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Paxton Cooper's Avatar

Paxton Cooper

Joined Apr 14, 2021

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Last activity May 27, 2022

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ACTIVITY OVERVIEW

Latest activity by Paxton Cooper

Paxton Cooper created an article,

ArticleRelease notes

Zendesk Mobile

Zendesk Support Android App 2.21.4

Fixed

  • Bug fixes and Ukrainian language support

 

Zendesk Sell Android App 5.35.0

  • Bug fixes and Ukrainian language support

Zendesk Chat & Messaging

New

  • No new updates

Fixed

  • [Dashboard] Fix broken short links to help center content throughout the Chat dashboard. 

Guide + Gather

New:
  • The Community dashboard and dataset is released in Explore. All Gather customers will have access to engagement insights of their community forums by no later than May 25.
Fixes/Updates:
  • None

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:
  • Telegramio (Support)(paid)
    • Telegramio is a secure and easy Telegram extension for Zendesk Support that allows the exchange of messages and attachments (audio, video, images) with your clients, making the process of ticket management fast and effective.
  • Bigblue (Support)
    • BigBlue is a fulfillment solution for e-commerce brands. Hundreds of brands leverage their warehouse network in Europe to scale their operations effortlessly and build a delivery experience that boosts sales.  With the Bigblue App for Zendesk Support, you can display Bigblue data directly in your Zendesk sidebar, automatically create alerts for delivery issues and proactively solve them, and easily escalate an issue to Bigblue for carrier delays or lost parcels.
  • Marina (Theme)
    • Marina is a fully responsive multipurpose Zendesk Help Center (Guide) theme. The theme is a perfect balance between style and performance. All the elements of the help center are arranged in a way that keeps navigation super easy. The theme has an attractive image on the background and a floating search box at the center of it which gives the theme a classic touch. It follows the latest trends in web design and features a brand new layout with a long list of features.

 

Zendesk Answer Bot

New

  • [Flow Builder] Make API call step
    • Admins can now configure a “Make an API call step that allows their bot to surface data like subscription ID or opening hours directly from an external system into a bot’s response. Or push events to an external endpoint like Google Analytics.  

  • [Flow Builder] Flow Builder for Social channels
    • Admins can now deploy bots across social channels. Channels supported include Facebook, Instagram Direct, Twitter, Whatsapp, Wechat and Line

Fixed

  • Nothing new this week 

 

Zendesk Mobile

Android Sunshine Conversations SDK Version 9.0.3

Fixed

  • Added a fix for null pointer exception
  • Fixed an issue where the new conversation button could be pressed multiple times

 

Edited May 27, 2022 · Paxton Cooper

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Paxton Cooper created an article,

ArticleRelease notes

Zendesk Mobile

Zendesk Support iOS App 2.17.2

Fixed

  • Fixed a bug in ticket properties where some type of users are not able to see assignee and status field

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:
  • Yobi (Support)
    • Yobi is a unified communication app that can help you grow your business, giving you the ability to make calls, send SMS messages, and respond to Social Media messages in one app. Conversations with clients, followers, and leads are viewable and searchable by your entire team. You will never miss important messages or calls, listen to call recordings and get up to date in no time. Using Yobi with Zendesk integration, you will be on top of your business and your tasks created or updated on Yobi will be created in real time on Zendesk as tickets.
  • DanDomain and SmartWeb (Support) (paid)
    • DanDomain and SmartWeb queries data from the DanDomain webshop to find customers' data. The app displays all important information to your agents inside of Zendesk.  With The DanDomain App/Smartweb your agents will have a clear overview of the customers info and all past and current orders including order lines and total amounts. By providing your agents with the right tools you give them the opportunity to take action on the gathered insights. The unified workspace makes it easy for your agents to provide efficient and contextual customer support.
  • Ticket Parser by Knots (Support)
    • Ticket Parser by Knots helps you extract IDs or any other info based on a specific pattern and store it in a custom field.  Context info is the key to solve tickets quickly, automate processes and connect Zendesk to backend systems.  Knots parsing middleware searches immediately for the info in the ticket based on the pattern (regular expression). The ticket is then updated in the background via API and the extracted value is stored in a custom ticket field
  • Dotdigital (Sell)
    • Dotdigital is a customer engagement platform that helps digital marketers and developers deliver communications across the customer journey.  The Zendesk Sell integration lets you create targeted marketing and customer engagement opportunities in Dotdigital with your Zendesk Sell account data. Functionality includes:  Contact data synchronization, lead data synchronization, product catalog importing, opt in/out synchronization and more.
  • Cognizance (Theme)
    • Cognizance is a fully responsive multipurpose Zendesk Help Center (Guide) theme. The theme is a perfect balance between style and performance. All the elements of the help center are arranged in a way that keeps navigation super easy and all the content of the knowledge base is displayed on one screen. It has a stunning full-screen layout with beautiful blocks and interactive design elements, which generate an airy and elegant feeling to the help center. It follows the latest trends in web design and features a brand new layout with a long list of features.
  • Portland (Theme)
    • Portland is a full-featured Zendesk theme. It features a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs. Like all our themes, you can design, build, and launch your Help Center without coding.
  • BuiltWith (Support)
    • BuiltWith helps you get more information about the businesses you are dealing with.  Using the extension you can see if your tickets are using premium technology tools such as AB Testing, eCommerce, Conversion Tracking and Marketing Automation tools to name a few

 

Edited May 27, 2022 · Paxton Cooper

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Paxton Cooper created an article,

ArticleRelease notes

Web Widget (Classic & Messaging)

Fixed

  • [Messaging] a11y improvement: Images within end user error states provide informative alternative test
  • [Messaging] a11y improvement: Text and images of text provide sufficient contrast within Help Center articles
  • [Messaging] a11y improvement: Text and images of text provide sufficient contrast within launch bot dialog
  • [Messaging] a11y improvement: When an end user receives an image, images provide informative alternative text
  • [Messaging] a11y improvement: Ensure images provide informative alternative text within end user CSAT experience

Guide + Gather

New:
Fixes/Updates:
  • Fixed the issue where the search in author field in Article Editor was only returning results after typing the whole name. Now it returns results after each character.
  • Fixed the issue with an additional whitespace is being added between a closing tag (e.g. ) and more text or a full stop after editing content in source code editor

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:
  • Kelly (Theme)
    • Kelly is a modern, responsive and mobile-friendly, multipurpose Zendesk® Guide Help Center Theme (templates). Multi-language and dynamic content are supported.  Kelly offers a unique layout for Help Center : Customizable Hero Section with additional custom blocks on the homepage. Fully Responsive, Versatile and Multipurpose, Color Highlights, Neat and Clean etc.

Edited May 27, 2022 · Paxton Cooper

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Paxton Cooper created an article,

ArticleRelease notes

Zendesk Chat and Messaging

New

  • [Developer Docs] Updated Chat API documentation can be found here

Fixed

  • [Messaging] Visitor email placeholder for German language was missing for re-engagement email capture

Web Widget & Web SDK (for Messaging)

New

Fixed

  • None

Zendesk Answer Bot

New

  • None

Fixed

  • [Flow Builder] Use end-user locale when getting article recommendations so that articles are returned in the correct language 

App 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
New:
  • Yext AI Search (Support)
    • Yext AI Search helps you simplify self-service with a world-class search experience that delivers direct answers within Zendesk.  With Yext AI Search, support leaders can empower their agents to drive faster case resolution that increases customer loyalty and satisfaction. By automatically populating the agent's search experience with the ticket subject line, Yext AI Search uses natural language understanding to interpret customers' intent and deliver contextually relevant direct answers for agents to efficiently resolve cases. Get started here and supercharge your search in Zendesk.
  • Bytesview (Support)
    • Bytesview is a text analysis tool which analyzes any piece of text using machine learning and natural language processing. By automatically pulling subject and description from newly created tickets, the bytesview app processes the input data and gives output to already defined custom fields which helps user agents automatically tag new tickets with sentiment, emotion, intent, keywords and many more tags.  Save time with automatic tagging for the new tickets with the help of Bytesview NLP tools.
  • Twilio SMS, WhatsApp by Ulgebra (Sell)
  • Thank you (Support)
    • Thank you will analyze every comment on a ticket that is reopened using AI.  The plugin will close a ticket if the intent of the message it's 'thank you'.  Stop waste your agents time because of the 'thank you' messages for the end-user.
  • b+s Connects for Cisco Contact Center (Support)
    • b+s Connects for Cisco Contact Center lets you connect your help desk to Cisco Contact Center for a unified agent desktop.  b+s Connects for Cisco Contact Center gives Zendesk agents the contact center functions they need to deliver outstanding customer experiences and snappy ticket resolution from within the Zendesk agent desktop.  Screen-pop and contact match, integrated call controls, real-time team status, transfer to- and consult with- other team members, all from within Zendesk Support.
  • Guide Importer (Support) (paid)
    • Guide Importer allows you to perform a bulk import and export of your Guide articles, sections and categories, making it easy to update your Help Center without wasting time.  Import or export articles, sections and categories in Excel file format, specify to which brands article are connected with, choose for which permission groups do articles apply, and more with this app.
  • Zoho Sprints (Support)
    • Zoho Sprints is an agile tool for product management teams. With Zendesk Support for Zoho Sprints, your support teams can collaborate with product teams and serve your customers better. Zendesk Support tickets can be linked to work items in Zoho Sprints so that your teams can collaborate with context and resolve customer issues faster.
  • Canopy Servicing (Support)
    • Canopy is a technology company that builds modern servicing infrastructure for scaling FinTechs. Canopy offers a plug and play system of record for companies who want to launch lending products quickly and reliably. With Canopy for Zendesk, you can streamline your agent's workflow by automatically matching and surfacing the Canopy customer, account and payment information seamlessly within Zendesk.

 

No Updates to :

  • Zendesk Talk
  • Guide + Gather
  • Zendesk Support

Edited Oct 16, 2021 · Paxton Cooper

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Paxton Cooper created an article,

ArticleRelease notes

Zendesk Chat & Messaging

New

  • None

Fixed

  • [Chat] Fixed UI bug with Chat tags where when users mistakenly add a tag + space, they won’t be able to search it in the Chat History’s advanced filter
  • [Messaging] Fixed bug where agents previously could not see bot messages in public ticket comments
  • [Messaging] Fixed bug where message timestamp on public ticket comments were expressed in UTC - they are now reflecting the account timezone

Guide + Gather

New

Fixed

  • None

Talk

New

  • Zendesk Talk Incremental Exports API data now accessible for customers on Talk Team plan: Customers on Talk Team plan can now use the Incremental Exports API to export a complete list of information on inbound and outbound calls from their Zendesk Talk instance. Previously this data was only available for customers on Talk Professional and Enterprise level plans. More information on the Talk Incremental Exports API can be found here.

Fixed

  • Bug fixed to accurately display the total number of calls metric on the Talk dashboard which previously was getting stuck at 10000 total calls.
  • Transferring call to external number from a number that outbound calling is not enabled on: If an agent tries to transfer the call to an external number from a number that does not have outbound calling enabled, the system will use the phone number selected in the call console of the agent who is preforming the transfer to complete the call transfer rather than the phone number the call came in on originally. 

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

New

  • Customer Details Advanced (Support) (paid)
    • Customer Details Advanced brings all the crucial customer details from your backend directly to Zendesk, with a high degree of flexibility.  Your agents won't need to switch between windows anymore in order to find the customer information needed to provide quality support. Customer Details Advanced app will bring all the details straight to the ticket screen, boosting performance and agent satisfaction.  Flexible app configuration allows to plug in to any kind of backend - CRM, ERP, ... as long as it provides a public REST API to access the data. You get to customize where the information should be fetched and what are the details you'd like to see in Zendesk.
  • Omnata Connect (Support)
    • Omnata Connect provides data integration for modern architectures. As data warehouses are now reliable, scalable, central repositories for all your company's data, Omnata make it easy for you to leverage them and overcome the traditional costs and limits of data integration.  With Omnata Connect for Zendesk Support, you can display contextual information in the ticket sidebar, sourced directly from your data warehouse. Oomnata currently supports Snowflake, with BigQuery and Rockset available in private preview.
  • SturdyAI (Support)
    • SturdyAI analyzes customer communications data to reveal important signals that impact your bottom line. Our platform detects critical signals from your customers and routes them to the right people at your company in real-time, unlocking data silos and reinforcing process execution.  Automatically receive and analyzes new data so you never miss an important communication.  Map data to a consistent format and UI with other communications channels for easy viewing and comprehension.  Retrieve historical Zendesk data for crucial insights.

Support

New

  • Native redaction functionality in Agent Workspace now works for closed/archived tickets (email, API, webform channels only), in addition to social messaging and Zendesk messaging for any open tickets. Read more information here.

Fixed

  • None

No updates to:

Zendesk Answer Bot

Edited Oct 24, 2021 · Paxton Cooper

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Paxton Cooper 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:
  • Verse for Sell (Sell)
    • Verse for Sell helps businesses to engage with more prospects and capture these conversations automatically.  Verse is a lead conversion platform that helps businesses follow up and convert more leads into sales by instantly engaging new leads through a real 2-way text conversation, driven by powerful AI alongside highly trained reps. Qualified opportunities are then passed directly to your sales team so they can focus on the right opportunities, at the right time, and close more deals.  Prospects in Zendesk Sell are automatically synced with insightful information and sales context about the person from Verse.  Conversations with prospects are automatically captured within in real-time.  Sales reps can easily send new prospects to be engaged by Verse with a click of a button.
  • Parent Child Ticketing (Support)
    • Parent Child Ticketing links your tickets together in Zendesk support.  Link any ticket with parent tickets, link child tickets with any ticket, update parent tickets if child ticket fields are updated, update child tickets if parent ticket are updated, or even create a child ticket from any existing ticket.
  • Calendly Events for Sell (Sell)
    • Calendly Events for Sell lets you create and view appointments instantly with Calendly from Zendesk Sell.  Create an appointment instantly with leads, contacts and deals from the detail view, view leads, contacts and deals upcoming and previous appointments inside detail view, or view all of your Calendly appointments from Zendesk Sell top bar.
  • Side Tickets by LEAFWORKS (Support)
    • Side Tickets by LEAFWORKS allows you to organize multiple tickets into a single project.  Customer facing teams often communicate with the entire list of internal or external teams. Such communication usually involves multiple email threads that are hard to keep track of. With Side Tickets app, your agents can link separate tickets and parse important information between them.  Create and link side tickets with the original (main) inquiry and push or pull email comments between tickets, and choose if those comments are public or private.
  • Scive (Theme)
    • Scive is a modern and well-featured Zendesk Guide theme with a special focus on taking the community to new heights

Support

Public - New Stuff

  •  Updated the Social Messaging Add-on for Support to improve behaviour on user and ticket merges

Public - Fixed Stuff

  • None

No Updates to :

  • Web Widget & Web SDK (for Messaging)
  • Zendesk Chat and Messaging
  • Guide + Gather
  • Zendesk Talk
  • Zendesk Answer Bot

Edited Oct 16, 2021 · Paxton Cooper

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Followers

4

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