Zendesk introduces Department Spaces, allowing you to restrict agents to handle only tickets related to their assigned brands. This ensures better focus, data security, and product expertise.
New settings for side conversations provide greater flexibility in customizing workflows for child tickets. For instance, you can configure child tickets to be clones of parent tickets, which is helpful when splitting a ticket between two groups.
You can now use roles as a condition to customize Contextual Workspaces. Both default roles (e.g., agent and administrator) and custom roles are supported.
Dashboards built with the Classic Dashboard Builder can still be edited until Q4 2025. Remember to migrate to the new solution in time!
With the new export feature in Explore, you can export detailed datasets without previous limitations like a maximum of 50,000 rows or a two-minute runtime.
Zendesk has released an article featuring the 20 most popular Explore recipes based on page views. The article is updated monthly, making it easier to find relevant reports.
You can now preview articles while editing them in Zendesk Guide. This allows you to see how changes look before saving them.
A new feature allows you to capture status transitions in messaging tickets, such as from active to inactive, in Zendesk Messaging.
Zendesk Talk now supports wait time messages in all languages that are available in Zendesk. If wait time exceeds two minutes, the message is played after the caller navigates the IVR system or hears the welcome message. Previously, this message was only available in English.
Omnichannel routing now includes three levels of optional skills. This ensures that only the least prioritized skills are removed first during timeouts, enabling more precise routing over time.
End users can now select relevant custom objects when submitting tickets, making it easier for agents to resolve issues quickly and accurately. Learn how to build a product catalog for customers.
You can now build complex many-to-many relationships using custom objects, including auto-numbering and lookup relationship fields.
Omnichannel routing is now enabled by default for new and trial accounts. It works immediately for calls and messaging, while email can be routed using simple auto-routing tags or custom queues.
The new version of the Facebook channel integration supports multiple pages, reduces delays, and increases stability. Learn how to enable it here.
For customers with the Advanced Data Privacy and Protection add-on, the access log is now available directly in Admin Center. Previously, this was only accessible via API.
You can now set up automatic deletion schedules for conversations involving only bots. This helps you meet GDPR requirements.
A new metric in Zendesk Workforce Management (WFM) shows how effectively the team is utilizing their working hours. You can now see how much of paid time is spent on customer support.
Zendesk is constantly evolving; remember that you can always vote for and register feature requests in the Zendesk Community.
See what was released by Zendesk in 2024 here.
See what was released by Zendesk in 2023 here.