Zendesk is constantly coming up with new features, here are some of the improvements Zendesk has made in 2024:
News for Zendesk Support:
Tickets created from archived tickets can now retain the original group and owner
You can now allow the original group and owner to be copied to follow-up tickets. This feature is turned off by default but can be enabled in the ticket settings.
Improved search filters in Zendesk support
The search menu lets you filter by content type and shows suggested results as you type. You can filter results by tickets, users, articles, organizations, and side conversations based on your search text.
Logic change for the default Public Reply Setting
The default reply will automatically change to an internal note for tickets with only internal notes, even if the public by default setting is enabled. See Changing the default privacy of ticket comments.
New pre-trained intent models for more industries
Zendesk has introduced pre-trained intent models for additional industries: entertainment and gaming, travel, hospitality, and tourism. This is in addition to retail, software, insurance, financial, and employee experience. These intent models can be used with intelligent triage and AI agents (formerly bots) for automatic and consistent classification of incoming tickets and conversations, which can be applied to business rules, workflows, routing, and more. They are available with intelligent routing and the Advanced AI bot.
The new visual effect in views makes it easier to see updates on tickets
An animated visual indicator now appears on the views page on tickets that are updated. The rollout of this feature began on April 22 and will be available to all accounts by May 14.
New placeholder column in dynamic content
A new column has been added to the Dynamic Content page in the Admin Center. This column displays placeholders, making it easier to quickly find the correct dynamic content.
Generative AI functionality previously in EAP is now in production
Generative AI features – Summarize, Expand Text, and Change Tone – have been rolled out. They were previously a part of the Zendesk Advanced AI add-on EAP.
New status category "In Progress"
"In Progress" is being added as an alternative status for all accounts created after February 13, 2024. If desired, this status can be added manually to existing accounts.
Quickly see recent searches and recently viewed
Zendesk has introduced a new search menu feature that conveniently displays the three items you most recently searched for and the three items you recently visited.
Agent Home
Introducing Agent Home, a new and enhanced dashboard for Zendesk agents. Here, agents can efficiently manage all their tasks, including:
- Tickets they are assigned to
- Tickets they're following or CC'd on
- Active conversations
Agent Home updates in real-time, instantly displaying tickets assigned to the current user and the latest updates, eliminating the need for manual refresh. Please note: Agent Home has some limitations and currently supports only the following channels: web, email, and messaging, with additional channels coming soon. Feel free to reach out if you're uncertain about whether or not to enable Agent Home.
News for Zendesk Explore:
Live reporting on omnichannel queues
A new live reporting component for custom omnichannel queues allows you to create a dashboard showing real-time data on how work is distributed in your queues. This provides an immediate overview of the queues, helps you understand the amount of work waiting for available agents, and shows the average time tickets spend in each queue. Note: This feature is only available if you have enabled omnichannel routing.
A new dataset for AI tools and pre-built dashboards
Administrators can now analyze the usage of generative AI tools like summarization, text expansion, and tone shift with a new dataset and dashboards in Zendesk Explore. This enables you to see how AI tools impact key metrics such as resolution time, customer satisfaction, wait time, and more. Read more: Metrics and attributes for Zendesk AI and Analyzing your agents’ use of generative AI.
Highlighting Dashboard Activity in Zendesk Explore
You can now view dashboard activity in the dashboard library. In addition to the usual columns displaying owner and last updated, you can now see the number of views (last 6 months), active schedules, external links, and dashboard restrictions.
Changing Agent Statuses from Explore
Using drill-in functionality in live data reports, you can now directly change agent statuses. This is particularly useful for team leaders monitoring data. For large teams, you can use search and filters for better oversight.
Historical reporting on agent availability is now available in Zendesk Explore
This data is accessible from one of Zendesk Explore's predefined dashboards. With this dashboard, team leaders and others gain better insights into how agents allocate their time. Learn more about Workforce Management here.
News for Zendesk Guide:
The toolbar has changed position and the article translation has moved to the context panel
The toolbar has been relocated to the top of the page. This change enlarges the editing area and simplifies the user interface. Additionally, the article translation has been moved to the context panel.
Article translation has moved to the context panel where articles are edited (previously above the article). This provides a better overview of available translations, status, and editing progress. It gives an overview of how the help center serves all languages more effectively.
Generative AI functionality previously in EAP is now rolled out in production
Generative AI – Text Expansion, Text Simplification, and Tone Change features have been deployed. Previously in EAP, now part of the Zendesk Advanced AI add-on.
Pin articles in the Knowledge section of the Context Panel on tickets
You can now pin relevant articles in the Knowledge section of the Context Panel on tickets in Zendesk. As a result, the article becomes visible on the ticket, which is excellent for training purposes or for others to see which resources were used to resolve the ticket.
Tables are now supported in content blocks
Tables have been added to the formatting tools available in Content Blocks. As a result, you can create content blocks containing tables or edit tables within content blocks in Zendesk Guide.
Zendesk utvider støtten for bruk av HTML
Check out the full list of HTML elements supported in Guide articles here.
News for messaging og AI agents (bots):
API support in bot builder
API support in Bot Builder allows administrators to dynamically populate quick replies with up to 10 options based on data collected in the API request step. See "Understanding answer step types: Present options" for details.
Use AI to generate responses in your conversational bot
Generative responses for bots leverage generative AI to evaluate articles in your help center and apply this knowledge to provide responses during ongoing conversations. Once generative responses are enabled, bots immediately begin using this functionality.
Set bot personality
Bot persona enables you to choose the personality for AI-generated responses in your conversational bot, enhancing the natural flow of conversations. You can select from personality types such as professional, friendly, or playful.
Monitor bot performance with an insights dashboard
The insights dashboard provides an overview of bot performance, helping you optimize bot configurations and enhance the self-service experience for end users.
Zendesk AI agents
AI agents represent the next generation of Zendesk bots, automating and resolving customer issues across service channels. You have access to AI agent features as part of your Zendesk Suite or Support plan. Learn more about AI agents here.
Custom local variables now available in the bot
The bot builder has introduced expanded functionality allowing the addition of custom local variables for images and buttons in the "send message" and "add carousel" actions. This enhances customization capabilities for those building conversational bots.
Custom ticket fields now available in the bot
Before escalating a request to an agent and requesting more information, custom ticket fields can now be added. This enables gathering business-specific information so agents have it immediately.
Improved bot configuration options
Bot configuration pages have been consolidated, making it easier to make changes. Users now navigate between tabs on the same page rather than across different pages in the Admin Center.
Clone responses between bots
For businesses managing multiple bots, a new feature allows cloning responses between bots. When adding a response to one bot, it can now be cloned and added to other bots as well.
Enhanced collaboration in messaging
We're excited to introduce increased collaboration capabilities for Messaging. With the new @mentions feature, you can now involve other agents in a conversation without changing the ticket owner. This functionality is available across web, mobile, and social media conversations. It's automatically enabled by default, requiring no changes in the Admin Center to utilize.
A new step in bot builder allows linking to other responses
For those familiar with building bots in Zendesk, you know that creating scripted responses for your bot involves mapping out potential paths in a flowchart. With Zendesk's latest enhancement in the bot builder, you can now seamlessly link one response to another at the end of a branch, significantly saving time and streamlining the bot-building process.
News for Zendesk Admin Center
Purchase additional storage from the admin center
You can now purchase additional storage directly from the storage dashboard in the Admin Center when approaching or exceeding your data storage limit. There's no need to navigate to the subscription page to buy more storage. You must have a qualifying account to immediately purchase additional storage.
Improved visibility for accounts using flexible agents or "agent months"
Customers with accounts that include flexible agents (agent months) now have access to a comprehensive data storage dashboard. Previously, accounts with Zendesk agent months could view the dashboard, but their data storage limits were not displayed.
New visualization of API usage on your account
The API usage dashboard is now launched in the Admin Center. This dashboard provides better insights into the API usage on your account, making it easier for you to understand your total API call rate, how your API calls are developing relative to your plan's limit, and when and how often your implementation might face restrictions. Learn more about API usage in your Zendesk account here.
Increased storage space can now be purchased from the Admin Center
You can now purchase additional storage directly from the subscription page in the Admin Center.
Enhanced functionality for SLAs
The SLA page has been redesigned to include the ability to specify seconds, in addition to hours and minutes. This enhancement is particularly important for customers using channels such as chat and messaging.
News for objects and rules
Reuse of object identifiers and custom fields now available
Keys for custom objects and custom fields can now be reused. If you delete a custom object or field, you can reuse the key when creating a new object or field.
Managing your omnichannel routing configuration
Omnichannel routing now supports focus mode for Messaging and calls. If you want to help agents focus on one real-time channel at a time, you can enable focus mode in your omnichannel routing configuration. Email tickets are not included in this limitation.
Dynamic filters for lookup relationship ticket fields
Dynamic filters are now available for lookup relationship ticket fields. This allows administrators to filter which objects are available in ticket fields based on the current user, sender, ticket owner, and organization.
Custom queues in omnichannel routing
Omnichannel routing now supports custom queues, offering a way to route work to multiple groups of agents. For example, if an agent's primary group is busy, the ticket automatically goes to the agent's secondary group. Tickets are matched to the correct queue based on specific conditions.
Administrators can now restrict access to custom objects and their data
We've outlined Zendesk custom objects in this article. What's new for custom objects is that administrators can now limit access to them. This is particularly relevant where there's a need to restrict the amount of data agents can access or where custom objects contain sensitive information.
News for Zendesk Integrations
Zendesk's Slack integration can now be linked to multiple Zendesk accounts
This integration allows administrators to connect several Zendesk accounts to the same Slack workspace. Additionally, Zendesk has implemented updates to enhance user experience by incorporating available Slack functionalities.
News for Zendesk Security
Expanded deletion options for Advanced Data Privacy and Protection
Customers with the Advanced Data Privacy and Protection add-on now have more conditions available for deleting tickets. Tickets can now be deleted based on last update, tag, form, type, requester, organization, tags, and custom fields.
Using Zendesk AI functionality in a HIPAA-enabled instance
Zendesk AI functionality can now be utilized in a HIPAA-enabled instance. Teams from security, legal, privacy, and product have tested, corrected, and established contractual and configuration requirements to make this possible.
Creating schedules for automatic ticket deletion
Many businesses have deadlines in their privacy policies for how long information is stored. With schedules for automatically deleting tickets, businesses can ensure compliance with these policies.
Create advanced data storage policies with the Advanced Data Privacy and Protection (ADPP) add-on
Create deletion schedules to automatically remove closed tickets after a specified period. This helps manage data storage and ensures compliance with global privacy laws such as GDPR and CRPA. Refer to the guide "Creating Multiple Ticket Deletion Schedules for Advanced Data Retention Policies" for more information.
Two-factor authentication for end-users in Zendesk Help Center
The choice lies with the end-user, so this doesn't need to be managed by the administrator. This way, end-users can enhance their security in the Help Center.
Change in the sender address for incident notifications
Zendesk is changing the email address used to send incident notifications to improve email security and prevent notifications from being marked as spam. This change is a response to recent email security updates by Google, including specific authentication requirements for bulk email sending.
Zendesk AI
Best practices for boosting agent productivity with AI functionality
Best practices have been published for enhancing agent productivity with AI functionality here.
News for Zendesk Workforce Management:
You can now add start times for automatic shifts in Tymeshift (WFM)
As a result, the scheduling algorithm will determine the best time to start a shift individually, based on the forecasts you've set up in Tymeshift.
Zendesk WFM introduces audit log
Tymeshift now features an audit log, allowing users to track changes made within the platform and identify who made those changes.
Submit your Zendesk change requests here:
Zendesk is constantly evolving, so remember you can always vote for and submit change requests in the Zendesk Community.