See our What's New for an overview of what was released in the last month.
This week's release notes include:
- AI agents and knowledge
- Advanced AI
- Chat and messaging
- App Marketplace
- Mobile SDKs
- Products with no updates this week
AI agents and knowledge
New:
- The AI translations for articles Early Access Program (EAP) uses AI to help you quickly create article translations within your knowledge base, making providing support in multiple languages easier.
Fixed:
- Fixed a bug that prevented parameters from being used with numeric input fields when configuring actions.
- Template replies are now always active. Previously, a bug would deactivate them. We've resolved the problem and tested a migration to ensure all templates are active.
- AI Agents no longer reply with "None" or "I don't know the answer."
Advanced AI
New:
- Intelligent Triage: Admins will now be able to see descriptions for the Zendesk default intents so they can better understand what each intent means.
- With this EAP, similar ticket results are boosted by shared intents and entity detection. This means agents are shown more relevant similar tickets, which helps them solve tickets faster.
Chat and messaging
New:
- Messaging triggers enhancements
- Email As a new condition: You can now run messaging triggers with email ID as a condition. This will help you provide a personalized workflow for a specific customer.
- Remove tags as an action: customers can now remove tags from the messaging conversations using messaging triggers.
App Marketplace
New:
-
BotDojo (Support)
- BotDojo is an enterprise AI platform that empowers businesses to elevate and personalize customer interactions. By automating routine tasks and offering tailored support, BotDojo frees your team to create engaging customer experiences and continuously improve service delivery. The Zendesk integration allows BotDojo AI agents to efficiently search, update, and manage support tickets. It provides real-time access to ticket histories, automates status updates, and preserves context across channels, enabling your team to focus on more complex issues.
-
Zenlight (Theme)
- Zenlight is a fully responsive, multipurpose Zendesk Guide Help Center Theme (templates). This theme can be easily configured through the settings UI in Zendesk Guide Admin.
-
Bot History Viewer (Support) (paid)
- Bot History Viewer adds a new Context Panel in Zendesk that shows your agents the complete interaction history of your customers with your AI Agent and unlocks insights in bot-only conversations for your agents. The app lists all conversations for your customer with your AI Agent and allows you to filter to bot-only or escalation conversations. It even highlights a customer's active conversations with your AI Agent or human agent.
-
Problem Viewer (Support) (paid)
- Problem Viewer gives an overview of all active problems and shows relevant info such as the latest updates, current status, and linked incidents. Each problem can be opened to see linked incidents, their status, and the latest updates.
-
Kimiyi AI (Support)
- Kimiyi AI is an AI Engine that provides effective and efficient customer service through generative AI and LLM. Kimiyi is available 24/7 to answer your customers' questions. Let customers raise Zendesk tickets while chatting with a chatbot. Kimiyi AI integration for Zendesk allows you to create tickets out of chatbot conversations. By connecting both apps, you can personalize your ticket communication. Train the chatbot with your own materials to handle customer support questions and assist in product recommendations, driving customer purchases and boosting sales.
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Soto 128 (Theme)
- Soto 128 is a modern, dark Zendesk theme designed for any business. It features an easily customizable layout and a homepage packed with essential sections that can be toggled for a seamless user experience. This theme is perfect for creating a sleek and functional help center with minimal effort.
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Explorify (Theme)
- Explorify is a fully responsive, multipurpose Zendesk Help Center (Guide) theme that perfectly balances style and performance. It features a sleek design with an eye-catching background image, giving your help center a modern and stylish appearance. The theme boasts a full-screen layout with beautifully designed blocks and interactive elements, creating an airy and elegant atmosphere.
Mobile SDKs
Zendesk SDK iOS v2.28.0
New:
- Customers can hide the conversation list screen (for multi-conversations) by using the Conversations API. By doing so, end users access only their latest conversation, creating a single conversation experience.
- Additional checks when a JWT is invalid to preserve the existing anonymous user.
Changed:
- End users now navigate to their latest conversation screen when they start the SDK, instead of the conversations list screen. Tapping the back button will navigate them from the conversation screen to the list screen.
Fixed:
- Fixed an issue to ensure conversation titles are updated.
- Fixed an issue where the see latest banner incorrectly appeared.
Products with no updates this week
- Support
- Chat and messaging
- Explore
- Talk
- Admin Center
- Zendesk QA
- Zendesk WFM
1 comment
Rob Stack
Update: When published, these release notes contained a new entry for the Omni Task Manager app. This app is not currently available and has been removed from these notes.
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