main navigation.
- Consulta Meupedi.do (Support)
- Meupedi.do is an innovative company focused on delivering solutions that simplify and optimize logistics processes for businesses of all sizes. The Meupedi.do app unifies all purchase order events by centralizing information from various systems, such as CRM, ERP, WMS, and carriers, into a platform integrated with the Meupedi.do system. With this app, you can streamline your logistics by strategically connecting to partners and transportation management systems (TMS), gaining complete control over the entire logistics process – from collection to delivery.
- Trendy (Theme)
- Trendy is a fully responsive, multipurpose Zendesk Help Center (Guide) theme that perfectly blends style and performance. With its elegant design and a striking background image, the theme offers a stylish and modern look, while the centrally positioned search box enhances functionality. The full-screen layout, featuring beautifully crafted blocks and interactive design elements, creates a clean, airy feel for the help center.
- Zendo 128 (Theme)
- Zendo 128i s a versatile and professional Zendesk theme designed for seamless customization and branding. It features a wide range of built-in settings, customizable blocks, and call-to-actions that can be tailored to your needs without any coding. The flexible homepage allows you to toggle sections on or off, making it easy to launch a visually appealing, customer-friendly help center in no time.
Products with no updates this week
- Explore
- Chat and messaging
- Admin Center
- Mobile SDKs
- Zendesk QA
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