What's New in Zendesk Nov 2022 - Frequently asked questions
Frequently asked questions
How can I sort the organizations list in Zendesk Support?
You can now sort the organizations list by Name and Last Updated date in Zendesk Support. This feature is available for admins, and for customers on Enterprise and Enterprise Plus plans, agents in custom roles with permissions can also access and…
What is the new macros keyboard shortcut in Zendesk?
Zendesk has introduced a new macros keyboard shortcut for agents using the Agent Workspace. By typing “/” in a ticket’s comment, agents can search for and apply a macro quickly. This feature is especially useful for customers with Chat activated,…
How does omnichannel routing work in Zendesk?
Omnichannel routing in Zendesk allows you to direct tickets from various channels like email, calls, messaging, web form, and API to agents based on their availability, capacity, and ticket priority. This ensures that important tickets are assigned…
What are intelligent triage and smart assist in Zendesk?
Intelligent triage and smart assist are AI-powered features available for select retail and e-commerce organizations in Zendesk. These features automatically detect and display helpful context about customers’ tickets, along with recommendations on…
How can I manage skills permissions in Zendesk?
In Zendesk, you can now grant permission to manage skills to custom roles separately from other business rules. Skills have joined triggers, automations, and SLAs as standalone business rules permissions for custom roles. This update allows for…
What new features are available for Zendesk trial accounts?
Zendesk trial accounts now offer a plan recommendation feature to help customers determine the best plan for their business. By answering a few questions, Zendesk provides a tailored plan suggestion. Additionally, if you exit the shopping cart…
How can I customize the Web Widget appearance in Zendesk?
Admins in Zendesk can now customize the Web Widget appearance by adding curved borders to the widget frame. This is done using a slider in the widget appearance settings, allowing for various degrees of curvature. This customization option helps…
What improvements have been made to the Explore live dashboard?
The Explore live dashboard in Zendesk is now available on Professional plans, providing a real-time view of important information about your Zendesk products. On Professional plans, the dashboard is read-only. Additionally, if you use omnichannel…
How can I create webhooks for user and organization events in Zendesk?
Admins in Zendesk can now create webhooks for user and organization events in Zendesk Support. Previously, webhooks could only be invoked using a trigger or automation. This new capability allows for more dynamic and responsive integrations with…
What updates have been made to the Guide search settings in Zendesk?
The updated Guide search settings in Zendesk now provide dedicated pages for managing search sources, search crawlers, and search filters. This includes a new workflow for including additional help centers, external content, and communities in your…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“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
“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
Reduce support costs.Spend more time on customer success.
