What's new in Zendesk: October 2024

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Check out what's new in the last month:

Admin Center

Objects and rules

Accounts and billing

Security

Support

Messaging and bots

Guide

Explore

Zendesk QA

Zendesk WFM

New and notable

Also don't miss:

Zendesk early access programs

What's new videos on YouTube

Admin Center

The Contacts page in Admin Center has been improved. We’ve consolidated the settings for account owner and billing admins on a single page, instead of separating them by tabs. Now you can see and manage the account owner and billing admins from a single location. See About the Contacts page.

Objects and rules

Omnichannel routing can now be configured to automatically open newly-assigned email tickets in a new tab for agents, rather than just notifying them of the assignment by email. See Managing your omnichannel routing configuration.

Omnichannel routing now support re-assigning email and messaging tickets through custom queues. When this option isn't selected, all re-assignments go through the standard queue and are deprioritized in favor of work assigned through custom queues. See Managing your omnichannel routing configuration.

Omnichannel routing now supports round robin assignment rather than always basing assignment on an agent's highest spare capacity. Regardless of the assignment method you select, agents still must have an eligible status and spare capacity for the channel. See Using round robin routing for email, messaging conversations, and call tickets.

Accounts and billing

Zendesk has new add-ons for workforce engagement management (WEM). In addition to Zendesk Workforce management (WFM), you can now buy Zendesk QA directly from the Subscription page in your account. Eligible customers can now buy: the WFM add-on, the Zendesk QA add-on, or a discounted WEM bundle that includes both add-ons. See Buying Zendesk workforce engagement management add-ons.

Security

Admins can configure OpenID Connect (OIDC) as a single sign-on option for team members and end users. See Setting up single sign-on with OpenID Connect.

Support

Redaction suggestions automatically highlights certain types of personally identifiable information (PII) within a ticket for agents with appropriate permissions. Agents can then click the highlighted PII and quickly redact it. This helps keep confidential information out of Zendesk. See Automatically detecting sensitive information for redaction.

Merging suggestions identify other tickets that could potentially be merged with the current ticket the agent is handling. This helps reduce duplicated effort and enhances communication with customers, leading to increased agent productivity and higher customer satisfaction. See Merging related tickets based on suggestions.

Intent coverage has been expanded to include the education industry, aiming to meet the needs of managing information about education courses, examinations, admissions, scholarships, and student life. These intents can be used with intelligent triage and AI agents, offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more. See Automatically detecting customer intent, language, and sentiment.

Tickets created through Zendesk Chat and Talk SMS are now available on Agent Home. In addition, side conversation child tickets are better supported. See Using Agent Home to manage your work efficiently.

You can now categorize your shared and personal views. Categorizing views creates a folder structure in Zendesk Support so that you can more easily navigate your views list. See Categorizing your views.

Agents and admins can now save their commonly used searches in Zendesk Support. Saving a search stores the keyword, filter, and sorting parameters. When you access your saved searches, you can run the search by clicking the saved search’s name. See Saving Zendesk Support searches.

Admins can modify closed tickets by editing the Tags, Subject, and Priority ticket fields. Modifying closed tickets gives you more flexibility to correct mistakes, add context to historical tickets, and ensure that your reports and data audits are accurate. See Modifying closed tickets.

Messaging and bots

Agents can end messaging conversations with end users if they feel no further interaction is needed to solve the ticket. This allows agents to focus on wrapping up the ticket without interruption from end users, and end users can begin new conversations to address other issues. See Allowing agents to end messaging sessions.

You can share estimated wait times with customers in messaging conversations. Admins can use new trigger conditions to inform customers how long they can expect to wait for an agent based on their position in the ticket queue, and to send a message when the conversation is assigned. See Displaying estimated wait time in messaging conversations.

Guide

The new customizable CSAT experience lets you configure a CSAT survey that is shared across both ticketing (web form, email, and API) and messaging channels (social messaging and web/mobile messaging).

You can use the new experience to:

Edit survey question headlines

Select a CSAT rating scale range with either 1-2, 1-3, or 1-5 scale increments

Select the rating type (numerical, emoji, or custom text) for CSAT questions

Remove drop-down and open-ended questions from your CSAT surveys

See Using the customizable CSAT experience.

Explore

Additional metrics for custom queues are now available on live dashboards. We've added new metrics that help you monitor the live performance of your omnichannel routing custom queues. See Live data components for Explore dashboards.

New table customization options are available for live queue reporting. You can now show or hide selected columns in the table for live queue reports. See Explore recipe: Reporting on custom omnichannel queue performance.

Zendesk QA

Updated UX and branding and Zendesk product tray integration. New Zendesk QA customers can access Zendesk QA directly from the product tray. Automated provisioning simplifies the onboarding process, eliminating the need for marketplace app installations. See Switching among Zendesk products.

Comprehensive localization support. Zendesk QA is now fully compatible with all Zendesk-supported languages, ensuring a global and inclusive experience. See Zendesk product support by language.

Expanded bot recognition. Admins and account managers can now manually mark bots from the user list, allowing more bots to be included and reviewed within the QA tool. See Manually identifying AI agents.

Zendesk WFM

Export agent attendance activity. The Agent attendance page now displays an Export CSV button. The exported file reports on agents' attendance indicators for a selected day, including detailed clock-in/punch-in and clock-out/punch-out timestamps for agents. See About the Agent attendance page.

New and notable

A new messaging triggers conditions and actions reference is available with all the latest trigger components. See Messaging triggers conditions and actions reference.