Explore New Features in Zendesk Guide Enterprise
What are the new features in Zendesk Guide Enterprise?
Zendesk Guide Enterprise introduces advanced knowledge management features for large teams, making it easier to collaborate on content and manage knowledge across multiple brands. It also uses AI to identify important topics to optimize the self-service experience. For more information, see theZendesk Guide documentation.
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What is skills-based routing in Zendesk Support?
Skills-based routing in Zendesk Support allows tickets to be assigned to agents based on their specific skills. This feature ensures that tickets are handled by agents who are best equipped to resolve them efficiently. Administrators configure the…
How does sender authentication improve email security in Zendesk?
Sender authentication in Zendesk adds an extra layer of security to inbound emails, reducing the risk of spoofed emails and spam. By enabling this feature, you can ensure that emails are authenticated before they reach your customers, enhancing…
How has the Knowledge Capture app changed in Zendesk Guide?
The Knowledge Capture app in Zendesk Guide has been relocated to the editor, making it easier for agents to search and link articles. This integration streamlines the process of capturing and sharing knowledge within the team. For more details, see…
What languages does Answer Bot now support?
Answer Bot in Zendesk now supports French, German, and Dutch, in addition to English, Spanish, and Portuguese. This expansion allows businesses to provide automated support in more languages, enhancing the customer experience for a wider audience….
How does credit card redaction work in Zendesk Chat?
Credit card redaction in Zendesk Chat automatically hides any credit card numbers entered during a chat session. This feature ensures that sensitive information is not visible to customers or agents and is removed from chat history, enhancing…
What improvements have been made to the Zendesk Chat iOS app?
The Zendesk Chat iOS app has been redesigned with new features, including iPad support, split view mode, and shortcut support. These enhancements improve the user experience and make it easier to manage chats on mobile devices. For more…
What new phone number options are available in Zendesk Talk?
Zendesk Talk has expanded its phone number options to include new toll-free, SMS, and local voice numbers, covering 75 countries. This expansion allows businesses to offer local phone support without long-distance fees, enhancing customer service…
How do Callback from Queue and Textback from IVR work in multiple languages?
The Callback from Queue and Textback from IVR features in Zendesk Talk are now available in over 20 languages. These features allow customers to request a callback or switch to text in their preferred language, improving accessibility and customer…
What is the Request a Callback feature in Zendesk Talk?
The Request a Callback feature in Zendesk Talk allows customers to request a callback from a web widget, displaying the service phone number and wait time. This feature, currently in Limited Availability, helps manage call volume and provides…
What is Zendesk Connect and its purpose?
Zendesk Connect is a proactive communication software that helps support and marketing teams offer assistance before customers need to ask. This limited availability release aims to reduce customer effort and improve the overall support experience….
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