Recent searches


No recent searches

Megan Covens's Avatar

Megan Covens

Joined Nov 30, 2021

·

Last activity Feb 21, 2025

Zendesk Product Manager

Following

0

Follower

1

Total activity

19

Votes

0

Subscriptions

11

ACTIVITY OVERVIEW

Latest activity by Megan Covens

Megan Covens commented,

Community comment Developer - Zendesk SDKs

Hi Anton,

Unfortunately progress has been paused on a headless option for the Zendesk Web Widget and Mobile SDKs in order to focus on other priorities. I'll make sure that this post is updated to reflect the current state.

View comment · Edited Feb 21, 2025 · Megan Covens

0

Followers

0

Votes

0

Comments


Megan Covens created an article,

ArticleAnnouncements
Announced on Rollout on
December 5, 2024 December 5, 2024

Zendesk is excited to announce the introduction of private attachments for messaging for all new customers as of December 5, 2024.

This announcement answers the following questions:

What’s changing?

Until now, attachments in messaging conversations have been public, which meant they were accessible by anyone associated with the Zendesk account. With this update, agents and end users can attach files that can only be accessed in the current conversation. End users must authenticate themselves to prove they have permission to view it.

Why is Zendesk making this change?

Zendesk recognizes that many customers need to share files that are only visible to those authenticated to view them. Because this change may require some upgrades and code changes by account admins, this feature is only being rolled out on new accounts created on or after December 5, 2024. In early 2025, we will introduce settings in Admin Center to allow admins to configure attachment settings.

What do I need to do?

No immediate action is required. To use private attachments, follow the guidelines in About private attachments in messaging. If your account was created before December 5, 2024, and you would like to use private attachments, contact Zendesk Customer Support.

 

 

 

 

Edited Dec 05, 2024 · Megan Covens

1

Follower

4

Votes

0

Comments


Megan Covens commented,

CommentZendesk messaging

Hi Stefano,

If you have purchased either the MAU or Notification add-ons, you'll be able to see your usage in Admin Center. You'll find it at: Account -> Usage -> Conversations. If you haven't purchased the add-ons feel free to reach out to your rep or open a ticket and we'll be able to provide it to you. 

View comment · Posted Dec 22, 2023 · Megan Covens

0

Followers

0

Votes

0

Comments


Megan Covens commented,

CommentMore integrations

Hello Ahmed Zaid

Customers can now view their Sunshine Conversations logs in Admin Center within their Integration Logs. These can be found under Apps and Integrations -> Integrations -> Logs

Hope this helps!

View comment · Posted Aug 23, 2023 · Megan Covens

0

Followers

0

Votes

0

Comments


Megan Covens created an article,

ArticleRelease notes

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
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Amazon Connect Connector by Arta (Support)
    • Amazon Connect Connector by Arta makes use of Amazon Connect's contact center supports to be tightly integrated with Zendesk. Companies using Zendesk can make uses of Arta's CCP for making call's, listing callers open tickets, adding notes, creating new tickets along with the contact details.
  • Lumoa Customer Insights (Support)
    • Lumoa Customer Insights turns all customer feedback, reviews and conversations into actionable insights. Understand root causes of issues and take systematic steps to improve your customer satisfaction and reduce customer support costs.  Automatically trigger NPS, CSAT or CES surveys and collect feedback after a ticket is resolved or other Zendesk events.  See all your touch points in one view: NPS, CSAT or CES surveys, tickets, chats, calls, emails, online reviews and social media messages and more.  Beyond topic modeling (NLP) & sentiment analysis, Lumoa tells you in detail how much different topics are impacting your customer satisfaction, or driving customer contacts to your support.
  • Mass Redact Tickets (Support)
    • Mass Redact Tickets enables administrators and agents (if allowed) secure sensivite information in tickets in bulk. Information that can be redacted includes words and attachments from tickets. Users are able to select a ticket view and select tickets to be redacted.

 

Edited Dec 27, 2021 · Megan Covens

0

Followers

6

Votes

0

Comments


Megan Covens created an article,

ArticleRelease notes

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
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • AI Agent by Engage Hub (Chat)
    • AI Agent by Engage Hub uses native Natural Language Processing (NLP) engine, with deep real-time integrations, to not only understand but resolve your customer’s queries – deflecting calls and freeing agents to deal with more complex queries.  When a customer needs to speak to a live agent, Engage Hub’s AI-powered Agent will seamlessly transition the conversation directly to a live agent using your existing Zendesk solution. The agent handover includes a transcript of the entire conversation, along with details such as verification confirmation or account-specific information so there’s no frustrating repetition – and the issue can be resolved quickly while reducing call duration.

 

Chat & Messaging

New

  • [Messaging] Accounts using Email and Messaging can now sign up for Omnichannel Routing EAP. With this, email and messaging tickets will be assigned to agents based on priority, group, agent’s status (for messaging), and capacity, helping reduce response time and increase agent efficiency. Learn more

 

Guide & Gather

New:

 

Edited Dec 20, 2021 · Megan Covens

0

Followers

1

Vote

0

Comments


Megan Covens created an article,

ArticleRelease notes

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
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Approve (Support)
    • Approve provides flexible approval workflows that are simple to set up.  Approvals can be initiated by agents or automatically via triggers.  Approvers can be anyone and do not need to be agents in Zendesk Support.  Approval emails and the approval portal can be custom branded.  Flexible approval types like multi-step approvals with escalation paths or reminders after set times.  Visual timelines allow you to see exactly where an approvals is up to (and who is holding it up).  Simple line manager approval workflows and escalations based on approvers in ticket fields, organization fields or user fields can be created.  You can even set approval thresholds to define the minimum number of approvers required until an approval is granted
  • PartnerStack (Sell) 
    • PartnerStack is the only partnerships platform built for SaaS, designed to deliver predictable revenue and accelerate growth for software businesses and their partners.  PartnerStack helps you recruit and empower every type of partner, including affiliate partners, referral partners, and reseller partners. Every partner on PartnerStack gets access to their own dedicated dashboard that makes it easy to measure their performance, access resources, withdraw payments, and discover new programs to join — like yours.  
  • Pipedrive (Support)

    • Pipedrive is a powerful sales CRM and pipeline management software. Zendesk offers a ticketing system designed to help companies track, prioritize and solve customer support interactions. Integrating between the two helps sales and support reps see the bigger picture and improve their customer communication.  Using the Pipedrive integration, reps can access Pipedrive customers’ information from Zendesk and vice versa, thereby eliminating the need to switch between apps and promoting both a speedy resolution and a better sales workflow.

  • Oyster (Theme)
    • Oyster is a mobile-friendly Zendesk theme with a non-standard layout. It lets you organize help center elements as you wish and keep navigation super easy.

 

Chat & Messaging

Fixed

  • Customers using public APIs can now get the Web Path field for offline chats
  • [Ticket Integration]We are now creating tickets for messaging customers in case an invalid email is provided by the end user 
  • Fixed groups end point latency issue, that was leading to incoming chats without any departments [Staged Rollout - 5%] 
  • [Chat Dashboard] Fixed the issue of Chat Tickets not opening from the Visitors list without a page refresh.

 

Web Widget

New

  • [Messaging] Circle shaped launcher within the messaging Web Widget
  • [Messaging] Drag & drop support for file & image uploads within the messaging Web Widget

Fixed

  • [Messaging] Messaging widget doesn't scroll to the bottom correctly

 

Edited Feb 07, 2022 · Megan Covens

1

Follower

5

Votes

3

Comments


Megan Covens created an article,

ArticleRelease notes
0

Edited Dec 07, 2021 · Megan Covens

1

Follower

6

Votes

3

Comments