Zendesk bots have expanded their variable capabilities in the bot builder. Admins can now add local variables to image and button elements in the Send message and Add carousel step types. This update increases customization options, allowing for more personalized and dynamic bot interactions.
Zendesk Support has introduced generative AI for agents, available for customers with the Advanced AI add-on. This feature allows agents to summarize, expand, and tone shift comments on a ticket. Summarize helps recap public comments, expand…
Zendesk Guide has enhanced its generative AI features for help center content, available for customers with the Advanced AI add-on. These tools allow you to expand, tone shift, and simplify your content, turning brief bullet points into…
In April 2024, Zendesk Explore introduced the ability to view dashboard activity in the Dashboards library. This update provides insights into dashboard usage, including the name, last updated date, owner, views within the last six months, active…
Zendesk has updated its Slack for Zendesk Support integration, allowing admins to connect all their Zendesk accounts to a single Slack workspace. This removes the previous restriction of linking only one Zendesk subdomain per Slack workspace. The…
Zendesk now allows customers to use its AI offerings within a HIPAA-enabled instance. This update ensures that stakeholders across Security, Legal, Privacy, and Product have tested and drafted the necessary contractual and configuration…
The Zendesk Admin Center has introduced two navigation improvements to enhance workspace efficiency. The settings sections in the side navigation now follow true accordion behavior, automatically closing the existing section when a new one is…
Zendesk's workforce management solution, Tymeshift, has introduced an audit log to help admins track changes in their WFM account. Additionally, admins can now create up to 10 dashboards, up from the previous limit of 3, allowing for more tailored…