What's new in Zendesk: April 2024

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Check out what's new in the last month:

Support

Guide

Explore

Zendesk bots

Objects and rules

Integrations

Security

Admin Center

Workforce management

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Support

Generative AI for agents (summarize, expand, and tone shift) is available for customers with the Copilot add-on. Summarize recaps public comments on a ticket, expand elaborates on the content of a comment, and tone shift makes a comment more friendly or formal. See Using generative AI to summarize and enhance ticket comments.

Guide

Generative AI features for help center content (expand, tone shift, and simplify) are available for customers with the Copilot add-on. With the addition of the new Generative AI tools, you can now enhance your writing, turn brief bullet points into comprehensive content, and present your text in a way that's clear, succinct, and accessible to your readers. See Using generative AI to expand and enhance the tone of help center content.

Article translation management has moved to the context panel, as part of our continued article editor enhancement project. Moving translation management to the right of the article editor provides better visibility of your translations and their publishing and review states, and lets you easily see the range of existing translations. The new translation panel makes it easier for you to ensure your help center caters to a multilingual audience. See Managing help center translations for articles.

The article editing toolbar has moved from the article editor to the top of the page, as part of the continued article editor enhancement project. Tthis move increases article editing space, simplifies the user interface, and prepares the article editor for future expansions and features. See Help center editor toolbar reference.

Explore

You can now view Explore dashboard activity in the Dashboards library. In addition to the dashboard name, last updated date, and owner, you can see the views within the last six months, active schedules, external links, and dashboard restrictions. See Viewing Explore dashboard information and activity.

Zendesk bots

Expanded variable capability in bot builder. Admins can add local variables to image and button elements in the Send message and Add carousel step types, increasing the customization options in their conversation bots. See Understanding answer step types.

Objects and rules

Dynamic filtering on ticket lookup relationship fields enables admins to filter the object records available for selection within the field. You can filter based on the ticket's current user, assignee, requester, and organization. See Using lookup relationship fields.

Omnichannel routing now supports custom queues and provides a way to route work to multiple groups of agents. Additionally, custom queues include built-in secondary groups for omnichannel routing to fallback to when agents in the primary groups are unavailable. Tickets are matched to queues based on conditions, similar to business rule conditions. See Understanding omnichannel routing queues.

Integrations

The Slack for Zendesk Support integration allows admins to connect all their Zendesk accounts to their Slack workspace, removing the restriction that a Slack workspace can link to only one Zendesk subdomain. We also made other updates to improve the user experience and adopt recently released features available through Slack. See Understanding and installing the Slack for Zendesk Support integration.

Security

Customers can use Zendesk AI offerings within a HIPAA-enabled instance. Stakeholders across Security, Legal, Privacy, and Product have tested, remediated, and drafted contractual and configuration requirements to make this available. See Advanced Compliance.

Admin Center

Admin Center includes two new navigation improvements to enhance your workspace and maximizing efficiency. Settings sections the in side navigation follow true accordion behavior. Now, when you open a new section, the existing section closes automatically. Also, you can open and close the navigation panel to toggle between a full view and a minimalist, icon-only view. See Using the Zendesk Admin Center.

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Eligible self-service customers can purchase more storage directly from the Subscription page in Admin Center if you reach your plan limit. Previously only eligible sales-assisted accounts could purchase via the shopping cart. See Buying more storage.

Customers on Support Team or Suite Team can purchase the More Storage add-on. Previously, more storage was restricted to Suite Growth plans and above and Support Professional plans and above. See Managing data storage in your Zendesk account.

Support customers can try out a Support plan upgrade. Previously, you could only upgrade to Zendesk Suite. See Trying out a plan upgrade.

If eligible, you can extend a trial before the trial expires. Previously, you could only extend expired trials. See Extending a Zendesk trial.

The SLAs page in Admin center has been redesigned and you can define SLA targets in seconds. The redesign enhances accessibility and the ability to define targets in seconds better supports the needs of Messaging and Chat customers. See Defining SLA policies.

Workforce management

Tymeshift, Zendesk's workforce management (WFM) solution, introduced an audit log. The audit log helps admins have a better understanding of the changes occurring in their WFM account. See Viewing the WFM audit log for changes.

Admins can now create up to 10 dashboards in their Tymeshift account. Previously, accounts were limited to creating 3 dashboards. The ability to create more dashboards better accommodates the need to have distinct dashboards for different teams. See About WFM dashboards.