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
- Explore
- Advanced AI
- App Marketplace
- Mobile SDKs
- Products with no updates this week
Guide and AI agents
New:
- We updated the default CSAT automation and the public API for CSAT results to increase the response rate. You can now view customer responses to the CSAT survey using the public API. See updates to CSAT section placeholder and public API.
Fixed:
- Some content tags were unintentionally added to articles. We are removing all content tags that were added by the system and not by your admins or agents.
Explore
New:
- The null values in reports have been replaced with seven space characters instead of the “empty string”. If you prefer to display these values as NULL, this setting can be adjusted in Report builder > Result manipulations > SQL options.
- Custom checkbox fields used to have three values in Explore: True, False, and Null. This behavior has changed and we are displaying only two values now: True and False. This is in line with the values provided via the Zendesk APIs.
Advanced AI
New:
- Suggested macros are now supported in subsequent ticket comments rather than only the first ticket comment. See Announcing suggested macros for subsequent comments.
App Marketplace
New:
- Engagement Platform (Support)
- Engagement Platform offers a comprehensive omnichannel solution with advanced journey capabilities designed to manage and enhance the customer experience across multiple communication channels. The platform integrates and unifies interactions from email, WhatsApp, SMS, calls, and more, ensuring that agents can handle all conversations from a single platform.
- Voys (Support)
- Voys helps you speak your customers' language by sending them voice notes directly from Zendesk to their WhatsApp in just one click. Open the app, click on record, and send. It's that simple. Your customers will receive an audio message on their WhatsApp, so they’ll feel like they’re chatting with a real person.
- Jochem.ai (Support)
- Jochem.ai is a leading AI-powered assistant dedicated to transforming customer and employee support interactions. With Jochem.ai, your team can leverage a powerful Zendesk plugin that integrates seamlessly into your existing support tools, enabling agents to retrieve responses directly within Zendesk. Skip the hunt through documents or articles—Jochem delivers ready-to-use answers and summaries and tagging straight to your Zendesk dashboard, keeping customer interactions fast, reliable, and in line with your brand’s unique voice.
- AuthID (Support)
- AuthID's Proof and Verified solutions can significantly improve security and efficiency in call centers by addressing key authentication challenges in customer service environments. With authID’s biometric and document-based verification, call centers can eliminate reliance on outdated security questions or PINs, which are vulnerable to social engineering and can frustrate customers. During initial account creation, Proof captures and validates a customer’s ID and live facial image, building a biometric 'root of trust' that ensures only authorized users can call in for account access. For ongoing identity verification, authID Verified allows callers to authenticate using a live selfie that matches their existing profile, which is processed instantly for liveness and accuracy without storing biometric data.
Mobile SDKs
iOS
Added
- File attachments now open in a web view.
Fixed
- Resolved an issue where a login request fails due to a non-optional parameter.
- Resolved an accessibility issue where the divider label did not increase in size to match a font size increase.
- Resolved an issue where the conversation list didn't display the author's name who sent the most recent message.
Android
Added
- File attachments are downloaded and stored in the SDK's internal directory.
- Added WRITE_EXTERNAL_STORAGE permission for API Versions 22 and below to allow file attachments to be downloaded.
Fixed
- Updated text and colors of the ‘Unable to load image’ error.
- Updated the border width of the AI disclaimer.
- Removed a toast message displayed when the user clicks the action button.
- Fixed serialization errors received on conversation start.
- Fixed extra spacing between carousel items.
- Fixed a security exception related to the connectivity manager that caused a crash on Android 11 devices.
- Fixed an exception thrown for network callback.
Products with no updates this week
- Support
- Chat and messaging
- Talk
- Admin Center
- Zendesk WFM
- Zendesk QA
3 comments
Dawn
where did the call button go?
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Rob Stack
Hi Dawn, can you give me a few more details about the problem you're having? We'd be glad to investigate. Thanks!
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Rob Stack
Hi, everyone, just to let you know, we've added two late-breaking Explore release notes to this article. Thanks!
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