What's New in Zendesk January 2021 - Frequently asked questions
Frequently asked questions
How can email conflicts in ticket replies lead to agent suspension in Zendesk?
Email conflicts in ticket replies can lead to agent suspension if Zendesk detects suspicious activity. In such cases, some agent abilities may be temporarily suspended. To resolve this, it's important to understand the specific scenarios that…
What new permissions can agents manage in Zendesk Support?
Agents in Zendesk Support can now be given permission to manage more features. These include ticket fields, ticket forms, user fields, organization fields, and contextual workspaces. This enhancement allows for greater flexibility and control over…
How do visibility permissions work in Zendesk Guide's Help Center?
Visibility permissions in Zendesk Guide's Help Center allow you to limit access to certain user segments. This feature is particularly useful for managing brands for separate audiences. Previously, the only restriction was for signed-in users. For…
What is the new feature in the Knowledge Capture app for Guide Enterprise customers?
The Knowledge Capture app now includes a setting that assigns flagged article tickets to the article owner. This feature is available for Guide Enterprise customers using the Knowledge Capture app, streamlining the process of managing flagged…
How does the task player in Zendesk Sell improve task management?
The task player in Zendesk Sell enhances task management by allowing you to complete routine actions more efficiently. It plays tasks such as calling, emailing, texting, or following up on leads in a sequence, providing all necessary information in…
What updates have been made to the Zendesk Agent Workspace?
The Zendesk Agent Workspace now supports any Support plan, including Essential, Team, Professional, or Enterprise. Additionally, groups are now available on Support Essential plans to help manage routing. For more information, see the section on…
What new filter options are available in the Admin Center's Audit Log?
The Admin Center's Audit Log now features filter options moved into a panel, with a new option to filter by actor and date. This enhancement makes it easier to track changes and activities. For more details, see the section on viewing the Audit log…
What changes have been made to Zendesk's payment gateway for EU customers?
Zendesk has introduced a new payment gateway for managing purchases, requiring strong customer authentication (SCA) for EU customers or those with EU-issued payment cards when purchasing in USD. This change ensures compliance with payment policies….
What new live data widgets are available in Zendesk Explore?
Zendesk Explore now offers new live data widgets for dashboards, allowing you to add real-time metrics for messaging, such as volume, agent availability, and wait times. This feature is available in Explore Enterprise. For more details, see the…
How does the Zendesk SDK for Unity enhance mobile app support?
The Zendesk SDK for Unity integrates support capabilities directly into Unity projects, allowing users to submit support requests and search for answers within your mobile app. This integration enhances the user experience by providing seamless…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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