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Rob Stack

Joined Apr 14, 2021

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Last activity Feb 18, 2025

Zendesk Documentation Team

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ACTIVITY OVERVIEW

Latest activity by Rob Stack

Rob Stack commented,

CommentSetting up Talk

Hi Dan Cross, thanks for the great feedback. Toll-free numbers are supported, though some carriers do not support outbound calling from a toll-free line. Check with your carrier before you configure callback on a toll-free number.
I will soon update the article to reflect this. I hope that helps!

View comment · Posted Feb 18, 2025 · Rob Stack

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Rob Stack commented,

CommentRelease notes

We've just added a late-breaking release note for chat and messaging.

View comment · Posted Feb 17, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.

AI agents and knowledge

New:

Chat and messaging

New:

  • The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found here

Talk

Fixed:

  • Fixed a bug that resulted in 4xx errors when hitting the tickets update endpoint using Talk Partner Edition.

App Marketplace

New:

  • Team Statistics Dashboard (Support)
    • Team Statistics Dashboard is designed to help you analyze your team's performance, identify areas for improvement, and drive better customer satisfaction. Experience the difference with Vallentes' expertise in analytics and support optimization. Monitor your Zendesk groups and tickets with up-to-the-minute data. Track total cases, open cases, pending cases, on-hold cases, solved cases, and customer satisfaction reviews. Utilize interactive charts and graphs to easily interpret your team's performance and more.
  • Change Sender Email (Support) (paid)
    • Change Sender Email is designed to streamline the support process for agents by allowing them to change their email address to respond to customer tickets more easily. This feature ensures that agents can maintain professionalism and consistency in communication by selecting the most appropriate email address from a predefined list of support email addresses available within Zendesk.
  • EasyApp (Support) (paid)
    • EasyApp is the perfect solution for Zendesk administrators looking to quickly and easily integrate external systems, such as Salesforce, Hubspot, Monday, Zoho, etc., any CRM or API-enabled system. With an intuitive interface, EasyApp allows you to set up API calls in just four steps and thus display relevant data directly in the Zendesk ticket creation interface to agents.
  • API Viewer (Support) (paid)
    • API Viewer offers an easy way to make GET API calls to all API endpoints provided by Zendesk, giving you access to tons of data with the click of a button without needing Postman, the command line, or API tokens.  Easily access vital API calls like audit logs and event histories, seamlessly integrated alongside your customer inquiries. No more going to Postman or the Zendesk documentation to surface this data.
  • CSAT Viewer (Support) (paid)
    • CSAT Viewer integrates directly into the Zendesk Agent Workspace, providing a seamless way for agents to view Zendesk Satisfaction Survey results alongside tickets. This app empowers agents to understand customer feedback better and quickly identify areas for improvement or success in customer support interactions.
  • BCR.CX Self Service Portal (Support)
    • The BCR.CX Self Service Portal helps you manage your Zendesk subscription for BCR.CX customers.  You can easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach out to the BCR.CX support team via chat, all directly from the portal.
  • Connectwise by IntegrateCloud (Support)
    • Connectwise by IntegrateCloud allows agents to easily create ConnectWise tickets from Zendesk tickets.  They can use this app to search and link existing tickets and notify ConnectWise tickets. Using this app, you can collaborate with your support
  • Intelligence Viewer (Support) (paid)
    • Intelligence Viewer is a sidebar app for Agent Workplace that provides a rich overview of the data surfaced by Zendesk AI and Intelligent Triage.  Intelligence Viewer displays the ticket's intent, sentiment, and language to your agents, similar to how Zendesk used to present this data before redesigning the Agent Workspace to align with the Agent Copilot. In addition, our App consolidates a ticket's custom entities in one place.
  • LMS Conversation Simulator (Support)
    • LMS Conversation Simulator is your comprehensive training management tool, created by Zendesk Labs.  Develop tailored training scenarios for various customer interactions, give your agents a safe space to practice realistic customer interaction, enhance agent skills through realistic simulations, and more.  LMS empowers your support team to develop the skills needed to excel in customer service. Learn more about setting up training scenarios and maximizing the potential of LMS in our Help Center article.
  • Eteg Self Service Portal (Support)
    • Eteg Self Service Portal helps you manage your Zendesk subscription for Eteg customers.  Easily view all your Zendesk billing information, request user additions, account upgrades and downgrades, or directly contact the Eteg support team via chat, all directly from the portal.
  • Certainly by Cegeka (Messaging)
    • Certainly by Cegeka optimizes every touchpoint precisely, empowering your brand’s vision through intuitive AI agents. Cegeka partners with your team to design, deploy, and optimize AI agents that reflect your brand’s identity and goals.
  • Maximizer CRM (Support)
    • Maximizer CRM's integration with Zendsk ensures seamless synchronization of Zendesk tickets with Maximizer CRM, providing complete visibility into customer interactions. With automated logging of key ticket events—such as status changes and assignee updates—directly to the contact's Timeline in Maximizer, your team gains real-time insights. This allows sales and support teams to stay aligned, responsive, and productive without switching tools.
  • Ticket Times Advanced (Support) (paid)
    • Ticket Times Advanced is a premium version of the Ticket Times app that includes exclusive features like unlimited creation of custom time targets, time rules based on multiple criteria, specific agent groups, ticket forms, types, and more.  This premium version is ideal for teams requiring more granular response time control and precise AHT management across different support scenarios.
  • unitQ Monitor (Chat)
    • unitQ Monitor helps you get a complete view of the customer experience by augmenting Zendesk support data with insights from chatbot interactions, support calls, user reviews, social media, surveys, and more. unitQ's AI models centralize and analyze customer feedback from every channel in real-time to detect user friction, alert the right teams, and provide detailed root-cause analysis to help you address issues before they overwhelm your help desk.
  • Optimate.me Self Service Portal (Support)
    • Optimate.me Self Service Portal helps you manage your Zendesk subscription for Optimate.me customers.  Easily view all your Zendesk billing information, request user additions, account upgrades/downgrades, or directly contact the Optimate.me support team via chat, all directly from the portal.
  • Siena AI Agent (Support)
    • Siena AI Agent transforms your Zendesk experience with Siena, the autonomous AI platform that combines human empathy with AI to deliver exceptional customer service at scale.  Siena handles over 80% of daily customer service interactions, achieves 98% faster response times and 90% faster resolution times, reasons, takes action with human accuracy, and manages multiple intents and complex tasks in a single conversation.  
  • Sunbeam Feedback (Support)
    • Sunbeam Feedback is an AI-driven feedback analytics platform that helps businesses transform employee and customer feedback into meaningful insights. Its cutting-edge technology enables organizations to easily identify trends, improve experiences, and make data-driven decisions.
  • Text Expander For Support (Support) (paid)
    • Text Expander For Support is an essential productivity tool for Zendesk support agents. It allows you to create custom shortcuts to instantly insert pre-defined text snippets into support tickets, emails, and live chats. This saves time and ensures that your responses are consistent, accurate, and on-brand.

Mobile SDKs

Android

New:

  • Customers can hide the conversation list screen (for multi-conversations) via the Conversations API using the property canUserSeeConversationList. By doing so, end users can only access their latest conversation, limiting them to a single conversation experience.
  • End users will 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 causing a crash while sending .wav files.
  • Digits in RTL dates are now translated as expected.
  • Custom colors set via UserColors API will now persist after process death.
  • User messages will be synced across all platforms.
  • Fixed an issue where users could not view/open word, excel, mp3 file formats.
  • Fixed a crash that occurred when users received a proactive message.
  • Added the missing intents flag to showMessaging API.
  • Fixed a scenario that caused a crash when the authentication session expired.

Products with no updates this week

  • Support
  • Chat and messaging
  • Explore
  • Admin Center
  • Zendesk QA
  • Zendesk WFM

Edited Feb 17, 2025 · Rob Stack

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Rob Stack commented,

CommentUsing legacy AI agent functionality

Hi Jakub Raduszewski and @דורין אברבך, thank you for the feedback. I've reinstated the missing images. If you still see any problems, please let me know.

View comment · Posted Feb 12, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • Starting February 4, 2025, new Advanced AI customers will have some AI-powered agent and admin capabilities turned on by default, streamlining your experience and maximizing the value you receive from our platform.

AI agents and knowledge

New:

Talk

Fixed: 

  • Fixed a bug where the call console might not appear when the user was on a different tab.
  • Fixed a bug that occasionally caused a mismatch between the API and UI when deleting groups with an IVR setup.

Products with no updates this week

  • Support
  • Mobile SDKs
  • Chat and messaging
  • Explore
  • Admin Center
  • Zendesk QA
  • Zendesk WFM
  • App Marketplace

Edited Feb 10, 2025 · Rob Stack

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Rob Stack commented,

CommentAnnouncements

New EAP for messaging:

 

Engagements reporting API

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset.

Engagements represent individual legs of agent interactions in the overall ticket lifecycle.

Learn more about the engagements reporting API

View comment · Posted Feb 10, 2025 · Rob Stack

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Rob Stack commented,

CommentExplore recipes

Hi, we've just updated the list of trending recipes for January 2025. There are no newcomers on the list this month. Remember, if you've created a great report and want to share it with the world, send it in!

View comment · Posted Feb 07, 2025 · Rob Stack

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Rob Stack created a post,

PostZendesk EAP - Engagements Reporting API

We want to keep feedback as social and collaborative as possible, so we invite you to follow this community forum.

If we see a topic of general interest, we'll post about it here and invite everyone to provide their feedback. Likewise, you're welcome to ask questions or provide feedback at any time through this topic. 

Suggested guidelines for giving feedback

We value your feedback, no matter what it is. We encourage you to tell us what you like or dislike and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little effort from everyone. 

Here are a couple of pointers that will help us understand your feedback and work with you to make this EAP even better:

  • When you see something you dislike or see something you'd like improved, write it down and think about it for a little while.
  • Try to be as clear as possible in your feedback; explain why you like or dislike something, and how it could be improved. 
  • Be patient when waiting for responses from Zendesk.
  • Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable.

Ultimately, we want this topic to be a place where any customer can come and share feedback related to the omnichannel engagements reporting API.

Edited Feb 07, 2025 · Rob Stack

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Rob Stack created a post,

PostZendesk EAP - Engagements Reporting API

There are a few requirements to be part of this Early Access Program (EAP):

  • You must be on a Professional, Enterprise, or Enterprise Plus plan
  • Messaging with the improved Messaging backend is enabled
  • You must be an admin (this is the minimum provisioned role that will be granted access rights to OAuth applications)

If you're interested in taking part in this EAP, fill out the signup form.

Edited Feb 07, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • Intelligent triage: The custom intent EAP now supports ticket message channels.

AI agents and knowledge

Fixed

  • Intelligent triage-based advanced autoreplies - Added additional logic to ensure end-users and agents are given the full 72 hours to reply to a conversation where an intelligent triage-based autoreply was used. This ensures more accurate automated resolution usage.

Talk

New 

App Marketplace

New:
  • TransPerfect Translation (Support)
    • TransPerfect Translation helps you easily translate ticket conversations in an instant directly from your Zendesk Support workspace.  Supporting over 40 languages with GlobalLink NOW AI, TransPerfect employs proprietary neural Machine Translation (MT) technology to deliver accurate and efficient results. It is tailored to meet your unique business needs through customizable features such as glossaries, translation memories, and bespoke engine training.
  • Rephraser AI (Support) (paid)
    • Rephraser AI is an advanced communication tool that transforms how your support team interacts with customers. By ensuring messages are polished, professional, and aligned with your brand’s identity—all while preserving embedded visuals—it has become a game-changer for support teams aiming to deliver exceptional customer experiences.
  • Dharma 128 (Theme)
    • Dharma 128 is a professional and versatile Zendesk theme built for seamless customization and branding. It offers an extensive range of built-in settings, customizable blocks, and call-to-action elements that can be tailored to your requirements without coding. Its flexible homepage allows you to enable or disable sections effortlessly, making it simple to create a visually stunning and user-friendly help center in no time.
  • Agent Notes (Support) (paid)
    • Agent Notes simplifies workflows by enabling agents to create, organize, and manage notes directly within Zendesk. With features like instant copying and color-coded notes, this app ensures agents can efficiently keep track of important details and stay organized. 
  • AI Smart Agent (Support) (paid)
    • AI Smart Agent is an AI-powered assistant designed to integrate with your Zendesk workflow seamlessly. It provides intelligent ticket summaries, offers insightful organizational analytics, and automates responses to common queries.
  • Ticket Quality (Support)
    • Ticket Quality provides detailed insights into ticket handling, SLA compliance, and team performance metrics.  See an analysis of key SLA metrics: first response and full resolution, detailed group transfer history with working time for each group, business hours analysis, and even an analysis of ticket assignment and offering to different agents.
  • Customerz Self Service Portal (Support)
    • Customerz Self Service Portal helps you manage your Zendesk subscription for Customerz customers.  Easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach directly out to the Customerz support team via chat, all directly from the portal.
  • eZDesk Ticket Exporter (Support) (paid)
    • eZDesk Ticket Exporter simplifies the process of extracting ticket data from Zendesk, enabling admins and agents to quickly generate PDF files for up to 100 tickets at a time. Whether you need to share ticket details with external stakeholders, archive records, or create easy-to-read documentation, this app has you covered.
  • eZDesk Tag Inspector (Support) (paid)
    • ezDesk Tag Inspector provides a seamless solution for viewing tags on Zendesk tickets, particularly in environments where tagging is disabled. This app is designed to give agents real-time visibility into the tags associated with each ticket, ensuring they always have the most accurate information.
  • agentim.ai (Support) (paid)
    • agentim.ai automates data structuring, applies AI-driven insights, and ensures compliance, enabling support teams to reduce workload, minimize errors, and accelerate response times.  Protect sensitive customer data and comply with GDPR, CCPA, and PCI standards. Choose agentim.ai’s built-in PII detection or integrate your own PII fields.  Automatically analyze, tag, and categorize tickets based on customer interactions—no manual input required.  Leverage AI-powered insights to help agents respond faster and resolve tickets more accurately.
  • Respira Self Service Portal (Support)
    • Respira Self Service Portal helps you manage your Zendesk subscription for Respira customers.  Easily view all your Zendesk billing information, request user additions, account upgrade/downgrades, or reach directly out to the Respira support team via chat, all directly from the portal.

Products with no updates this week

  • Support
  • Mobile SDKs
  • Chat and messaging
  • Explore
  • Admin Center
  • Zendesk QA
  • Zendesk WFM

Edited Feb 02, 2025 · Rob Stack

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