Zendesk Agent Workspace Updates August 2023
How has the Zendesk Agent Workspace improved in August 2023?
The Zendesk Agent Workspace saw several improvements in August 2023, including enhanced channel switching logic and improved search for chat shortcuts. These updates ensure the right channel is automatically selected in the ticket composer, saving agents time. Additionally, the search function now prioritizes title matches over body matches for chat shortcuts, making it easier for agents to find what they need quickly.
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What new features were introduced in the Zendesk Suite in August 2023?
In August 2023, Zendesk Suite introduced the option to include sample views and macros in trial accounts. This addition helps users better understand how their Zendesk account functions with tickets, views, and macros. By providing sample data,…
What changes were made to omnichannel routing in Zendesk in August 2023?
In August 2023, Zendesk enhanced its omnichannel routing by supporting skill-based routing for email tickets, messaging conversations, and calls on Professional plans and above. This update allows for more precise ticket routing based on agent…
What are the new features for bots and automation in Zendesk as of August 2023?
Zendesk introduced several new features for bots and automation in August 2023, including answer templates and the ability to use Sunshine Conversations variables in bot answers. These templates help admins create effective bot responses, while the…
How can agents benefit from the new pinning feature in Zendesk Guide?
Agents can now pin articles or posts to a ticket in Zendesk Guide, providing visibility to the most relevant content for other agents working on the same ticket. This feature, introduced in August 2023, allows agents to easily share important…
What updates were made to the Zendesk SLA admin page in August 2023?
The Zendesk SLA admin page was redesigned in August 2023 to better organize SLA targets into three sections: reply, update, and resolution targets. This redesign allows admins to select calendar or business hours separately for each section,…
What are the new capabilities for developers using the Zendesk API as of August 2023?
As of August 2023, developers can use the Zendesk API to view or edit any macro in their account, including personal macros. This update provides greater flexibility for managing macros, although visibility in the Agent Workspace remains unchanged,…
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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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