Zendesk has added a new column to the Dynamic Content page in Admin Center, which displays placeholders to help you find the right piece of dynamic content more quickly. This update streamlines the process of managing content across multiple languages.
In May 2024, Zendesk Support introduced several exciting features. Admins can now delete custom ticket statuses, which previously could only be deactivated. This change allows for better management of ticket workflows. Additionally, admins on…
Zendesk has enhanced its intent and sentiment models by adding support for ten new languages, including Bulgarian, Finnish, and Greek. These improvements are available in intelligent triage and advanced bots, allowing for more accurate and diverse…
Zendesk has expanded the language support for macro suggestions, now available in French, German, Portuguese, and Japanese, in addition to English. This update allows admins to create macros in more languages, improving efficiency and consistency…
The new API usage dashboard in Zendesk's Admin Center provides insights into your account's API utilization. It helps you understand your API call rate, trends compared to your plan limit, and when your implementation might be rate limited. This…
Zendesk has introduced two new AI features for Bots: Generative AI for Bots: Generative Replies and Bot Persona. Generative Replies use AI to provide concise answers based on help center articles, while Bot Persona allows you to apply a personality…
Zendesk Workforce Management (WFM), formerly Tymeshift, can now be accessed directly from the product tray. New features include redesigned admin pages for account settings, roles, and user management, as well as the ability to distinguish between…
Zendesk Explore has introduced a new Agent productivity dataset, enhancing the prebuilt agent and activity state dashboard. This dataset provides insights into agents' workload, helping you make data-driven decisions about workload balancing and…