See our What's New for an overview of what was released in the last month.
This week's release notes include:
Guide and AI agents
New
- We've rolled out semantic search for external content.
- We've launched the Redirect Rules API, designed to enhance your ability to manage page redirects for objects or URLs that return an HTTP 404 response.
Talk
Fixed
- Fixed a bug where, in certain high-volume cases, a repeated SMS from the same user wouldn't be added to the existing ticket.
Advanced AI
- We've made key improvements to the similar tickets feature. You'll now experience better precision in similar ticket recommendations, along with more recommendations overall.
App Marketplace
New
- External ID Editor (Support) (paid)
- External ID Editor enables you to modify the Zendesk system field for "External ID," which is not present on tickets. Edit the external ID from the users, tickets, or organization page.
- Lead Mapper (Sell)
- Lead Mapper gives visual customer locations and helps manage routes on a map directly from Zendesk Sell. Gain superior oversight of your business operations using the powerful map feature that provides a bird's eye view of all accounts and prospects. Make informed decisions easily using the intuitive data visualization that identifies growth potential and areas requiring improvements in real time.
- Route 101 Attachment Redaction Service (Support)
- Route 101 Attachment Redaction Service helps you take control of your Zendesk storage costs and improve data management. With Ticket Redaction Service, you can automatically migrate Zendesk ticket attachments to an S3 bucket on your infrastructure. This app helps streamline your Zendesk operations, giving you more control over your data storage, improving compliance with data retention, and significantly reducing storage costs.
- ZenMention (Support) (paid)
- ZenMention helps you auto-forward Zendesk mentions to Slack. This app ensures that every Zendesk comment mentioning an agent is sent directly to Slack, with the ticket link, comment text, sender’s name, and any images or attachments.
- Ticket Manager (Support)
- Ticket Manager helps you simplify and automate the creation and editing of tickets in bulk. Use CSV files and customizable rules to bulk create or edit tickets. Monitor the status of the process and view any errors. Quickly view a history of submitted processes.
- LiveX AI Avatai (Support)
- LiveX AI Avatai revolutionizes customer support by seamlessly integrating with Zendesk, enhancing how businesses interact with their customers. With LiveX AI Avatai, Zendesk users can transform their support capabilities, benefiting from an AI agent that responds to inquiries and takes action on the customer's behalf. It can initiate ticket creation, provide real-time updates, and even offer solutions without human intervention, reducing response times and improving efficiency.
- Hide Ticket Forms (Support)
- Hide Ticket Forms makes it easy to hide ticket forms in the Agent Interface. Follow the simple setup instructions to choose which forms should be hidden. Then, choose which groups or roles should have the forms hidden.
- File Manager by Opservator (Support) (paid)
- File Manager by Opservator helps you search, backup, and delete your ticket attachments to optimize storage space. You can use search filters such as ticket creation period, ticket status, brand, group, and even attachment size! Download any relevant files found in the search and permanently remove any unnecessary files.
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AI Assistant (Support)
- AI Assistant is a state-of-the-art tool designed to transform customer support experiences. Leveraging advanced AI algorithms, AI Assistant understands and responds to customer queries, providing precise and relevant answers.
Products with no updates this week
- Support
- Explore
- Chat and messaging
- Zendesk WFM
- Admin Center
- Mobile SDKs
- Zendesk QA
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