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Akahsha Edwards

Joined Apr 14, 2021

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Last activity Jun 16, 2022

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Akahsha Edwards

Akahsha Edwards commented,

CommentRelease notes

Hi Вячеслав Скорбеж & CJ Johnson confirming the link has been updated, thanks for flagging.

View comment · Posted Jun 16, 2022 · Akahsha Edwards

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Akahsha Edwards created an article,

ArticleRelease notes

App Marketplace updates

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Salesforce Connector from eOne Solutions (Support)
    • Salesforce Connector from eOne Solutions allows Account, Contact, Opportunity, Quote, Order and Task data from Salesforce to be displayed when viewing a ticket within Zendesk. It also includes a ticket grid that can be deployed in Salesforce that allows users to view and update tickets from the Salesforce system. Both views can be customized to display additional data, including custom fields.  Actions from Salesforce include things like add ticket, add comment, change priority, change status, delete ticket, open ticket in Zendesk, and set ticket as spam.
  • VTEX by BCR.CX (Support)
    • VTEX by BCR.CX is designed to make it easier for you to view your all customer's order information within the Zendesk platform.  Find your customer's orders from the Zendesk Support ticket sidebar, create tickets based on customer's orders in VTEX, or filter by unfactored customer orders.
  • Holidayz (Support) 
    • Holidayz lets Zendesk Admins bulk import holidays to their schedule(s) with the click of a button! Choose your country; choose your year (up to 2 years In advance from today's date); Choose your schedule(s) and submit.
  • Zalo by VIHAT (Support)
    • Zalo by VIHAT supports sending and managing Zalo messages in the form of Zendesk Support tickets.  ESMS provides a multi-channel solution that helps businesses to send multi-channel interactive messaging with customers via Zalo -> Viber -> SMS, ensuring almost 99.9% interaction with customers.  

Zendesk Answer Bot

New

    • [Flow Builder]
      • Make API call improvements
        • Added a new retry button when API call fails
        • Added ability to copy and paste JSON responses
        • Added ability to search for values in the JSON response
        • Improved interface usability by diving each section with accordions
      • Increased the limit to dropdown fields to 100.

No Updates

  • Zendesk Support
  • Guide
  • Talk
  • Chat
  • Explore
  • Mobile

 

 

 

Edited Jun 27, 2022 · Akahsha Edwards

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Akahsha Edwards created an article,

ArticleRelease notes

Zendesk Mobile

Zendesk Unity SDK 2.0.0

  • The early access program release of the Zendesk SDK for Unity with messaging capabilities. For more information check this community post.

Zendesk Answer Bot

New:

  • [Flow Builder] Improved bot building experience
    The bot building experience has been revamped, making it simpler to build smarter bots. With this improved experience, you’ll be able to:
    • Easily manage complex bots by creating separate flows that address individual customer problems
    • Train your bot to match customer questions to the right answer
    • Have more control over your greeting message by quickly making changes or highlighting seasonal topics
    For more information on these changes, please refer to the help centre article

Web Widget (Classic & Messaging)

New:

  • [Messaging] Responses tab now available for Android & iOS SDK channels within messaging

App Marketplace updates

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • TriggerDoctor (Support)
    • TriggerDoctor helps you easily identify broken triggers and see what exactly is wrong with them. This app helps you identify missing users, forms, brands, groups referenced in the triggers, by adding the “ERR” keyword followed by the name of the missing entry. Once the issue is identified, you can click the trigger link in the “url” column to navigate directly to the trigger editor and fix the problem inside the Zendesk admin interface.
  • Code Monkey (Theme)
    • Code Monkey is a fun theme to collect all technical information: from code documentation to technical guides, or API or complex app information.  Unlike any other Zendesk themes, the Code Monkey theme offers specific features for code display and documentation. Zero coding, zero charge, maximum impact.
  • Washington (Theme)
    • Washington features sidebar navigation and a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs. You can design, build, and launch your Help Center without coding.
  • Dynanet Theme (Theme)
    • Dynanet Theme is an ultra-modern & fully responsive Zendesk® Guide Help Center Theme (templates). It is highly adaptable & supports all Zendesk functions.
  • Systran Translation (Chat) (Support)
    • Systran Translation for Chat and Systran Translation for Support help you add AI-based neural machine translation to your Zendesk Support/Chat accounts.  Enable your agents to communicate instantly in multiple languages, with no changes to their workflow. Systran Translation allows your team to instantly read incoming messages from customers around the world in both Zendesk Support or Chat.  

Edited Jun 16, 2022 · Akahsha Edwards

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Akahsha Edwards created an article,

ArticleRelease notes

Web Widget (Classic & Messaging)

Fixed

  • [Messaging] Unread messages indicator isn't displaying correctly when positioned left
  • [Messaging] Add valid label for form fields for a11y

Zendesk Mobile

Zendesk iOS SDK: 2.4.1

Added

  • Timestamp divider and grouping of messages on the conversation screen
  • Support for increased number of items in the dropdown in a future release

Fixed

  • Bug fix for conversation retry screen not shown when user is offline

Zendesk Android SDK: 2.4.0

Added

  • Timestamp divider and grouping of messages on the conversation screen
  • Improved handling of denial of permissions
  • Support for increased number of items in the dropdown in a future release

Fixed

  • Bug fix for the text composer not being re-enabled when new messages are received

Zendesk Support Android app 2.22.0

Update:

  • Bug fixes and enhancements

App Marketplace Updates

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • LeadDesk Talk (Support)
    • LeadDesk Talk combines high-quality VoIP calling and answering with Zendesk Support.  Make and receive support calls directly in Zendesk with LeadDesk Talk, send SMS follow-ups with additional support messages, choose from pre-made templates or write a custom message to customers.  Calls open new tickets and messages are recorded as notes in that ticket.
  • Bloom (Theme)
    • Bloom is clear and simple to you and your customers. The theme can be adjusted to your brand with just a few clicks and your customers can find all information in one place.  The theme is designed to fit perfectly on any kind of screen, this way your customer can find all important information on their laptop, tablet or smartphone.
  • piSolve (Support)
    • piSolve simplifies and streamlines workflows by automating the most common transactions in your inbox. The app comes in-built with categorization for transactions and its self-learning algorithms learn as you use the application to augment your customer service capabilities.  piSolve is a cognitive case management tool built on top of the piStack automation platform from AutomataPi Solutions. The solution comes in-built with edge analytics, a full featured business process engine and integration layer to connect easily with other applications.

Support Product Updates

New:

  • We’ve launched functionality for Zendesk Support Apps to send messages to end-users on behalf of agents through Zendesk Messaging and Social Messaging channels (through Sunshine Conversations) in Agent Workspace. Previously, this API only worked for chat. Developer documentation lives here.
  • We’ve made browser page titles for Zendesk Support pages more specific to reflect the content of the page for better navigability. Announcement article and more details here.

Zendesk Chat & Messaging

Fixed:

  • [Dashboard] Truncated OAuth secret has been increase to 8 characters instead of 7
  • [Phase 0-4 Migration] Improved subdomain validation when picking a subdomain for the account

 

Edited Jun 16, 2022 · Akahsha Edwards

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Akahsha Edwards created an article,

ArticleRelease notes

Apps Marketplace

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
  • Simple MSTeams Connector (Support)
    • Simple MSTeams Connector is an app created by Be-Simple that allows you to communicate with your work team through Microsoft Teams.  Send the comments on a ticket via a sidebar app in Zendesk Support to Microsoft team and a colleague can reply directly from Microsoft Teams. The entire conversation will be tracked through internal notes in the selected ticket.
  • NorthShore AI (Support)
    • NorthShore AI is a modern content management system for scaling Customer Experience teams. It works across Zendesk and other collaboration tools to bring together your organization’s collective knowledge, verify its accuracy, and empowered agents to answer customer questions with confidence and speed. NorthShore's publishing workflows facilitate the draft/review process of new Guide Articles, Macros, and internal knowledge to help reduce handling time, accelerate first call resolution rates, and, increase customer satisfaction through the focus on content.
  • Mass Delete Tickets (Support)
    • Mass Delete Tickets enables administrators and agents (if allowed) to delete tickets in bulk. Users are able to select a ticket view and select tickets to be deleted, or delete all tickets in the selected view. For Suspended tickets, users are able to filter the tickets by ticket's cause of suspension.

Web Widget & Web SDK (for Messaging)

Fixed

  • [Web Widget Classic] Text when typing is covered by the virtual keyboard on iPad

 

Zendesk Chat & Messaging

New

  • [Messaging] Transcripts are now indexed and searchable through support search for both Chat & Messaging conversations on agent workspace. Rollout to start from Aug 10 onwards.

No Updates to:

  • Answer Bot
  • Support
  • Explore
  • Guide
  • Gather
  • Sell
  • Admin Center
  • Sunshine Core

Edited Oct 16, 2021 · Akahsha Edwards

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Akahsha Edwards created an article,

ArticleRelease notes


App Marketplace Updates 

(Support) indicates the app is available for Zendesk Support.

(Chat) indicates the app is available for Zendesk Chat.

(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
New:
  • Stamped.io (Support)
    • Stamped.io enables you to collect and showcase product reviews to build trust & boost sales for your eCommerce Store.  Visually powerful product reviews to boost sales, improve your business rating on Google, Facebook and more, and even artificial Intelligence to fuel growth.  Handle reviews and Q&A more efficiently from Zendesk and respond to reviews directly.
  • Import (Support)
    • Import from Help Desk Migration s your quick and sure way for import data to Zendesk from a CSV file. The app allows importing of tickets, contacts, organizations, agents, groups, comments and attachments, custom fields, and tags.  
  • Export (Support)
    • TagsExport from Help Desk Migration is a quick and easy way to export your Zendesk data into a CSV file. The CSV Export App allows exporting your entire Zendesk instance in a few clicks.  Export tickets, contacts, organizations, agents, groups, comments and attachments, tags, articles, folders, categories, and more.

  • California (Theme)
    • California is a minimalist and responsive Zendesk theme that is ideal for Help Center with numerous categories and sections. It has a sidebar navigation menu displaying all categories, sections, sub-sections and articles - perfect for showing step-by-step articles. Everything from the header, custom blocks, table of contents, and footer is configurable - making it user friendly.
  • Droz Messaging (Support)
    • Droz Messaging is an app that allows proactive messages and campaigns through WhatsApp and SMS. The SMS messages through Twilio and MessageBird, as well as Whatsapp, works with the Zendesk Sunshine Conversations integration. With this app, you can perform both bulk messaging through the navbar menu, and individual messaging through the sidebar menu.
  • BaseLinker (Support) (Chat)
    • BaseLinker is an e-commerce integration and multi-channel sales management system.  This is a free BaseLinker add-on that shows the customer's orders related to a given email address directly in the Zendesk panel view and one click takes you to the correct order card in BaseLinker.  Save time so far spent on switching between your inbox and order list. Forget about the exhausting order database investigation - your customers will be answered faster.   You can even create a new order for a given customer directly from the 'BaseLinker for Zendesk' app.
  • Euphoria Cloud Phone (Support)
    • Euphoria Cloud Phone is an innovative business telephone service that offers it's customers unprecedented control and automated operational efficiencies.  This app allows you to extend your Euphoria's experience within Zendesk by being able to make and receive calls, without having to use another application. Euphoria also offers a campaign dialing for all their Dialer Agent Extensions.

Web Widget & Web SDK (for Messaging)

New

  • [Web Widget Classic] Hide the contact form from our admin page if authentication is turned on

Fixed

  • [Web Widget Classic] Web Widget should still work after subdomain is changed for CP4 chat only accounts

  • [Web Widget Classic] Attachment filename not showing within the Web Widget

Zendesk Native SDK (Unity)

Fixed

  • Resolved an issue where a button label is clipped with some languages when the device is in landscape orientation.
  • Resolved issues in the loading bar in landscape orientation.
  • Resolved an alignment issue in 'ZendeskButtonsCanvas'.
  • Resolved an issue with alignment in the full screen error in landscape orientation.
  • Resolved an issue with send button alignment in conversational screen, when the device changes to landscape orientation.
  • Safe area implemented for portrait orientation.

Zendesk Chat and Messaging

New

  • Improved chat transfer behaviour in Agent Workspace to let admin transfer chats without joining the chat.

 

No Updates to :

  • Zendesk Support
  • Guide + Gather
  • Zendesk Talk
  • Zendesk Answer Bot

Edited Oct 16, 2021 · Akahsha Edwards

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