Release notes through 2024-12-6

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

This week's release notes include:

Talk

App Marketplace

Products with no updates this week

Talk

Fixed:

We have corrected a billing error related to Talk that occurred between May 1 and May 4, 2024, which resulted in some accounts being overcharged for Talk usage. A refund in the form of Talk credits was issued to any affected accounts on November 26, 2024. To verify if your account received a Talk credit refund, visit Admin Center > Talk and email > Talk > Usage charges and export a Talk credits CSV.

App Marketplace

New:

Advanced Custom Object List (Support)

Advanced Custom Object List offers an efficient, simple, and usable way to view and manage your Zendesk Custom Objects.  Display all your data in an advanced table with all your fields.  Search for records by text field, open new records, open the edit page in one click, open the lookup record edit page, and export all data in CSV files.

Thoughtly (Support)

Thoughtly is an AI-driven voice agent for seamless customer interactions.  Create Zendesk tickets from AI-powered phone calls conducted through Thoughtly’s platform, ensuring no customer query goes unresolved.  Instantly generate Zendesk tickets from AI phone calls, capturing essential details such as caller information, call duration, and conversation summaries.  Thoughtly’s AI agents manage inbound and outbound calls, gathering critical data and insights that are automatically transferred to Zendesk, streamlining your support process.

Search and Use Sunshine Custom Objects (Support)

Search and Use Sunshine Custom Objects enables you to leverage Zendesk Sunshine Custom Objects seamlessly within your workflows. Use this app to automate data lookups, enrich ticket information, and create powerful business logic without relying on complex middleware or manual data entry. Developed by Knots, this app is designed to streamline your processes, making Sunshine Custom Objects an integral part of your support operations.

Glamify (Theme)

Glamify is a versatile and fully responsive Zendesk Help Center (Guide) theme that seamlessly combines style and functionality. With its sleek design and striking background image, it lends a modern and sophisticated look to your help center. The theme features a full-screen layout with thoughtfully crafted blocks and interactive elements, delivering a light, elegant, and visually engaging experience.

callbox (Support)

callbox is the complete platform for customer service and collaboration.  Make and receive calls directly in Zendesk without the need for additional dialers. Calls are automatically recorded and linked to customer tickets, making access and referencing easy.  Access call recordings in ticket activities in Zendesk, providing quick access to customer information and service history. Record all service data in one place to efficiently track requests and make data-driven decisions.  Provide staff with access to a complete history of customer interactions, allowing for personalized service and the building of lasting relationships.

Workday (Support)

Workday helps you provide faster, more accurate employee service with easy access to employee insights from Workday within Zendesk tickets.  Respond to employee requests faster by giving agents instant access to critical employee information in directly in Zendesk. Improve collaboration across internal departments by centralizing key employee data within Zendesk.  Maintain secure agent permissions aligned to Workday’s restrictive access controls, configurable by admins.

Smart Role (Support)

Smart Role empowers your team with advanced AI-driven training solutions. Smart Role helps customer support teams simulate real-world scenarios, making onboarding, training, and upskilling more interactive and impactful. With Smart Role, support teams can streamline their processes, reduce onboarding time, and enhance agent performance through scenario-based simulations and automated feedback.

Diabolocom for Sell (Sell)

Diabolocom for Sell empowers sales teams with seamless AI-powered customer interactions.  With Diabolocom, setting up a unified telephony system for your sales team takes just a few clicks, enabling you to accelerate sales almost instantly. Save calls as internal notes for each contact effortlessly. Initiate calls directly from a lead’s contact page with one click. Quickly find contacts and respond to incoming calls with ease.

Products with no updates this week

Support

Zendesk WFM

AI agents and knowledge

Mobile SDKs

Chat and messaging

Explore

Admin Center

Zendesk QA