What's New in Zendesk January 2024 - Frequently asked questions
Frequently asked questions
What is the new Agent Home feature in Zendesk Support?
Agent Home is a centralized hub for agents to manage all their work in Zendesk Support. It provides real-time updates on tickets assigned to you, messaging conversations, and any conversations you're CC'd on or following. This means you can see the…
How can I use the new Ticket tags attribute in Zendesk Explore?
The Ticket tags attribute is now available in the Chat: Engagements dataset in Zendesk Explore. This allows you to analyze and report on ticket tags within your live chat data. Additionally, agent-based attributes in the Chat and Talk datasets now…
What are the new features in the Zendesk Guide article editor?
Zendesk Guide has introduced several enhancements to the article editor UI, including a new action footer and a collapsible article settings panel. The action footer provides quick access to functions like save, preview, and publish, while the…
How does the Advanced Data Privacy and Protection add-on enhance security in Zendesk?
The Advanced Data Privacy and Protection (ADPP) add-on allows you to create advanced data retention policies in Zendesk. You can set up deletion schedules to automatically remove tickets closed after a certain period, helping you manage data…
What new collaboration features are available in Zendesk Messaging?
Zendesk Messaging now supports agent collaboration using @mentions, allowing you to bring additional agents into a conversation without reassigning it. This feature is available across web, mobile, and social messaging channels by default. For more…
What updates have been made to Zendesk's workforce management tool, Tymeshift?
Tymeshift, Zendesk's workforce management tool, now includes a productivity timeline on the Agent activity page, providing a real-time view of agent performance. Additionally, a new historical agent activity system report is available, offering…
How can I access the OpenAPI specification for Zendesk Ticketing APIs?
You can now download the OpenAPI specification for Zendesk Ticketing APIs from the developer documentation. This provides a comprehensive guide to integrating and utilizing the Ticketing APIs effectively. For more details, see [Download OpenAPI…
What resources are available for getting started with Zendesk AI?
Zendesk AI offers a range of features to enhance your service experience, from smarter conversations and bots to productivity tools and insights. A new article introduces these AI-powered features, helping you get started with Zendesk AI and…
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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.”
Zeffy
“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.”
Freecash
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