Zendesk has updated the experience for modifying team member email addresses. Admins can now change a team member's primary email address, manage additional email addresses, and resend verification links. A verification email is sent to any new email address added, ensuring that changes are secure and verified. This update enhances the control admins have over team member profiles.
You can now create custom ticket statuses in Zendesk to better reflect the status of your tickets. If you've enabled Agent Workspace, an admin can enable this feature for your account. Once it's enabled, you can create new, meaningful ticket status…
Zendesk has introduced more granular control for custom roles regarding deletion and redaction permissions. Admins can now define these permissions separately, allowing for more tailored role management. This update provides greater flexibility and…
Zendesk now allows admins to automatically change an agent's status if they're idle for too long. This feature is available if you use unified agent statuses with omnichannel routing. Admins can set an idle timeout threshold, after which the…
Zendesk now supports dynamic content for unified agent statuses, allowing you to localize these statuses. This feature is available to Professional and Enterprise accounts using omnichannel routing. You can use dynamic content placeholders as the…
In Zendesk, soft-deleted users are now automatically permanently deleted after 30 days. This change simplifies the deletion process and helps ensure compliance with international legal regulations. However, you can still manually delete individual…
Zendesk has introduced a new answer flow step type called 'Ask for details.' This step separates the customer data capture portion from the 'Transfer to agent' step, allowing for more streamlined data collection. Existing 'Transfer to agent' steps…
With the beta dashboard builder in Zendesk Explore, you can now control what data a user can see when they view a dashboard. The new dashboard restrictions feature allows you to create one shared dashboard that can be tailored to different…
Zendesk's content blocks editor now includes new text formatting tools. These tools allow you to change text size, alignment, indentation, color, and background color, making it easier to create and format text in content blocks. This update…