What's new in Zendesk: January 2024

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

Support

Explore

Guide

Security

Messaging

Workforce management

Zendesk APIs

New and notable resources

Also don't miss:

Zendesk early access programs

What's New quarterly webinar

Support

Agent Home is the one-stop location for agents to manage all work, including tickets, messaging conversations, and conversations you’re CC’d on or following. Agent Home works in real time, showing tickets assigned to you and their latest updates, the moment it happens, without the need for a refresh. See Using Agent Home.

Explore

The Ticket tags attribute is available in the Chat: Engagements dataset. See Metrics and attributes for live chat.

Values for the agent-based attributes in the Chat and Talk datasets reflect only users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once. See Metrics and attributes for live chat and Metrics and attributes for Zendesk Talk.

Guide

You can pin external content to the ticket you are viewing. Pinned external content appears in the knowledge section of the context panel, under a section titled “Pinned to ticket”. Pinned content is not visible to end users. When external content is no longer relevant for the ticket, you can deselect the pin icon to unpin it from the ticket. See Linking, quoting, and pinning content to tickets.

Support for tables has been added to content blocks. You can now create content blocks from tables or create and edit tables within your content blocks. You can use the new table formatting toolbar to perform functions such as adding or deleting rows and columns, and adjusting table settings such as cell spacing and border width. See Help center article editor toolbar reference.

Article editor UI enhancements have begun, beginning with the new action footer and collapsible article settings panel. Throughout 2024, we're making changes to the Guide article editor user interface (UI), beginning with the addition of a new action footer and collapsible article settings panel.
You can use the new action footer to easily access commonly-used functions (such as save, preview, publish, and more) with fewer clicks. You can click the new collapsible article settings panel to expand or collapse the article settings, enabling you write and review your article without distractions. See Article editor UI enhancements: Action footer and collapsible article settings panel.

Security

You can now create advanced data retention policies with the Advanced Data Privacy and Protection (ADPP) add-on. Create deletion schedules to automatically delete tickets closed after a period of time, helping you manage your data storage and comply with global privacy legislation such as GDPR and CRPA. See Creating multiple ticket deletion schedules for advanced data retention policies.

Messaging

Agent collaboration using @mentions lets you bring additional agents into a messaging conversation without reassignment. Agent @mentions in messaging conversations are available for web, mobile, and social messaging channels. This feature is available on accounts by default without configuring settings in Admin Center. See Activating agent collaboration for messaging and Collaborating on messaging conversations using @mentions.

Workforce management

Admins can now view a productivity timeline on the Agent activity page in Tymeshift, Zendesk’s workforce management tool. This timeline allows admins to see a detailed view of agents’ performance in real-time. See About the Agent activity page.

A new historical agent activity system report is available in Tymeshift, Zendesk’s workforce management tool. The Agent activity report provides a historical view of each agent’s activities and an overview of agents’ adherence percentage, assigned points, and paid and unpaid time. See About system report templates.

Zendesk APIs

You can download the OpenAPI specification for the Ticketing APIs from the developer docs. See Download OpenAPI file on the Ticketing APIs home page.

New and notable resources

Getting started with Zendesk AI and Advanced AI. Zendesk AI enhances every part of your service experience, from smarter conversations and bots, to productivity tools for agents, to new insights and instant actions for admins. This article introduces you to all the AI-powered features Zendesk has to offer. See Getting started with Zendesk AI and Advanced AI.

Tymeshift workforce management resources are now available in the Zendesk help center. Tymeshift is Zendesk's workforce management solution and has a wide range of planning, scheduling, and monitoring tools that help improve the predictability and efficiency of customer service organizations. See Workforce management resources.

Enjoy the optimal Agent Workspace experience. Refer to our newly-published resource recommendations to make sure your agents have the best working environment possible. See Agent Workspace system resource recommendations.