What's New in Zendesk July 2023 - Frequently asked questions
Frequently asked questions
What is the new SLA metric in Zendesk Support?
Zendesk Support has introduced a new metric called Total resolution time for service level agreements (SLAs). This metric measures the entire life of a ticket, from when it is created until it is solved, providing a comprehensive view of ticket…
How can I purchase the Advanced AI add-on in Zendesk Suite?
Eligible self-service customers can now purchase the Advanced AI add-on directly from the Subscription page in Zendesk Suite. This new feature simplifies the process for customers looking to enhance their Zendesk capabilities with advanced AI…
What updates have been made to the Explore beta dashboard builder?
The Explore beta dashboard builder in Zendesk has received several updates to enhance its functionality and availability. It is now available for Professional plans, offering an easier and more intuitive way to create dashboards. New features…
How does Zendesk Guide handle third-party document styling?
Zendesk Guide now offers enhanced support for third-party document type styling. This means you can copy and paste content from Google Docs or Microsoft Word into help center articles without having to fix broken formatting in the article editor….
What are the new spam prevention tools for CSAT surveys in Zendesk?
Zendesk has introduced spam prevention tools for CSAT surveys to address issues with email link expanders inadvertently triggering bad satisfaction ratings. These tools analyze requests and identify link expanders as bots, offering them a CAPTCHA…
What changes have been made to Guide security settings for email notifications?
Zendesk Guide has updated its security settings to allow restricted content to appear in the body of notification emails sent to section followers. This change gives customers the option to include full content in emails, even for restricted…
How does the new Admin Center feature enhance messaging ticket management?
The Admin Center in Zendesk now offers enhanced assignment and capacity management for messaging conversations in omnichannel routing. Admins can choose how inactive messaging tickets are handled, either counting them towards an agent's capacity or…
How can I preview a bot before publishing in Zendesk Messaging?
Zendesk Messaging now allows you to preview a bot before publishing it to a live channel using the Test bot button. This feature also lets you preview any unpublished changes, ensuring that your bot is ready for deployment. This update provides a…
What improvements have been made to Zendesk Talk's performance?
Zendesk Talk has received updates to improve its performance and reliability, specifically through enhancements to its network requirements. These updates aim to provide a more stable and efficient experience for users of Zendesk Talk. For more…
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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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