What's New in Zendesk June 2024 - Frequently asked questions
Frequently asked questions
What changes have been made to the Zendesk Support ticket privacy settings?
Zendesk has updated the logic for the 'Public by default' setting in Support. Now, if a ticket contains only internal notes, the composer will automatically default to internal notes, even if the 'Public by default' setting is enabled. This change…
How can I filter search results in Zendesk Support?
Zendesk Support now allows you to filter search results by content record type. As you type your search query, the menu suggests results and lets you filter them by tickets, users, articles, organizations, and side conversations. This feature helps…
Can I enable dark mode in the Zendesk Support mobile app?
Yes, Zendesk Support mobile app now supports dark mode on both iOS and Android. After activating the new agent experience, you can switch your app's theme from light to dark or use your device's default theme. This feature is designed to reduce eye…
What improvements have been made to the Zendesk Guide article editor?
The Zendesk Guide article editor has a redesigned header bar that simplifies access to frequently-used actions. Functions like verification status, article assignment, and information about creation and updates have moved to the header bar….
How do dashboard restrictions work in Zendesk Explore?
Zendesk Explore now supports dashboard restrictions for all default and custom historical attributes. These attributes are static, meaning they don't dynamically change based on the viewer, allowing for more tailored dashboards with less…
What is the new live omnichannel custom queues reporting component in Zendesk Explore?
Zendesk Explore introduces a new live omnichannel custom queues reporting component. This feature allows you to create dashboards displaying live data on how work is routed through custom queues, providing an instant overview of queue volumes and…
How can I use the Generative AI agent tools dataset in Zendesk Explore?
The Generative AI agent tools dataset in Zendesk Explore includes a prebuilt dashboard that lets admins analyze agent use of generative AI tools like summarize, expand, and tone shift. This data helps correlate the impact of these tools on metrics…
What new features are available for AI agents in Zendesk?
AI agents, formerly known as Zendesk bots, now support API integration in the bot builder's Present options step. This allows admins to dynamically populate quick replies with up to 10 options from data collected in the Make API call step….
How can I create auto approval rules for time off requests in Zendesk WFM?
Zendesk WFM now allows you to create auto approval rules for agents' time off requests. By setting up these rules, you can automate the approval process, saving time and reducing manual workload. This feature streamlines the management of time off…
What are pre-trained intents in Zendesk Suite, and how are they used?
Pre-trained intents in Zendesk Suite are now supported for the entertainment and gaming industry. These intents help in the automated and consistent classification of incoming tickets and conversations, which can be used in business rules,…
How can I buy more storage in Zendesk Admin Center?
In Zendesk Admin Center, you can now instantly buy more storage directly from the storage usage dashboard when nearing or exceeding your data storage limit. This feature eliminates the need to navigate to the Subscription page, streamlining the…
What new conditions are available for ticket deletion in Zendesk Security?
Zendesk Security now offers more conditions for deleting tickets for customers with the Advanced Data Privacy and Protection add-on. Tickets can be deleted based on last updated, brand, form, type, requester, organization, tags, and custom fields,…
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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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