What's new in Zendesk: November 2024

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Support

Agent copilot is the new name for a set of existing, upgraded, and new AI features that are designed to make agents as efficient as possible. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency as well as customer satisfaction. See About agent copilot.
Suggested macros are now supported in subsequent ticket comments, rather than only the first ticket comment. Agents can now see suggested macros across the whole ticket lifecycle, promoting more aligned responses and a lower ticket handle time. See Applying suggested macros to tickets.
Form ticket statuses let admins define which ticket statuses should appear in certain ticket forms. Associating ticket statuses to forms allows you to only show ticket statuses that are relevant to the ticket an agent is working on. See About form ticket statuses.
Explore has a new intelligent triage dashboard. See Analyzing your intelligent triage activity.
You can now use CC'd and Followers as conditions for your Views. Using these conditions in Views checks whether or not specific users have been CC'd or are following a ticket. See Creating views to build customized lists of tickets.

The updated Triggers page aligns the existing ticket triggers functionality with the look and feel of Admin Center. See Creating ticket triggers for automatic ticket updates and notifications.
Consistent logic across standard and custom omnichannel routing queues provides more predictable ticket routing. See Understanding how omnichannel routing uses queues to route work to agents.

Admin Home has been improved to provide additional information about your account. The home page in Admin Center has been personalized to provide account information, feature usage details, and better visibility into Zendesk product updates. See Using Zendesk Admin Center.
Admin Center includes a new Discover page with suggested product and feature upgrades. If your account is eligible, you'll see upgrade suggestions on this page. You can try out an upgrade free of charge for 30 days. See Trying out a product or feature upgrade.
A product category filter is available for the More products list on the Subscription page in Admin Center. If the list of available products is too long to view easily, use this filter to narrow down your choices. See Buying more products.

Deleting end users in bulk has moved to the Customers page in Support. Feedback is now shown on the page when the bulk deletion completes. If an error occurs, such as when an end user has unclosed tickets, detailed feedback displays so that you can quickly resolve the issue. See Deleting end users.
You can now bulk import users with the data importer, in addition to organizations and custom object records. The data importer provides a more consistent bulk import experience and provides an import history report. See Bulk importing users.

Agents can suspend users from the messaging ticket interface. When an agent suspends a user on a messaging ticket, the customer can no longer participate in that messaging conversation or start a new conversation. See Suspending messaging users.
End users can conduct multiple, separate messaging conversations simultaneously. Admins can turn on multi-conversations for their account through the Admin Center and select the channels through which users can start new conversations.
Agents will continue to see all incoming conversations linked to a user's profile, just as they do today, making it easy to view and address multiple conversations from an end user. See Understanding multi-conversations.

The default automation that delivers a CSAT survey has been enhanced. The request link has been moved from the CSAT section to the automation body, making it easier to remove if necessary. In addition, the {{satisfaction.survey_section}} placeholder now expands into a CSAT question with a rating scale. See Understanding the email channel CSAT end-user experience.

You can also now use the public API to view a CSAT survey response for a ticket. See Survey response submitted event and Survey Responses.
Agents can now use the Guide media library to share their media files with other agents in their account. When an agent shares a media file that they’ve uploaded, it’s tagged as "Shared" and becomes accessible to all other agents who have access to the media library. The media file can then be used in articles created by the agents. Shared media files can only be unshared or deleted by the content writer who originally shared them. See Working with images in the media library.

The Assignments dashboard has new features. The new Assignments dashboard offers detailed insights into assignment completions, providing statistics on specific assignments, reviewers, and reviewees. Track team-level goals and the number of tickets replaced or removed from workflows. See Accessing and viewing the Assignments dashboard in Zendesk QA.

The logic for the 'Any' and 'All' conditions in Zendesk WFM workstreams has been refined to enhance the overall user experience. This improves clarity and ensures more predictable results when setting up your workstreams. See Creating workstreams.

You can relay authenticated email using the new Authenticated SMTP Connector. The connector lets you connect a non-Zendesk email server to your Zendesk Support instance. It's ideal for organizations that prefer to use their own email servers or can't use third-party email servers due to internal corporate policies, data regulations, or encryption needs. See About the Authenticated SMTP Connector.
Zendesk has started rolling out two-step verification to enhance account security. If team members sign in using Zendesk authentication (email and password) from a new device, they are prompted for a 6-digit code they must retrieve from their primary email address before they can sign in. See About two-step verification.

An upgraded version of the Salesforce app for Zendesk Support is available. In addition to an improved sidebar app, all app configurations have been migrated to Admin Center. See Installing and configuring the Salesforce app for Zendesk Support.