What's new in Zendesk: July 2024

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Check out what's new in the last month:

Accounts and billing

Admin Center

Guide

Messaging and bots

Talk

Zendesk QA

Apps

Security

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Accounts and billing

In addition to plan upgrades, customers can test-drive selected product add-ons before purchasing them. If you're eligible to try an add-on, you'll see a Start 30-day trial message in your account. See Trying out a plan or feature upgrade.

You can enter your VAT or GST number when you add or change a payment method in Zendesk. By entering your VAT number on the Payments page, you are agreeing to take on the tax requirements for your purchase. See Adding a VAT (or GST) number.

Zendesk has extended data locality coverage to the United Kingdom (UK) and Osaka, Japan. These two new hosting locations give you more control over where your data is stored. It also means your UK and Osaka data locality requirements will be supported, allowing you to host a wide range of Zendesk service data, including Support, Chat, Guide, and Gather in these locations. See Data Hosting Locations for Your Zendesk Service Data.

Admin Center

The data importer now supports create and update within a single job. When you select this option for a data importer job, new records are created and existing records are updated from a single CSV file and data importer job. See Bulk importing organizations and Bulk importing custom object records.

Premium sandboxes now replicate apps as long as they are free Marketplace apps that don't require authentication or additional configuration at installation. See Creating a premium sandbox with data replication.

Premium sandboxes now support an "express sandbox" option to significantly expedite the creation of a sandbox for customers with large numbers of organizations. When using the express option, only organizations and organization fields referenced in configurations and tickets are replicated. See Creating a premium sandbox with data replication.

Object triggers allow automated notifications and updates to custom object records any time a custom object record is created or updated. Rather than running when a ticket is created or updated, object triggers run when a custom object record is created or updated. However, object triggers follow the same conditions and actions structure you're familiar with from ticket triggers. Object triggers are created and managed from the Triggers page in Admin Center. See Understanding object triggers.

Placeholders for custom objects are available for use with object triggers. When sending notifications based on record creation or update, you can use placeholders to customize the body of the message. See Custom object placeholders.

Unified agent statuses can now be restricted by group. Until now, when you turned on omnichannel routing, any custom unified agent statuses you created were available to all agents in your account. Now admins have a new option to restrict access to select groups. See Creating custom unified agent statuses.

Consolidated macro management experience. We’ve consolidated the settings pages for macros and macro suggestions into one combined Macros page. This streamlined management experience also includes improvements to the text editor and the sorting, filtering, and bulk action tools. See Organizing and managing your macros (New experience).

Guide

Knowledge admins can now select up to 10 user segments when defining the visibility permissions of an article in article settings. Users from all defined segments will then be able to view the article. With this feature, you can now define user segments once and reuse them each time you need to create complex viewing permissions. See Setting view permissions on articles with user segments.

Messaging and bots

New operators are available for bot builder's branch by condition step, enabling you to use number operators, such as is greater than or is equal to, and additional string operators such as begins with or ends with. See Understanding branching conditions.

Talk

Improved experience in the call console when making outbound calls. These changes include the ability to change the outbound line before placing a call and a search function to help you find the outbound line you need. See Making outbound calls.

Zendesk QA

AI agent QA (bot QA) enhances chatbot quality assurance. Analyze and review your AI agent interactions, identify errors for human intervention, and gain insights into key performance areas. See Evaluating the performance of AI agents using Zendesk QA and Using the BotQA dashboard to understand AI agent escalations and performance.

Enhancements to the Zendesk QA dashboard make it easier to see and manage your filters. There are new options within filter types as well. See Understanding dashboard filters.

Apps

Relay, a Built by Zendesk Labs app, is now available on the Zendesk Marketplace. Relay allows you to send proactive messages to your customers over SMS or WhatsApp. Companies that need to proactively contact their end users about service incidents, delivery delays, promotional offers, and more can install the Relay app to handle these use cases.

Security

Customers with the Advanced Data Privacy and Protection add-on can now delete tickets by group. See Creating multiple ticket deletion schedules for advanced data retention policies.