Agents can now flag articles for inaccuracies or missing information directly in Zendesk Guide. This feature allows agents to provide feedback while referencing the article in a ticket, ensuring that the information remains accurate and up-to-date. For more information, see the section onFlagging articles in Knowledge.
Zendesk Support now includes CAPTCHA challenges for users who aren't signed in. This feature is always on and is used to verify traffic that Cloudflare bot management deems suspicious. Unfortunately, this setting cannot be disabled. For more…
Custom Objects in Zendesk Sell allow you to tailor your data to fit your business needs. You can define new object types and link them to leads, contacts, and deals, including creating custom relationships. This flexibility helps in managing your…
Unified email templates in Zendesk Sell allow you to create a single template for both leads and contacts. By using tags, you can specify whether the template is for leads, contacts, or both, providing flexibility and efficiency in your email…
Zendesk Explore now includes the ability to use Sell custom fields in reporting. This enhancement allows for a more comprehensive analysis of your sales pipeline by leveraging custom data points, classifying customers, and capturing total contract…
The new Business Hours condition in Zendesk Messaging's Flow Builder allows you to tailor responses based on your operating hours. This feature helps in managing customer expectations by branching conversations differently when your business is…
The Zendesk Agent Workspace now features a unified look for the Assignee field across the interface, ensuring consistency whether the workspace is activated or not. This change facilitates a smoother transition for agents. Additionally, tickets…
Zendesk Admin Center has undergone several updates, including a new navigation and information architecture, a search field for settings pages, and a redesigned People page. These changes aim to enhance usability and provide a centralized location…